Cisco Cisco E-Mail Manager Unity Integration Option Guida Utente
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent By Agent Reports
2 IPCC Agent Report Templates
agent20: Agent Real Time Report
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ", " + Person.FirstName
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
Extension
The phone extension into which the agent is logged.
Derived from: Agent_Real_Time.Extension
Overview:
Subject
A table of selected agents showing each agent's currently
active skill group, state, and call direction within each
media routing domain into which the agent is logged.
Fields applicable to a voice domain only are prefixed with
an asterisk (*). Such fields are not applicable for e-mail
or collaboration media.
Purpose
To show current agent status
Applicable
environment
IPCC and/or ICM
Template type
Real-time table
Default sort order
By agent last name, first name, media routing domain,
phone extension, logon date and time, and skill group
Drilldowns available
No
Schema database
tables
Agent
Agent_Real_Time
Media_Routing_Domain
Person
Skill_Group
Controller_Time