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 Team Reports
Available in MRD
Whether or not the agent is available to accept a task in this media routing domain:
– 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
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
agteam28: Agent Team Real Time All Fields Report
Overview:
Subject
A table of all the selected agent teams listing all the available
agent real-time report data.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
agent real-time report data.
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 program-dialed outbound calls. Only fields
specified as Outbound Option contain automated call
data. In all other cases, outbound calls are agent-dialed
ones.
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.
Purpose
To show all the available agent-team real-time data in the
Agent_Real_Time database table so that you can select which
data you want for a customized agent-team real-time report.
Agent_Real_Time database table so that you can select which
data you want for a customized agent-team 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. If that is not acceptable, you can also
use a third-party tool to customize your report.
copied to another format. For example, you can export
the report to an Excel spreadsheet and modify the report
to suit your needs. If that is not acceptable, 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 Team, Last Name, First Name, Agent Skill Target ID