Cisco Cisco E-Mail Manager Unity Integration Option User Guide
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent by Peripheral Reports
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
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
Agent State
– The current state of the agent. The following states can appear in this report:
– *Talking
– Active
– *Ready
– 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_Real_Time.AgentState
consulting with associates) is in either the Work Ready or the Work Not Ready state.
Derived from: Agent_Real_Time.AgentState
Mobile Agent Mode
The mode by which the agent is connected:
– 0 = Not Mobile (Local agent; normal ACD/IPCC phone or non-voice task)
– 1 = Call By Call (Mobile agent's phone is connected for each incoming call)
– 2 = Nailed Connection (Mobile agent calls and logs in once; line remains connected
through multiple calls)
Derived from: Agent_Real_Time.PhoneType
Mobile Agent Phone Number
For a mobile agent (an agent working remotely), the current phone number.
Derived from: Agent_Real_Time.RemotePhoneNumber
Derived from: Agent_Real_Time.RemotePhoneNumber
Duration In Current State
The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds)
format.
Derived from: DATEDIFF(second, Agent_Real_Time.DateTimeLastStateChange,
getdate())
format.
Derived from: DATEDIFF(second, Agent_Real_Time.DateTimeLastStateChange,
getdate())