User Guide

DescriptionColumn (Field)
Whether or not the agent requested supervisor
assistance: No|Yes.
Derived from: Agent_Real_Time.DestinationDestination
The type of outbound task on which the agent is
currently working.
Derived from: Agent_Real_Time.DirectionDirection
The direction of active task:
•
In (inbound task - non voice tasks are always
inbound)
•
Out (outgoing external task)
•
Other (outgoing or incoming internal task)
•
Not Applicable (if the logged in agent is not active
in the skill group)
Derived from: Agent_Real_Time.AvailableInMRDAvail in MRD
Whether or not the agent is available to accept a task
in this media routing domain:
•
NO (Not available)
•
YES_ICM (Unified ICM available in media routing
domain)
•
YES_APP (Application available in media routing
domain)
•
An agent is available for a task in a media routing
domain (MRD) if the agent's state in that MRD is
anything other than Not Ready, and the agent is not
at the agent's maximum task limit for the MRD, and
the agent is not working on a non-interruptible task
in another MRD. If an agent is ICM-available, then
Unified ICM can assign tasks to the agent. If an
agent is Application-available, then the application
can assign tasks to the agent. In the former case, only
Unified ICM can assign tasks to the agent. In the
latter, only the application can assign tasks to the
agent.
The number of tasks associated with the skill group
that the agent is working on.
Active Tasks
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
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Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports
Agent Skill Group Real Time