Cisco Cisco Unified Contact Center Enterprise 9.0(2) 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 Skill Group Reports
– Work Ready
– Work Not Ready
– *Hold
– Paused
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
*Campaign Name
The name of the campaign to which this agent is assigned.
Derived from: Campaign.CampaignName
Derived from: Campaign.CampaignName
*Query Rule Name
The name of the Outbound Option query rule currently in operation.
Derived from: Query_Rule.QueryRuleName
Derived from: Query_Rule.QueryRuleName
*Customer Phone
The telephone number of the customer to whom the agent is speaking.
Derived from: Agent_Real_Time.CustomerPhoneNumber
Derived from: Agent_Real_Time.CustomerPhoneNumber
*Customer Account
The account number of the customer to whom the agent is speaking.
Derived from: Agent_Real_Time.CustomerAccountNumber
Derived from: Agent_Real_Time.CustomerAccountNumber
agtskg28: Agent Skill Group Real Time All Fields Report
Overview:
Subject
A table of all the selected skill groups listing all the available agent
real-time report data.
Note: This report is the same report as the Agent28 report except
that this report is first sorted by skill group rather than by agent.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Note: In the following descriptions, agent-dialed outbound calls or
tasks are different from Outbound Option calls that are automated
program-dialed outbound calls. Unless, specified as Outbound
Option, outbound calls are agent dialed ones.
real-time report data.
Note: This report is the same report as the Agent28 report except
that this report is first sorted by skill group rather than by agent.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Note: In the following descriptions, agent-dialed outbound calls or
tasks are different from Outbound Option calls that are automated
program-dialed outbound calls. Unless, specified as Outbound
Option, outbound calls are agent dialed ones.