Cisco Cisco IPCC Web Option Betriebsanweisung
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates
agtskg20: Agent Skill Group Real Time Report
Agent State
The current state of the agent. The following states can appear in this report:
*Talking
Active
Work Ready
Work Not Ready
*Hold
Paused
*Talking
Active
Work Ready
Work Not Ready
*Hold
Paused
States with an asterisk (*) are voice media only states.
An agent doing wrap-up work (post-call activities, such as completing paperwork or
consulting with associates) is in either the Work Ready or the Work Not Ready state.
consulting with associates) is in either the Work Ready or the Work Not Ready state.
Derived from: Agent_Real_Time.AgentState
*BA Status
The current Outbound Option (Blended Agent) status of the agent.
Derived from: Agent_Real_Time.AgentStatus
*Campaign Name
The name of the campaign to which this agent is assigned.
Derived from: Campaign.CampaignName
*Query Rule Name
The name of the Outbound Option query rule currently in operation.
Derived from: Query_Rule.QueryRuleName
*Customer Phone
The telephone number of the customer to whom the agent is speaking.
Derived from: Agent_Real_Time.CustomerPhoneNumber
*Customer Account
The account number of the customer to whom the agent is speaking.
Derived from: Agent_Real_Time.CustomerAccountNumber
agtskg20: Agent Skill Group Real Time Report
Overview:
Subject
A table showing current agent status within the specified skill
group(s).
group(s).
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
To show skill group current status