Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario

Agent By Skill Group Reports

2      IPCC Agent Report Templates

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

The date and time of the agent’s last mode change. 

Derived from: Agent_Real_Time.DateTimeLastModeChange

The number of tasks associated with this Media Routing Domain on which this agent is 
currently working. 

Derived from: Agent_Real_Time.CallsInProgress

The maximum number of tasks associated with this Media Routing Domain on which 
this agent can work simultaneously.

Derived from: Agent_Real_Time.MaxTasks

Whether or not the agent is available to accept a task in this media routing domain: 

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

The date and time of the agent’s last task level change. 

Derived from: Agent_Real_Time.DateTimeTaskLevelChange

The number of calls currently queued for the agent at the call router.

Derived from: Agent_Real_Time.RouterCallsQueueNow

The time when the longest call in queue was queued for the agent.

Derived from: Agent_Real_Time.RouterLongestCallQ