User Guide

IPCC Agent Report Templates agtskg20: Agent Skill Group Real Time Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Direction
The direction of active task:
In (inbound task - non voice tasks are always inbound)
Out (outgoing external task)
Other (outgoing internal task)
Derived from: Agent_Real_Time.Direction
*Destination
The type of outbound call on which the agent is currently working:
None (Not Applicable)
ACD
Direct
Auto out
Reserve
Preview
Derived from: Agent_Real_Time.Destination
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.
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.
Derived from: Media_Routing_Domain.EnterpriseName
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)
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.
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.
Derived from: Agent_Real_Time.AvailableInMRD
Active Tasks
The number of tasks associated with the skill group that the agent is working on.
Derived from: Agent_Skill_Group_Real_Time.CallsInProgress