User Guide

DescriptionColumn (Field)
into multiple skill groups, this field is not filled until
the agent is assigned a task.
Derived from: Skill_Group.EnterpriseName +
Skill_Group.SkillTargetID
Derived from: Person.LastName + ", " +
Person.FirstName
Agent Name
The last and first name of the agent.
The number of tasks currently queued for the skill
group.
Ent Queued Now
Note: This field is Current by default and is applicable
to CCE only. The equivalent field for Unified ICM is
named Queued Now (ICM) is Available by default.
Derived from:
Skill_Group_Real_Time.RouterCallsQNow
Derived from: Agent_Real_Time.ExtensionExtension
The phone extension into which the agent is logged.
Derived from: Agent_Real_Time.AgentStateAgent State
The current state of the agent. See Agent States (page
204).
Derived from: Agent_Real_Time.DateTimeLoginLogOn DateTime
The date and time that the agent logged in. The format
is MM/DD/YYYY (month, day, year) and HH:MM:SS
(hour, minute, second) format.
The time spent in the current agent state in HH:MM:SS
(hours, minutes, seconds) format.
Duration in Current State
This is a calculated field derived from:
DATEDIFF(seconds,
Agent_Real_Time.DateTimeLastStateChange,
getdate())
Derived from: Agent_Real_Time.PhoneTypeMobile Agent Mode
The mode by which the agent is connected (populated
for CCE only):
0 = Not Mobile (Local agent; normal ACD/CCE phone
or non-voice task)
1 = Call By Call (Mobile agent's phone is connected
for each incoming call)
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
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Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports
Agent Skill Group Real Time