Cisco Cisco Unified Intelligent Contact Management Software 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
Agent Name
The last and first name of the agent.
Derived from: Person.LastName ", " Person.FirstName
Derived from: Person.LastName ", " Person.FirstName
Extension
The phone extension that the agent has logged into.
Derived from: Agent_Real_Time.Extension
Derived from: Agent_Real_Time.Extension
Log On DateTime
Date and time of the login of the agent measured in MM/DD/YYYY HH:MM:SS (month,
day, year, hour, minute, second) format.
Derived from: Agent_Real_Time.DateTimeLogin
day, year, hour, minute, second) format.
Derived from: Agent_Real_Time.DateTimeLogin
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
Agent State
The current state of the agent. The following states can appear in this report:
– *Talking
– Active
– *Ready
– Not Active
– Work Ready
– *Hold
– Paused
– Busy Other
– Reserved
– Not Ready
The state with an asterisk (*) is a voice media only state.
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
Duration in Current State
The length of time since the agent's state last changed, measured in HH:MM:SS
(hours, minutes, seconds) format.
Derived from: DATEDIFF(second, Agent_Real_Time.DateTimeLastStateChange,
getdate())
(hours, minutes, seconds) format.
Derived from: DATEDIFF(second, Agent_Real_Time.DateTimeLastStateChange,
getdate())
Mobile Agent Mode
The mode by which the agent is connected:
– 0 = Not Mobile (Local agent; normal ACD/IPCC phone or non-voice task)