Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
Agent By Agent Reports
2 IPCC Agent Report Templates
2-
7
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Available In MRD
Whether or not the agent is available to accept a task in this media routing domain:
NO (Not available)
YES_ICM (ICM available in media routing domain)
YES_APP (Application available in media routing domain)
YES_ICM (ICM available in media routing domain)
YES_APP (Application available in media routing domain)
An agent is available for a task in a media routing domain (MRD) if the agent's state in
that MRD is anything other than Not Ready, and the agent is not at the agent's
maximum task limit for the MRD, and the agent is not working on a non-interruptible
task in another MRD.”
that MRD is anything other than Not Ready, and the agent is not at the agent's
maximum task limit for the MRD, and the agent is not working on a non-interruptible
task in another MRD.”
If an agent is ICM-available, then ICM can assign tasks to the agent. If an agent is
Application-available, then the application can assign tasks to the agent. In the former
case, only ICM can assign tasks to the agent. In the latter, only the application can
assign tasks to the agent.
Application-available, then the application can assign tasks to the agent. In the former
case, only ICM can assign tasks to the agent. In the latter, only the application can
assign tasks to the agent.
Derived from: Agent_Real_Time.AvailableInMRD
agent28: Agent Real Time All Fields Report
Overview:
Subject
A table of all the selected agents listing all the available
agent real-time report data.
Note: This report is the same report as
Agtskg28 report except that this report is
first sorted by agent rather than by skill
group.
Fields applicable to a voice domain only are
Fields applicable to a voice domain only are
prefixed with an asterisk (*). Such fields are
not applicable for e-mail or collaboration
media.
Note: In the following descriptions,
Note: In the following descriptions,
agent-dialed outbound calls or tasks are dif-
ferent from Outbound Option calls that are
program-dialed outbound calls. Only fields
specified as Outbound Option contain auto-
mated call data. In all other cases, outbound
calls are agent-dialed ones.
Purpose
To show all the available agent real-time data in the
Agent_Real_Time database table so that you can select
which data you want for a customized agent real-time
report.
Note: This report is designed to be saved and exported
or copied to another format. For example, you can export
the report to an Excel spreadsheet and modify the report
to suit your needs. If that is not acceptable, you can also
use a third-party tool to customize your report.