Cisco Cisco Unified Contact Center Enterprise 9.0(2) ユーザーガイド

Reports on current skill group, agent state, login time, task direction, applicable
reason codes, supervisor assistance requests and MRD availability

agent20: Agent Real Time

Reports on current skill group, agent state, login time, task direction, applicable
reason codes, supervisor assistance requests and MRD availability for agents on a
specific peripheral.

agtper20: Agent Peripheral Real
Time

Reports on current skill group, agent state, login time, task direction, applicable
reason codes, supervisor assistance requests, and MRD availability for agents in

agtskg30: IPCC Agent Skill Group
Real Time

specific skill groups. This report also provides the number of calls queued to an
agent's skill group that can be answered by the agent.

If you are reporting on agents who handle multi-session chat tasks, note that these
agents can work on more than one task at a time; you gather agent state information
from both the Available in MRD and Agent State columns.

Reports on current skill group, agent state, login time, task direction, applicable
reason codes and MRD availability for agents in specific skill groups.

agteam20: Agent Team Real Time

If you are reporting on agents who handle multi-session chat tasks, note that these
agents can work on more than one task at a time; you gather agent state information
from both the Available in MRD and Agent State columns.

Reports on the number of agents in different agent states, including logged in, active
in/out/other, held, not active, wrap up, not ready, reserved, and eligible for task.

agteam32: Agent Team State
Counts Real Time

Reports on agents who are currently logged out from specific peripheral skill groups.

perskg39: Peripheral Skill Group
Logout Real Time

Historical agent data helps you identify how agents compare to their peers, whether agent
performance is improving and whether additional training is required.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)