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 Peripheral Reports
– Preview
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 Unified 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
Unified 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
agtper28: Agent Peripheral real-time All Fields Report
Overview:
Subject A table of all the agents on the selected peripherals listing all the available
agent real-time report data.
Fields applicable to a voice domain only are prefixed with an asterisk (*).
Such fields are not applicable for e-mail or web media.
Note 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-peripheral real-time data in the
Agent_Real_Time database table so that you can select which data you
want for a customized agent-peripheral 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.
Applicable environment Unified CCE, Unified ICM
Template type Real-time table