Cisco Cisco IPCC Web 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 Agent Reports
Available In MRD
Whether or not the agent is available to accept a task in this media routing domain:
NO (Not available)
NO (Not available)
YES_ICM (ICM available in media routing domain)
YES_APP (Application available in media routing domain)
An agent is available for a task in a media routing domain (MRD) if the agent's state in
that MRD is anything other than Not Ready, and the agent is not at the agent's
maximum task limit for the MRD, and the agent is not working on a non-interruptible
task in another MRD.”
If an agent is ICM-available, then ICM can assign tasks to the agent. If an agent is
Application-available, then the application can assign tasks to the agent. In the former
case, only ICM can assign tasks to the agent. In the latter, only the application can
assign tasks to the agent.
Derived from: Agent_Real_Time.AvailableInMRD
An agent is available for a task in a media routing domain (MRD) if the agent's state in
that MRD is anything other than Not Ready, and the agent is not at the agent's
maximum task limit for the MRD, and the agent is not working on a non-interruptible
task in another MRD.”
If an agent is ICM-available, then ICM can assign tasks to the agent. If an agent is
Application-available, then the application can assign tasks to the agent. In the former
case, only ICM can assign tasks to the agent. In the latter, only the application can
assign tasks to the agent.
Derived from: Agent_Real_Time.AvailableInMRD
agent28: Agent Real Time All Fields Report
Overview:
Subject
A table of all the selected agents listing all the available agent
real-time report data.
real-time report data.
Note
This report is the same report as Agtskg28 report except
that this report is first sorted by agent rather than by
skill group. Fields applicable to a voice domain only are
prefixed with an asterisk (*). Such fields are not applicable
for e-mail or collaboration media.
that this report is first sorted by agent rather than by
skill group. Fields applicable to a voice domain only are
prefixed with an asterisk (*). Such fields are not applicable
for e-mail or collaboration media.
In the following descriptions, agent-dialed outbound calls
or tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as
Outbound Option contain automated call data. In all other
cases, outbound calls are agent-dialed ones.
or tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as
Outbound Option contain automated call data. In all other
cases, outbound calls are agent-dialed ones.
Purpose
To show all the available agent real-time data in the
Agent_Real_Time database table so that you can select which
data you want for a customized agent real-time report.
Note: This report is designed to be saved and exported or
copied to another format. For example, you can export the
report to an Excel spreadsheet and modify the report to suit
your needs. You can also use a third-party tool to customize
your report.
Agent_Real_Time database table so that you can select which
data you want for a customized agent real-time report.
Note: This report is designed to be saved and exported or
copied to another format. For example, you can export the
report to an Excel spreadsheet and modify the report to suit
your needs. You can also use a third-party tool to customize
your report.
Applicable environment IPCC and/or ICM
Template type
Real-time table
Default sort order
By agent last name, first name, media, date, time, and skill
group
group