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
– Hold Time
The AgentReservationCallsTime measurement begins
at the time the call initiates, and
ends at the time the agent completes any after-call work for the call. The database
updates this value when any after-call work time associated with a call ends.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf
Reserve Tasks
The total number of completed agent reservation calls made by the agent in the skill
group during the half-hour interval. The value is updated in the database when the
after-call work time associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
Avg Reserve Time
The average time the agent spent in handling rese
rvation calls during the selected time
period.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
Skill Group Summary
The total of all agent data for each skill group.
Report Summary
The total of all agent data for all agents in report.
agtskg21: Agent Skill Group Task Summary Half Hour Report
See Agtskg21, page 10-12 for an illustration of this report.
Overview:
Subject A table of all agents in the selected skill groups showing each
agent's
incoming and outgoing task counts and task treatments,
gathered in half-hour increments.
Fields applicable to a voice domain only are prefix
ed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose To show skill group half-hour activity for the selected time period.
Applicable environment IPCC and or ICM
Tem pl ate typ e Historical table
Default sort order By last name, first name, media, skill group, and then by date and
ti
me