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:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ’ , ’ + Person.FirstName
Skill Group
The skill group associated with the task on which the agent is currently 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 + Skill_Group.SkillTargetID
Queued Now
The number of tasks currently queued for the skill group.
Derived from: Skill_Group_Real_Time.RouterCallsQNow
Extension
The phone extension assigned to the agent.
Derived from: Agent_Real_Time.Extension
Log On DateTime
The date and time that the agent logged in. The format is MM/DD/YYYY HH:MM:SS (month,
day, year and hour, minute, second) format.
Derived from: Agent_Skill_Group_Real_Time.DateTimeLogin
Agent State
The current state of the agent. The following states can appear in this report:
– *Talking
– Active
– *Ready
– Not Active
– Work Ready
Drilldowns available No
Schema database tables Agent
Agent_Real_Time
Media_Routing_Domain
Person
Skill_Group
Skill_Group_Real_Time
Agent_Skill_Group_Real_Time
Controller_Time