User Guide

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Skill Group Reports
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ’ , ’ + Person.FirstName
Media
The media routing domain into which the agent is logge
d. This is the media routing
domain with which the agent's Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName
Skill Group
The name of the skill group in which the agent is active.
Derived from: Skill_Group.EnterpriseName and
Agent_Skill_
Group_Half_Hour.SkillTargetId
Log On Duration
The total time in HH:MM:SS (hours, minutes, seconds) fo
rmat that agent was logged
on during the interval.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Available in MRD
The length of time in HH:MM:SS (hours, minutes, seconds) that the agent was
a
vailable in the media routing domain to accept more tasks.
Derived from: Agent_Half_Hour.AvailableInMRDTimeToHalf
Tasks Handled: Total Tasks
The total number of inbound tasks handled by the agent during
the interval. This value
is incremented when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Tasks Handled: Avg Time
The average length of time in hours, minutes, and seconds (HH:MM:SS format) for
incom
ing tasks handled by the agent during the interval.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Default sort order By last name, first name, media routing domain, skill group, and
logged on
time
Drilldowns available No
Schema database tables Agent
Agent_Half_Hour
Agent_Skill_Group_Half_Hour
Media_Routing_Domain
Person
Skill_Group