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
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
Task Level Change
The date and time of the agent’s last task level change.
Derived from: Agent_Real_Time.DateTimeTaskLevelChange
Router Task Q Now
The number of calls currently queued for the agent at the call router.
Derived from: Agent_Real_Time.RouterCallsQueueNow
Router Longest Task Q
The time when the longest call in queue was queued for the agent.
Derived from: Agent_Real_Time.RouterLongestCallQ
agteam29: Agent SkillGroup Assignments Real-Time
See Agteam29, page 10-20 for an illustration of this report.
Overview:
Subject Table showing the skill groups assigned to the agents on a given team.
Purpose Provides information to supervisors on the number of agents on their
team and their current skill group assignments. This report is useful for
supervisors who do not have access to a Administration & Data Server;
it is useful when using the Dynamic Reskilling tool.
Applicable environment Unified CCE, Unified ICM
Template type Real-time table
Default sort order Agent Team, Supervisor, Agent Last Name, Agent First Name, Media,
SkillGroup Member