Cisco Cisco IPCC Web Option User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent By Team Reports
2 IPCC Agent Report Templates
Eligible For Task
The number of agents who are eligible to receive tasks in the specified media routing
domain.
domain.
NOTE1: It is possible for an agent to be in the Not Active state (available) and yet be
not Eligible For Task in a media routing domain. This can occur under the following
circumstances:
not Eligible For Task in a media routing domain. This can occur under the following
circumstances:
•
In media routing domains other than Voice: if the agent is currently working on a
Voice task
Voice task
•
In the Voice media routing domain: if the agent is currently working on a multimedia
task other than an Email task
task other than an Email task
NOTE2: It is possible for an agent to be currently working on a task (Active In state)
and yet be Eligible For Task in a media routing domain. This can occur under the
following circumstances:
and yet be Eligible For Task in a media routing domain. This can occur under the
following circumstances:
•
In the Multi Session Chat (MSC) media routing domain: if the agent is currently
working on a MSC task, an agent is eligible to receive a task up to the maximum
task limit configured in the system.
working on a MSC task, an agent is eligible to receive a task up to the maximum
task limit configured in the system.
Derived from: Count of agents where Agent_Real_Time.AvailableInMRD != “0”
Agent by Team Historical Reports
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