User Guide

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Agent Reports
agent06: Agent State Trace Detail By Events Report
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ', ' + Person.FirstName
Media
The media routing domain into which the agent is logged for doing this type of task.
This is the
media routing domain associated with the Skill Group in which the agent
worked when doing this task.
Each media routing domain has its own skill groups. If
an agent is logged into more
than one media routing domain, then that agent also belongs to more than one skill
group.
Derived from: Media_Routing_Domain.EnterpriseName
Overview:
Subject A table of agent states and task detail events for agents with
agen
t state trace enabled.
The report displays data on the event
that changed an agent's
state, the new agent state, and the reason for the state change.
Purpose To show detail on historical agent-state changes for the selected
time period.
Note The agent state trace data is not turned on by default.
Turning it on may have a negative effect on your system.
• Use th
e ICM Configuration Manager to turn on this
option.
• Enabling the Agent State Trace option causes the
generation of a large amount of historical data. It is
recommended that you only enable this option for a
small subset of your agents and only for a limited
amount of time.
Applicable environment IPCC and/or ICM
Tem pl ate typ e Historical table
Default sort order By agent last name, first name, media routing domain, and date
and time
Drilldowns available No
Schema database
tables
Agent
Person
Media_Routing_Domain
Agent_State_Trace