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
*Supv Assist Reqstd
Whether or not the agent requested supervisor assistance:
– No
– Yes
Derived from: Agent_Skill_Group_Real_Time.RequestedSupervisorAssist
*Destination
The type of outbound task on which the agent is currently working:
– None (Not Applicable)
– ACD
– Direct
– Auto out
– Reserve
– Preview
Derived from: Agent_Real_Time.Destination
Direction
The direction of active task:
– In (inbound task - non voice tasks are always inbound)
– Out (outgoing external task)
– Other (outgoing or ingoing internal task)
– Not Applicable (if the logged in agent is not active in the skill group)
Derived from: Agent_Real_Time.Direction
On Hold
Indicates whether a call is currently on hold or a task is paused: Yes; No.
Derived from: Agent_Real_Time.OnHold
*Network TargetID
The device target the agent is logged on to. This applies to only Unified CCE agents. In IPCC
Gateway, this applies to Outbound Option agents only.
Derived from: Agent_Real_Time.NetworkTargetID
Agent Status
Reserved for future use.
Derived from: Agent_Real_Time.AgentStatus