Cisco Cisco E-Mail Manager Unity Integration Option User Guide
6-5
ICM WebView Online Help
Agent Reports
agent20: Agent Real Time Report
Each media routing domain has its own skill groups. If an agent is logged into
more than one media routing domain, then that agent also belongs to more
than one skill group.
Derived from: Media_Routing_Domain.EnterpriseName
Derived from: Media_Routing_Domain.EnterpriseName
Extension
The phone extension into which the agent is logged.
Derived from: Agent_Real_Time.Extension
Derived from: Agent_Real_Time.Extension
Log on DateTime
The date and time that the agent logged in. The format is MM/DD/YYYY
(month, day, year) and HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Real_Time.DateTimeLogin
Derived from: Agent_Real_Time.DateTimeLogin
Agent State
The current state of the agent. The following states can appear in this report:
*
*
The state with an asterisk (*) is a voice media only state.
Note: This template can display agent status data only when the agent is in
Note: This template can display agent status data only when the agent is in
the talking or active state. If the agent is not involved in a task in some way,
this template does not display the agent state for that agent.
An agent doing wrap-up work (post-call activities, such as completing
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.
Derived from: Agent_Real_Time.AgentState
Derived from: Agent_Real_Time.AgentState
Active Skill Group
The skill group associated with the task on which the agent is currently
working. If the agent is not involved in any task in the media routing domain,
this field shows Not Applicable. Since an agent can be logged into multiple skill
groups, this field is not filled until the agent is assigned a task.
Derived from: Skill_Group.EnterpriseName
Derived from: Skill_Group.EnterpriseName