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
– No
– Yes
Derived from: Agent_Real_Time.RequestedSupervisorAssist
Direction
The direction of active task:
– In (inbound task - non voice tasks are always inbound)
– Out (outgoing external task)
– Other (outgoing or incoming internal task)
– Not Applicable (if the logged in agent is not active in the skill group)
Derived from: Agent_Real_Time.Direction
*Destination
The type of outbound call on which the agent is currently working:
None (Not Applicable)
– ACD
– Direct
– Auto out
– Reserve
– Preview
Derived from: Agent_Real_Time.Destination
Media
The media routing domain into which the agent is logged for doing this type of task. This is the
media routing domain associated with the Skill Group in which the agent is currently working.
Each media routing domain has its own skill groups. If an agent is logged into more than one media
routing domain, then that agent also belongs to more than one skill group.
Derived from: Media_Routing_Domain.EnterpriseName
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)