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
Agent Summary
The total of all agent data for each agent.
Report Summary
The total of all agent data for all agents in report.
agtskg22: Agent Skill Group Task Summary Daily Report
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 during the report interval.
This is the media routing domain with which the agent's Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName
Overview:
Subject A table of all agents in the selected skill groups showing each
agent's daily totals for incomin
g and outgoing task counts and
task treatments, gathered in day increments.
Note: This report contains the same data as the Agtskg21
report
except that here the data is gathered by day rather than by half
hour.
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 daily skill group 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
Drilldowns available No
Schema database tables Agent
Agent_Skill_Group_Half_Hour
Media_Routing_Domain
Person
Skill_Group