Cisco Cisco E-Mail Manager Unity Integration Option User Guide

IPCC Agent Report Templates

agteam02: Agent Skill Group Status Report

  Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

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 more 
than one media routing domain, then that agent also belongs to more than one skill 
group.

Derived from: Media_Routing_Domain.EnterpriseName

The date and time that the agent logged in.

Derived from: Agent_Skill_Group_Real_Time.DateTimeLogin

The number of tasks the agent is currently working on that are associated with the skill 
group.

Derived from: Agent_Skill_Group_Real_Time.CallsInProgress

The current state of the agent. The following states can appear in this report:
*Talking
Active
*Ready
Available/Not Active
Work Ready
Work Not Ready
*Hold
Paused
Busy Other
Reserved
Not Ready

States with an asterisk (*) are voice media only states. 

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 

The total time the agent has spent in the current state.

Derived from: DATEDIFF(seconds, Agent_Skill_Group_Real_Time.DateTimeLast-

StateChange, getdate())

A code received from the peripheral that indicates the reason for the agent's last state 
change. If not defined, this displays 0.
Note: