Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 2 Agent Report Templates
Agent by Peripheral Reports
Available in MRD
Whether or not the agent is available to accept a task in this media routing domain:
NO (Not available)
NO (Not available)
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.”
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.
Derived from: Agent_Real_Time.AvailableInMRD
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.”
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.
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.
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.
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.
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.
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.
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.