Cisco Cisco IPCC Web Option User Guide

The Enterprise Name of the agent team and the Agent Team Skill ID.
Derived from: Agent_Team.EnterpriseName + Agent_Team.AgentTeamID

The agent's primary supervisor.
Derived from: Person.LastName + ' ' + Person.FirstName

Subject

A table of all the selected agent teams 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-team real-time data in the 
Agent_Real_Time database table so that you can select which data you 
want for a customized agent-team 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

Default sort order

By Team, Last Name, First Name, Agent Skill Target ID

Drilldowns available

No

Schema database tables

Agent 

 

Person

 

Media_Routing_Domain

 

Agent_Real_Time

 

Agent_Team_Member

 

Agent_Team, Skill_Group