Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent By Skill Group Reports
2 IPCC Agent Report Templates
*Supv Assist Reqstd
Whether or not the agent requested supervisor assistance:
No
Yes
No
Yes
Derived from: Agent_Real_Time.RequestedSupervisorAssist
Direction
The direction of active task:
In (inbound task - non voice tasks are always inbound)
Out (outgoing external task)
Other (outgoing or incoming internal task)
Not Applicable (if the logged in agent is not active in the skill group)
In (inbound task - non voice tasks are always inbound)
Out (outgoing external task)
Other (outgoing or incoming internal task)
Not Applicable (if the logged in agent is not active in the skill group)
Derived from: Agent_Real_Time.Direction
*Destination
The type of outbound call on which the agent is currently working:
None (Not Applicable)
ACD
Direct
Auto out
Reserve
Preview
None (Not Applicable)
ACD
Direct
Auto out
Reserve
Preview
Derived from: Agent_Real_Time.Destination
Media
The media routing domain into which the agent is logged for doing this type of task.
This is the media routing domain associated with the Skill Group in which the agent is
currently working.
This is the media routing domain associated with the Skill Group in which the agent is
currently working.
Each media routing domain has its own skill groups. If an agent is logged into more
than one media routing domain, then that agent also belongs to more than one skill
group.
than one media routing domain, then that agent also belongs to more than one skill
group.
Derived from: Media_Routing_Domain.EnterpriseName
Available in MRD
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)
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.”
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.
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