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 State Times: Wrap Up Time
The time the agent spent in Wrap Up on incoming and outgoing calls
, measured in
HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
Agent State Times: Busy Other Time
The time the agent spent in the BusyOther state during the interval, measured in
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
Skill Group Summary
The total of all agent data for all agents in the skill group.
Media Summary
The total of all agent data for each media routing domain.
Report Summary
The total of all agent data for all agents in report.
agtskg25: Agent Skill Group Consolidated Half Hour Report
See Agtskg25, page 10-13 for an illustration of this report.
Overview:
Subject A table of selected agents showing agent call statistics and agent
time allocations,
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 agent half-hour activity and performance for the
se
lected time period.
Note Completed tasks are all the tasks which completed during
the time shown (that is, on the row in the report) and
includes any tasks or calls that began in a prior time
frame but completed in the selected time.
This template includes columns from both the Agent21 and the
Agent23 reports for those supervisors that would prefer all the
information on one report and do not need the details provided
by the separate Call Summary and Performance Summary
reports.
Applicable environment ICM and/or IPCC
Tem pla te typ e Historical table
Default sort order By agent last name, first name, media routing domain, skill
gro
up, date, and time
Drilldowns available No