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 Peripheral Reports
– 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 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 ICM can assign tasks to the agent. In the latter, only the application can
assign tasks to the agent.
Derived from: Agent_Real_Time.AvailableInMRD
agtper28: Agent Peripheral Real Time All Fields Report
Overview:
Subject A table of all the agents on the selected peripherals listing all the
a
vailable agent real-time report data.
Fields applicable to a voice domain only are prefixed with an
asterisk
(*). Such fields are not applicable for e-mail or
collaboration media.
Note In the following descriptions, agent-dialed outbound calls
or tasks are different from Outbound Option calls that are
program-dialed outbound calls. Only fields specified as
Outbound Option contain automated call data. In all other
cases, outbound calls are agent-dialed ones.
Purpose To show all the available agent-peripheral real-time data in the
Agent_Real_Time database table so that you can select which data
you want for a customized agent-peripheral real-time report.
Note This report is designed to be saved and exported or copied
to another format. For example, you can export the report
to an Excel spreadsheet and modify the report to suit your
needs. If that is not acceptable, you can also use a
third-party tool to customize your report.
Applicable environment IPCC and/or ICM
Tem pl ate typ e Real-time table
Sort order By peripheral, then by agent within peripheral, and then by date
and time.