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
*Customer Phone
(Outbound Option only) The phone number of the caller with whom the agent is speaking.
Derived from: Agent_Real_Time.CustomerPhoneNumber
*Customer Account
(Outbound Option only) The account number of the caller with whom the agent is speaking.
Derived from: Agent_Real_Time.CustomerAccountNumber
*Campaign
(Outbound Option only) The campaign ID for the campaign associated with this call.
Derived from: Agent_Real_Time.CampaignID
*Query Rule
(Outbound Option only) The query rule belonging to the campaign identified by the CampaignID.
Derived from: Agent_Real_Time.QueryRuleID
Routable
Indicates whether the agent is routable with respect to this Media Routing Domain. Valid options:
Y = Yes, the agent is routable. N = No, the agent is not routable.
Derived from: Agent_Real_Time.Routable
Last Mode Change
The date and time of the agent’s last mode change.
Derived from: Agent_Real_Time.DateTimeLastModeChange
Tasks In Progress
The number of tasks associated with this Media Routing Domain on which this agent is currently
working.
Derived from: Agent_Real_Time.CallInProgress
Max Tasks
The maximum number of tasks associated with this Media Routing Domain on which this agent
can work simultaneously.
Derived from: Agent_Real_Time.MaxTasks
Available in MRD
Whether or not the agent is available to accept a task in this media routing domain:
– NO (Not available)
– YES_ICM (Unified ICM available in media routing domain)