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
– 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
agtskg30: IPCC Agent Skill Group real-time Report
See Agtskg30, page 10-14 for an illustration of this report.
Overview:
Subject A table showing current agent status within the specified skill group(s).
Fields applicable to a voice domain only are prefixed with an asterisk (*).
Such fields are not applicable for e-mail or web media.
Purpose To show skill group current status
Applicable environment Unified CCE only
Template type Real-time table
Default sort order By skill group name and agent name