Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador

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The agent report templates are divided into the following four categories:

Agent By Agent — report templates on selected individual agents

Agent By Peripheral — report templates on all agents on selected peripherals

Agent By Skill Group — report templates on agents in selected skill groups

Agent By Team — report templates on agents within selected agent teams

This section describes:

Agent Database Tables

Agent real-time data is stored in the Agent_Real_Time and 

Agent_Skill_Group_Real_Time tables of the Distributor AW local database. Agent 

historical data is stored in the following tables of the ICM central database:

Agent_Half_Hour

Agent_Skill_Group_Half_Hour

Agent_Logout

Agent_State_Trace

Agent state reports also use data from the Termination_Call_Detail table.

Agent By Agent Report Templates

Reporting on this grouping of agents is useful to a Contact Center Administrators 

with global responsibility of all agents in the Contact Center, regardless of their 

location. For the report, select from the displayed list of agents in your enterprise.