Cisco Cisco IPCC Web Option User Guide
6-22
ICM WebView Online Help
Agent Reports
agent06: Agent State Trace Detail By Events Report
agent06: Agent State Trace Detail By Events Report
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ' ' + Person.FirstName
Derived from: Person.LastName + ' ' + Person.FirstName
Media
The media routing domain into which the agent is logged for doing this type of
task. This is the media routing domain associated with the Skill Group in which
the agent worked when doing this task.
Each media routing domain has its own skill groups. If an agent is logged into
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
Date Time
The date and time at which the state change occurred.
Derived from: Agent_State_Trace.DateTime
Derived from: Agent_State_Trace.DateTime
Overview:
Title
The name you give it when you save the report
Subject
A table of agent states and task detail events for agents
with agent state trace enabled.
The report displays data on the event that changed an
The report displays data on the event that changed an
agent's state, the new agent state, and the reason for the
state change.
Purpose
To show detail on agent state changes for the selected time
period.
Applicable
environment
IPCC and/or standard ACD
Template type
Historical table
Default sort order
By media, then by last name, and by first name
Drilldowns available
No
Schema database
tables
Agent
Person
Media_Routing_Domain
Agent_State_Trace