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
– 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 task on which the agent is currently working:
None (Not Applicable)
– ACD
– Direct
– Auto out
– Reserve
– Preview
Derived from: Agent_Real_Time.Destination
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)
– YES_APP (Application available in media routing domain)
An agent is available for a task in a media routing domain (MRD) if the agent's state in that MRD
is anything other than Not Ready, and the agent is not at the agent's maximum task limit for the
MRD, and the agent is not working on a non-interruptible task in another MRD.”
If an agent is ICM-available, then Unified ICM can assign tasks to the agent. If an agent is
Application-available, then the application can assign tasks to the agent. In the former case, only
Unified ICM can assign tasks to the agent. In the latter, only the application can assign tasks to the
agent.
Derived from: Agent_Real_Time.AvailableInMRD