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
Supervisor
The agent's primary supervisor.
Derived from: Person.LastName + ' ' + Person.FirstName
Media
The media routing domain into which the agent is logged. This is the media routing domain with
which the agent's Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName
Agent Name
The agent's last name and first name and the agent skill ID
Person.LastName, + Person.FirstName + Agent.SkillTargetID
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: Agent_Real_Time.EnterpriseName
Active Service
The skill group service enteprise name. If the agent is not involved in any task that is associated
with a service, this field shows Not Applicable.
Derived from: Service.EnterpriseName
Agent State
The current state of the agent. The following states can appear in this report:
– *Talking
– Active
– *Ready
– Not Active
– Work Ready
– Work Not Ready
– *Hold
– Paused
– Busy Other
– Reserved
– Not Ready