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
Data:
Peripheral
The enterprise name of the peripheral and its ID.
Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID
Agent Name (no label)
The last and first name of the agent and the agent's ID (in parentheses) in the skill group in which
agent resides.
Derived from: Person.LastName + ’ , ’ + Person.FirstName
Active Skill Group
The skill group associated with the task on which the agent is currently working. If the agent is not
involved in any task in the media routing domain, this field shows Not Applicable. Since an agent
can be logged into multiple skill groups, this field is not filled until the agent is assigned a task.
Derived from: Skill_Group.EnterpriseName
Active Service
Identifies the service for the task the agent is currently working on. If the agent is not involved in
any task that is associated with a service, this field shows Not Applicable.
Derived from: Service.EnterpriseName
Agent State
The current state of the agent. The following states can appear in this report:
– *Talking
– Active
– *Ready
– Not Active
– Work Ready
– Work Not Ready
Sort order By peripheral, then by agent within peripheral, and then by date and time.
Drilldowns available No
Schema database tables Agent
Agent_Real_Time
Media_Routing_Domain
Peripheral
Person
Skill_Group
Controller_Time
Service