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 Skill Group Reports
Data:
Skill Group
The skill group associated with the task on which the agent is 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
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ’ , ’ + Person.FirstName
DateTime
The date and time of the selected row's data at the start of the interval in MM/DD/YYYY (month,
day, year) and HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Real_Time.DateTime
Service
Identifies the service for the task on which the agent is currently working.
Derived from: 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
– *Hold
– Paused
– Busy Other
– Reserved
Drilldowns available No
Schema database tables Agent_Real_Time 
Agent
Person
Agent_Skill_Group_Real_Time
Skill_Group