Cisco Cisco IP Contact Center Release 4.6.2 User Guide
2-4
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 2 Agent Report Templates
Agent By Agent Reports
Agent real-time reports
•
•
agent20: Agent Real Time Report
See
, for an illustration of this report.
•
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ", " + Person.FirstName
Derived from: Person.LastName + ", " + Person.FirstName
Media
The media routing domain into which the agent is logged for doing this type of task.
This is the media routing domain associated with the Skill Group in which the agent is
currently working.
Each media routing domain has its own skill groups. If an agent is logged into more
than one media routing domain, then that agent also belongs to more than one skill
group.
Derived from: Media_Routing_Domain.EnterpriseName
This is the media routing domain associated with the Skill Group in which the agent is
currently working.
Each media routing domain has its own skill groups. If an agent is logged into more
than one media routing domain, then that agent also belongs to more than one skill
group.
Derived from: Media_Routing_Domain.EnterpriseName
Overview:
Subject
A table of selected agents showing each agent's currently active skill
group, state, and call direction within each media routing domain into
which the agent is logged.
group, state, and call direction within each media routing domain into
which the agent is logged.
Fields applicable to a voice domain only are prefixed with an asterisk
(*). Such fields are not applicable for e-mail or collaboration media.
(*). Such fields are not applicable for e-mail or collaboration media.
Purpose
To show current agent status
Applicable environment
IPCC and/or ICM
Template type
Real-time table
Default sort order
By agent last name, first name, media routing domain, phone extension,
logon date and time, and skill group
logon date and time, and skill group
Drilldowns available
No
Schema database tables
Agent
Agent_Real_Time
Media_Routing_Domain
Person
Skill_Group
Controller_Time