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
Data:
Agent Team
The Enterprise Name of the agent team.
Derived from: Agent_Team.EnterpriseName
Supervisor
The agent teams' primary supervisor.
Derived from: Person.LastName + ' ' + Person.FirstName
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
Agent Name
The last and first name of the agent.
Derived from: Person.LastName ", " Person.FirstName
Extension
The phone extension that the agent has logged into.
Derived from: Agent_Real_Time.Extension
Log On DateTime
Date and time of the login of the agent measured in MM/DD/YYYY HH:MM:SS (month, day,
year, hour, minute, second) format.
Derived from: Agent_Real_Time.DateTimeLogin
Active 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
Agent State
The current state of the agent. The following states can appear in this report:
– *Talking
– Active
– *Ready