Cisco Cisco Unified Intelligent Contact Management Software User Guide
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ICM WebView Online Help
Agent Reports
agtskg20: Agent Skill Group Real Time Report
Data:
Agent Name
The last and first name of the agent and the agent ID number.
Derived from: Person.LastName + "," + Person.FirstName +
Derived from: Person.LastName + "," + Person.FirstName +
Agent.SkillTargetID
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 + Skill_Group.SkillTargetID
Derived from: Skill_Group.EnterpriseName + Skill_Group.SkillTargetID
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.
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
Available in MRD
Whether or not the agent is available to accept a task, or if involved in a task,
available to accept more tasks:
NO (Not available)
NO (Not available)
YES-ICM (ICM available in media routing domain)
YES-APP (Application available in media routing domain)
An agent is available for a task in a media routing domain if the agent has not
An agent is available for a task in a media routing domain if the agent has not
reached the agent's maximum task limit for that task type or if the agent is
not working on an interruptible task in another media routing domain.
If an agent is available in ICM, then ICM can assign and route the task. If an
If an agent is available in ICM, then ICM can assign and route the task. If an
agent is available in an application, then the application can assign and route
the task. In the former case, only ICM can assign tasks to the agent. In the
latter, only the application can assign tasks to the agent.
Derived from: Agent_Real_Time.AvailableInMRD
Derived from: Agent_Real_Time.AvailableInMRD
Queued Now
The number of tasks currently queued for the skill group at the CallRouter.
Derived from: Skill_Group_Real_Time.RouterCallsQNow
Derived from: Skill_Group_Real_Time.RouterCallsQNow