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 Team Reports
agteam02: Agent Skill Group Status Report
See Agteam02, page 10-14 for an illustration of this report.
Overview:
Subject A table of selected agent teams showing each agent's current logon date
and time, state, and last state change
Purpose To show current agent team status and age
nt availability according to
the skill groups in the teams
Applicable environment Unified CCE, Unified ICM
Template type Real-time table
Default sort order By agent team, skill group, agent name, and media routing domain
Drilldowns available No
Data derived from Unified
ICM
Schema database
tables
Agent
Agent_Skill_Group_Real_Time
Agent_Team
Agent_Team_Member
Person
Media_Routing_Domain
Skill_Group
Controller_Time
Data:
Agent Team
The name of the agent team.
Derived from: Agent_T
eam.EnterpriseName
Supervisor
The agent team's primary supervisor.
Derived from: Person.LastName + ' ' + Person.FirstName
Skill Group
The skill group into which the agent is logged.
Derived from: Skill_Group.EnterpriseName
Agent Name
The agent's last name and first name.
Derived from: Person.LastName + ' ' + Person.FirstName