Cisco Cisco E-Mail Manager Unity Integration Option User Guide

Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

IPCC Agent Report Templates

agent28: Agent Real Time All Fields Report

Data:

Agent Name

The agent's last and first name.

Derived from: Person.LastName + ', ' + Person.FirstName

Overview:

Subject

A table of all the selected agents listing all the available agent
real-time report data.

Note: This report is the same report as Agtskg28

report except that this report is first sorted by agent

rather than by skill group.
Fields applicable to a voice domain only are prefixed

with an asterisk (*). Such fields are not applicable for

e-mail or collaboration media.
Note: In the following descriptions, agent-dialed out-

bound calls or tasks are different from Outbound

Option calls that are program-dialed outbound calls.

Only fields specified as Outbound Option contain auto-

mated call data. In all other cases, outbound calls are

agent-dialed ones.

Purpose

To show all the available agent real-time data in the
Agent_Real_Time database table so that you can select which
data you want for a customized agent real-time report.

Note: This report is designed to be saved and exported or
copied to another format. For example, you can export the
report to an Excel spreadsheet and modify the report to suit
your needs. If that is not acceptable, you can also use a
third-party tool to customize your report.

Applicable
environment

IPCC and/or standard ACD

Template type

Real-time table

Default sort order

By agent last name, first name, media, date, time, and skill
group

Drilldowns available

Schema database
table

Agent
Agent_Real_Time
Person
Skill_Group
Controller_Time