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Agent Reports

agent20: Agent Real Time Report

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. 
Derived from: Media_Routing_Domain.EnterpriseName

The phone extension into which the agent is logged.
Derived from: Agent_Real_Time.Extension

The date and time that the agent logged in. The format is MM/DD/YYYY 

(month, day, year) and HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Real_Time.DateTimeLogin

The current state of the agent. The following states can appear in this report:
*

Active state
Work Ready state
Work Not Ready state

Paused state
Interrupted state

The state with an asterisk (*) is a voice media only state. 
Note: This template can display agent status data only when the agent is in 

the talking or active state. If the agent is not involved in a task in some way, 

this template does not display the agent state for that agent.
An agent doing wrap-up work (post-call activities, such as completing 

paperwork or consulting with associates) is in either the Work Ready or the 

Work Not Ready state. 
Derived from: Agent_Real_Time.AgentState 

The skill group associated with the task on which the agent is currently 

working. If the agent is not involved in any task in the media routing domain, 

this field shows Not Applicable. Since an agent can be logged into multiple skill 

groups, this field is not filled until the agent is assigned a task.
Derived from: Skill_Group.EnterpriseName