User Guide

4-130
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 4 Agent Report Templates
Agent By Skill Group Reports
Data:
Skill Group
The name of the skill group to which these agent is associated.
Derived from: Skill_Group.EnterpriseName
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ' , ' + Person.FirstName
Extension
The phone extension assigned to the agent.
Derived from: Agent_Real_Time.Extension
Agent State
The current state of the agent. The following states can appear in this report:
– *Talking
– Active
– Work Ready
– Work Not Ready
– *Hold
– Paused
States with an asterisk (*) are voice media only states.
An agent doing wrap-up work (post-call activities, such as completing paperwork or consulting
with associates) is in either the Work Ready or the Work Not Ready state.
Derived from: Agent_Real_Time.AgentState
*Campaign Name
The name of the campaign to which this agent is assigned.
Derived from: Campaign.CampaignName
Drilldowns available No
Schema database tables Skill_Group
Agent
Person
Agent_Real_Time
Campaign
Query_Rule