Cisco Cisco IPCC Web Option User Guide
3-4
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Agent Reports
Agent real-time reports
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agent20: Agent Real Time Report
See
, for an illustration of this report.
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ", " + Person.FirstName
Derived from: Person.LastName + ", " + Person.FirstName
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 more
than one media routing domain, then that agent also belongs to more than one skill
group.
Derived from: Media_Routing_Domain.EnterpriseName
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
Overview:
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.
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 ICM
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
extension, logon date and time, and skill group
Drilldowns available
No
Schema database
tables
tables
Agent
Agent_Real_Time
Media_Routing_Domain
Person
Skill_Group
Controller_Time