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
– 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
Task Level Change
The date and time of the agent’s last task level change.
Derived from: Agent_Real_Time.DateTimeTaskLevelChange
Router Task Q Now
The number of calls currently queued for the agent at the call router.
Derived from: Agent_Real_Time.RouterCallsQueueNow
Router Longest Task Q
The time when the longest call in queue was queued for the agent.
Derived from: Agent_Real_Time.RouterLongestCallQ
Agent by Peripheral Historical Reports
• agtper03: Agent Peripheral Media Logout Status Report, page 4-80
• agtper04: Agent Peripheral Task Detail Activity Report, page 4-82
• agtper05: Agent Peripheral Task Detail Performance Report, page 4-85
• agtper21: Agent Peripheral Task Summary Half Hour Report, page 4-88
• agtper22: Agent Peripheral Task Summary Daily Report, page 4-93
• agtper23: Agent Peripheral Performance Summary Half Hour Report, page 4-97
• agtper24: Agent Peripheral Performance Summary Daily Report, page 4-101
• agtper25: Agent Peripheral Consolidated Half Hour Report Template, page 4-105
• agtper26: Agent Peripheral Consolidated Daily Report, page 4-109
• agtper27: Agent Peripheral Historical All Fields Report, page 4-114