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
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
Log On Date Time
The date and time that the agent logged in.
Derived from: Agent_Skill_Group_Real_Time.DateTimeLogin
Active Tasks
The number of tasks the agent is currently working on that are associated with the skill group.
Derived from: Agent_Skill_Group_Real_Time.CallsInProgress
Agent State
The current state of the agent. The following states can appear in this report:
– *Talking
– Active
– *Ready
– Available/Not Active
– Work Ready
– Work Not Ready
– *Hold
– Paused
– Busy Other
– Reserved
– Not Ready
States with an asterisk (*) are voice media only states.
An agent doing wrap-up work (post-call activities, such as completing paperwork or consulting
with associates) is in either the Work Ready or the Work Not Ready state.
Derived from: Agent_Skill_Group_Real_Time.AgentState
Duration In Current State
The total time the agent has spent in the current state.
Derived from: DATEDIFF(second, Agent_Skill_Group_Real_Time.DateTimeLastStateChange,
getdate())