Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent by Peripheral Reports
2 IPCC Agent Report Templates
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)
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.”
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.
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
agtper28: Agent Peripheral Real Time All Fields Report
Overview:
Subject
A table of all the agents on the selected peripherals 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.
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.
Purpose
To show all the available agent-peripheral real-time data in
the Agent_Real_Time database table so that you can select
which data you want for a customized agent-peripheral
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.
Applicable
environment
IPCC and/or ICM
Template type
Real-time table
Sort order
By peripheral, then by agent within peripheral, and then by
date and time.