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
Reason Code
A code received from the peripheral that indicates the reason for the agent's last state change. If not
defined, thi
s displays 0.
Derived from: Agent_Skill_Group_Real_Time.ReasonCode
Note • The agent's CTIOS desk settings and CTIOS registry settings need to be configured to display the
reason code. You can do this in the Configuration Manager's Agent Desk Settings List tool.
• You must enable reason code reporting by selecting the "agent event detail" check box in the
Configuration Manager's PG Explorer.
Skill Group Summary
The total of all agent data for all agents in the skill group.
Agent Summary
The total of all agent data for each agent.
Report Summary
The total of all agent data for all agents in the report.
agteam20: Agent Team real-time Report
See agteam20, page 10-16 for an illustration of this report.
Overview:
Subject A table summary of the current agent sta
tes of each agent within the
selected agent team(s).
Fields applicable to a voice domain only are prefixed with an asterisk
(*). Such fields are not applicable fo
r e-mail or web media.
Purpose To show the current status of the selec
ted agent team(s)
Applicable environment Unified CCE, Unified ICM
Template type Real-time table
Default sort order By agent team, supervisor, media routing domain, agent's last name, first
name, ph
one extension, login data and time
Drilldowns available No
Schema database tables Agent
Agent_Real_Time
Agent_Team
Agent_Team_Member
Person
Media_Routing_Domain
Skill_Group