User Guide

4-7
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 4 Agent Report Templates
Agent By Agent Reports
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Derived from: Agent_Real_Time.Destination
Available In MRD
Whether or not the agent is available to accept a task in this media routing domain:
NO (Not available)
YES_ICM (Unified 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
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 prefixed with an
asterisk (*). Such fields are not applicable for e-mail or web media.

In the following descriptions, agent-dialed outbound calls or tasks
are different from Outbound Option calls that are program-dialed
outbound calls. Only fields specified as Outbound Option contain
automated 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. You can also use
a third-party tool to customize your report.
Applicable environment Unified CCE, Unified ICM
Template type Real-time table
Default sort order By agent last name, first name, media, date, time, and skill group