Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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Agent Reports

agent28: Agent Real Time All Fields Report

The agent's last and first name.
Derived from: Person.LastName + ', ' + Person.FirstName

The skill group associated with the task on which the agent is 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

The date and time when the row was generated. 
Derived from: Agent_Real_Time.DateTime

Identifies the service for the task on which the agent is currently working. 
Derived from: Agent_Real_Time.ServiceSkillTargetID

The current state of the agent. The following states can appear in this report:
*

Active state
Work Ready state
Work Not Ready state

*

Paused state
Interrupted state

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 

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 

paperwork or consulting with associates) is in either the Work Ready or the 

Work Not Ready state. 
Derived from: Agent_Skill_Group_Real_Time.AgentState 

A code received from the peripheral that indicates the reason for the agent's 

last state change. If not defined, this shows NONE.