Cisco Cisco IP Contact Center Release 4.6.2 Technical References

Local database only.

Each row provides real-time statistics for a member of a skill group. If an individual agent is a member 
of multiple skill groups, multiple Agent Skill Group Real Time rows are created for that agent.

The ICM software generates an Agent_Skill_Group_Real_Time record for each skill group member.

Skill Group Member (SkillTargetID + SkillGroupSkillTargetID) maps to 
Skill_Group_Member.AgentSkillTargetID + Skill_Group_Member.SkillGroupSkillTargetID)

SkillTargetID

The SkillTargetID of the agent. Together with 
SkillGroupSkillTargetID identifies the skill group 
member.

int

PK, FK, NOT 
NULL

SkillGroupSkillTargetID

Together with SkillTargetID identifies the skill 
group member.

int

PK, FK, NOT 
NULL

DateTime

The date and time when the row was generated.

datetime

NOT NULL

AgentState

The current real time state of the agent:

0   =   Logged  Off
1   =   Logged  On
2   =   Not  Ready
3   =   Ready
4  =  Talking
5  =  Work Not Ready
6  =  Work Ready
7   =   Busy  Other
8   =   Reserved
9  =  Call Initiated
10  =  Call Held
11  =  Call Retrieved
12  =  Call Transferred
13  =  Call Conferenced
14  =  Unknown

int

NULL

ReasonCode

Code received from the peripheral indicating the 
reason for the agent’s last state change.

int

NULL

DateTimeLastStateChange

Date and time of the agent’s last state change.

datetime

NULL

DateTimeLogin

Date and time the agent logged on with the skill 
group.

datetime

NULL

Priority

Priority of the skill group for the agent.

int

NULL

CallsInProgress

The number of tasks currently associated with this 
skill group.

int

NULL