User Guide

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WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 4 Agent Report Templates
Agent By Agent Reports
*Campaign
(Outbound Option only) The campaign ID for the campaign associated with this call.
Derived from: Agent_Real_Time.CampaignID
*Query Rule
(Outbound Option only) The query rule belonging to the campaign identified by the CampaignID.
Derived from: Agent_Real_Time.QueryRuleID
Duration In Current State
The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format.
Derived from: DATEDIFF(second, Agent_Real_Time.DateTimeLastStateChange, getdate())
Routable
Indicates whether the agent is routable with respect to this Media Routing Domain. Valid options:
Y = Yes, the agent is routable. N = No, the agent is not routable.
Derived from: Agent_Real_Time.Routable
Last Mode Change
The date and time of the agent’s last mode change.
Derived from: Agent_Real_Time.DateTimeLastModeChange
Tasks In Progress
The number of tasks associated with this Media Routing Domain on which this agent is currently
working.
Derived from: Agent_Real_Time.CallInProgress
Max Tasks
The maximum number of tasks associated with this Media Routing Domain on which this agent
can work simultaneously.
Derived from: Agent_Real_Time.MaxTasks
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.
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If an agent is ICM-available, then Unified ICM can assign tasks to the agent. If an agent is