Cisco Cisco IPCC Web Option ユーザーガイド
2-200
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 2 Agent Report Templates
Agent By Team Reports
Hold
The number of agents that have all active tasks on hold and/or have paused tasks.
The agent is not in the Hold state with one task on hold and talking on another task (for
example, a consultative call). The agent must have all active tasks on hold.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘10’ or ‘12’
The agent is not in the Hold state with one task on hold and talking on another task (for
example, a consultative call). The agent must have all active tasks on hold.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘10’ or ‘12’
Not Active
The number of agents in the Not Active state, the state where the agent is ready to
accept tasks, but is not currently involved in task work.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘3’ or ‘14’
accept tasks, but is not currently involved in task work.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘3’ or ‘14’
Wrap-Up
The number of agents in the Work Not Ready state Work Ready state. The Work Not
Ready state is a state in which an agent is involved in after task work and is assumed
not to be ready to accept incoming tasks when done. The Work Ready state is a state in
which an agent is involved in after task work and is assumed to be ready to accept
incoming tasks when done.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘5’ or ‘6’
Ready state is a state in which an agent is involved in after task work and is assumed
not to be ready to accept incoming tasks when done. The Work Ready state is a state in
which an agent is involved in after task work and is assumed to be ready to accept
incoming tasks when done.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘5’ or ‘6’
Not Ready
The number of agents in the Not Ready state, a state in which agents are logged in but
are neither involved in any task handling activity nor available to handle a task.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘2’
are neither involved in any task handling activity nor available to handle a task.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘2’
Reserved
The number of agents currently in the Reserved state, a state in which an agent has
been selected to receive a task. An agent is in the Reserved state until the task is
answered.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘8’
been selected to receive a task. An agent is in the Reserved state until the task is
answered.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘8’
Eligible For Task
The number of agents who are eligible to receive tasks in the specified media routing
domain.
NOTE1: It is possible for an agent to be in the Not Active state (available) and yet be
not Eligible For Task in a media routing domain. This can occur under the following
circumstances:
•
domain.
NOTE1: It is possible for an agent to be in the Not Active state (available) and yet be
not Eligible For Task in a media routing domain. This can occur under the following
circumstances:
•
In media routing domains other than Voice: if the agent is currently working
on a Voice task
• In the Voice media routing domain: if the agent is currently working on a multimedia
• In the Voice media routing domain: if the agent is currently working on a multimedia
task other than an Email task
NOTE2: It is possible for an agent to be currently working on a task (Active In state)
and yet be Eligible For Task in a media routing domain. This can occur under the
following circumstances:
•
NOTE2: It is possible for an agent to be currently working on a task (Active In state)
and yet be Eligible For Task in a media routing domain. This can occur under the
following circumstances:
•
In the Multi Session Chat (MSC) media routing domain: if the agent is
currently working on a MSC task, an agent is eligible to receive a task up to the
maximum task limit configured in the system.
Derived from: Count of agents where Agent_Real_Time.AvailableInMRD != “0”
maximum task limit configured in the system.
Derived from: Count of agents where Agent_Real_Time.AvailableInMRD != “0”