User Guide

DescriptionField
The agent is working on a task or a call in this skill
group.
Talking
The agent is performing wrap-up work for a call in this
skill group. The agent enters Not Ready state when wrap
up is complete.
Work Not Ready
The agent is performing wrap-up work for a call or task
in this skill group.
Work Ready
If the agent is handling a voice call, the agent enters Not
Active state when wrap is complete.
If the agent is handling a non-voice task, the agent might
enter Not Active or Not Ready state when wrap up is
complete.
The Agent is Active, Work Ready, Reserved, or on
Hold/Paused in another skill group.
Busy Other
The agent has been offered a call or task associated with
the skill group.
Reserved
For voice calls, agents are Reserved when their phones
are ringing.
The agent state is unknown.Unknown
For agents handling Outbound Option calls, the Hold
state indicates that the agent has been reserved for a call
Hold
because the Outbound Dialer puts on the agent on hold
while connecting the call.
The agent is talking on or handling calls.Active
An agent can be active in only one skill group at a time.
While active in one skill group, the agent is considered
to be in the Busy Other state for the other skill groups..
Agent Team Historical All Fields
Reports generated from this template show all the available report team data from the
Agent_Skill_Group_Interval database table for each selected team during the time period
selected.
Views: This report has a grid view only.
Query: This report data is built from a Database Query.
Grouping: This template is grouped and sorted by Agent Team Name, and then by Supervisor,
and then by Agent Name.
Value List: Agent Team
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 Team Historical All Fields