Cisco Cisco IP Contact Center Release 4.6.1 User Guide
6-4
ICM WebView Online Help
Agent Reports
agent20: Agent Real Time Report
Agent by agent real-time reports
This section describes the following real-time templates:
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agent20: Agent Real Time 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 is currently working.
Overview:
Title
The name you give it when you save the report
Subject
A table of selected agents showing each agent's currently
active skill group, state, and call direction within each
media routing domain into which the agent is logged.
Fields applicable to a voice domain only are prefixed with an
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
To show current agent status
Applicable
environment
IPCC and/or standard ACD
Template type
Real-time table
Default sort order
By agent last name, first name, media routing domain,
phone extension, logon date and time, and skill group
Drilldowns available
No
Schema database
tables
Agent
Agent_Real_Time
Media_Routing_Domain
Person
Skill_Group
Controller_Time