Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
2-7
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
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
agent28: Agent Real Time All Fields Report
Overview:
Subject
A table of all the selected agents listing all the available agent real-time
report data.
report data.
Note: This report is the same report as Agtskg28
report except that this report is first sorted by agent
rather than by skill group.
Fields applicable to a voice domain only are prefixed
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 out-
Note: In the following descriptions, agent-dialed out-
bound calls or tasks are different from Outbound
Option calls that are program-dialed outbound calls.
Only fields specified as Outbound Option contain auto-
mated call data. In all other cases, outbound calls are
agent-dialed ones.
Purpose
To show all the available agent real-time data in the Agent_Real_Time
database table so that you can select which data you want for a
customized agent real-time report.
database table so that you can select which data you want for a
customized agent 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. You can also use
a third-party tool to customize your report.
another format. For example, you can export the report to an Excel
spreadsheet and modify the report to suit your needs. 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 agent last name, first name, media, date, time, and skill group