User Guide

DescriptionColumns (Fields)
The number of agents currently logged on.Agent Logged On
Derived from: count of agents with
Agent_Real_Time.AgentState =0.
Derived from: count of agents where
Agent_Real_Time.AgentState is 11 or 4 and
Agent_Real_Time.Direction is 2.
Active In
The number of agents currently working on incoming
tasks.
Derived from: count of agents where
Agent_Real_Time.AgentState is 11 or 4 and
Agent_Real_Time.Direction is 3.
Active Out
The number of agents currently working on outbound
tasks.
Derived from: count of agents where
Agent_Real_Time.AgentState is 11 or 4 and
Agent_Real_Time.Direction is 3.
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: Count of agents where
Agent_Real_Time.AgentState is 10 or 12
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 is 3 or 14
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 is 5 or 6.
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.
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 State Counts Real Time