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
Data:
Peripheral
The enterprise name of the peripheral and its ID.
Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID
Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID
Agent Name (no label)
The last and first name of the agent and the agent's ID (in parentheses) in the skill
group in which agent resides.
Derived from: Person.LastName + ’ , ’ + Person.FirstName
group in which agent resides.
Derived from: Person.LastName + ’ , ’ + Person.FirstName
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
Active Service
Identifies the service for the task the agent is currently working on. If the agent is not
involved in any task that is associated with a service, this field shows Not Applicable.
Derived from: Service.EnterpriseName
involved in any task that is associated with a service, this field shows Not Applicable.
Derived from: Service.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
Drilldowns available
No
Schema database tables Agent
Agent_Real_Time
Media_Routing_Domain
Peripheral
Person
Skill_Group
Controller_Time
Service