User Guide

4-4
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 4 Agent Report Templates
Agent By Agent Reports
Agent real-time reports
• agent20: Agent real-time Report, page 4-4
• agent28: Agent real-time All Fields Report, page 4-7
agent20: Agent real-time Report
See Agent20, page 10-4, for an illustration of this report.
Overview:
Subject A table of selected agents showing each agent's currently active skill
group, state, and call direction within each media routing domain into
which the agent is logged.
Fields applicable to a voice domain only are prefixed with an asterisk
(*). Such fields are not applicable fo
r e-mail or web media.
Purpose To show current agent status
Applicable environment Unified CCE, Unified ICM
Template type Real-time table
Default sort order By agent last name, first name, media routing domain, phone extension,
lo
gon date and time, and skill group
Drilldowns available No
Schema database tables Agent
Agent_Real_Time
Media_Routing_Domain
Person
Skill_Group
Controller_Time
•
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ", " + Person.FirstName
Media
The media routing domain into which the agent is logged for doing this type of task. This is the
med
ia 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
ro
uting domain, then that agent also belongs to more than one skill group.
Derived from: Media_Routing_Domain.EnterpriseName