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
Reserved
The number of agents currently in the Reserved state, a state in which an agent has been selected to
receive a task. An agent is in the Reserved state until the task is answered.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘8’
Eligible For Task
The number of agents who are eligible to receive tasks in the specified media routing domain.
Derived from: Count of agents where Agent_Real_Time.AvailableInMRD != “0”
Note It is possible for an agent to be in the Not Active state (available) and yet be not Eligible For Task in a
media routing domain. This can occur under the following circumstances:
• In media routing domains other than Voice: if the agent is currently working on a Voice task
• In the Voice media routing domain: if the agent is currently working on a multimedia task other than
an Email task
Note It is possible for an agent to be currently working on a task (Active In state) and yet be Eligible For Task
in a media routing domain. This can occur under the following circumstances:
• In the Multi Session Chat (MSC) media routing domain: if the agent is currently working on a MSC
task, an agent is eligible to receive a task up to the maximum task limit configured in the system.