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
Agents Logged On
The number of agents currently logged on.
Derived from: Count of agents with Agent_Real_Time.AgentState != ‘0’
Active IN
The number of agents currently working on incoming tasks.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘11’ or ‘4’ And Direction =
‘1’
* Active OUT
The number of agents currently working on outbound tasks.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘11’ or ‘4’ And Direction =
‘2’
* Active Other
The number of agents currently working on internal (neither inbound nor outbound) tasks.
Examples of “other tasks" include agent-to-agent transfers and supervisor tasks.
Derived from: (Agent_Real_Time.AgentState = 11 or Agent_Real_Time.AgentState = 4) and
Agent_Real_Time.Direction=3
Hold
The number of agents that have all active tasks on hold and/or have paused tasks.
The agent is not in the Hold state with one task on hold and talking on another task (for example, a
consultative call). The agent must have all active tasks on hold.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘10’ or ‘12’
Not Active
The number of agents in the Not Active state, the state where the agent is ready to accept tasks, but
is not currently involved in task work.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘3’ or ‘14’
Wrap-Up
The number of agents in the Work Not Ready state Work Ready state. The Work Not Ready state
is a state in which an agent is involved in after task work and is assumed not to be ready to accept
incoming tasks when done. The Work Ready state is a state in which an agent is involved in after
task work and is assumed to be ready to accept incoming tasks when done.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘5’ or ‘6’
Not Ready
The number of agents in the Not Ready state, a state in which agents are logged in but are neither
involved in any task handling activity nor available to handle a task.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘2’