Cisco Cisco IPCC Web Option User Guide

IPCC Agent Report Templates

agent20: Agent Real Time Report

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

agent20: Agent Real Time Report 

The last and first name of the agent.

Derived from: Person.LastName + ", " + Person.FirstName

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 phone extension into which the agent is logged.

Derived from: Agent_Real_Time.Extension

The date and time that the agent logged in. The format is MM/DD/YYYY (month, day, 
year) and HH:MM:SS (hour, minute, second) format.

Derived from: Agent_Real_Time.DateTimeLogin

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 
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