Cisco Cisco IP Contact Center Release 4.6.2 User Guide

The skill group associated with the task on which the agent is 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 

The last and first name of the agent.
Derived from: Person.LastName + ’ , ’ + Person.FirstName 

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.

Purpose

To show all the available agent skill-group real-time data in the 
Agent_Skill_Group_Real_Time database table so that you can select 
which data you want for a customized agent skill-group real-time report.

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.

Applicable environment

IPCC and/or ICM

Template type

Real-time table

Default sort order

By skill group, then by agent within skill group, and then by date.

Drilldowns available

No

Schema database tables

Agent_Real_Time 

 

Agent

 

Person

 

Agent_Skill_Group_Real_Time

 

Skill_Group