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
*Conference In Tasks Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in
confe
rence with tasks during the interval. This value includes hold time associated with
the conference tasks.
Derived from: Agent_Skill_Group_Half_Hour
.ConferencedInCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
*Conference Out Tasks Total Tasks
The number of conference calls the agent initiated. Initiated tasks include ACD and
non
-ACD tasks. The value is incremented when the agent drops off the call and the call
becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_
Group_Half_Hour.NetConferencedOutCallsToHalf
*Conference Out Tasks Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in
confe
rence on agent-initiated tasks during the interval. This value includes hold time
associated with the conference tasks.
Derived from: (Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsTimeToHalf)/
(Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf)
Media Summary
The total data for all agents in the media routing domain.
Agent Summary
The total agent data.
Report Summary
The total data for all agents in the report.
agtskg07: Agent Skill Group Task Analysis Report
See Agtskg07, page 10-12 for an illustration of this report.
Overview:
Subject A table of all agents in the selected skill groups analyzing all
the tasks h
andled by each agent, gathered in half-hour
increments.
Fields applicable to a voice domain
only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose To show all agent tasks in a skill group(s) for the selected
time period
Applicable
envi
ronment
IPCC and/or ICM
Tem pla te typ e Historical table
Default sort order By last name, first name, media routing domain, skill group,
date, and time