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 Skill Group Reports
Data:
Skill Group
The skill group associated with the task on whi
ch the agent is working. If the agent is
not involved in any task in the media routing domain, this field shows Not Applicable.
Since an agent can be logged into multiple skill groups, this field is not filled until the
agent is assigned a task.
Derived from: Skill_Group.EnterpriseName
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ’ , ’ + Person.FirstName
DateTime
The date and time of the selected row's data at the start of the interval in MM/DD/YYYY
(mon
th, day, year) and HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Real_Time.DateTime
Service
Identifies the service for the task on which the agent is currently working.
Derived from: Derived from: Service.EnterpriseName
Agent State
The current state of the agent. The following states can appear in this report:
– *Talking
– Active
– *Ready
Purpose To show all the available agent skill-group real-time data in the
Agent_Skill_Group_Real_Time database table so that you can
select which data you want for a customized agent skill-group
real-time report.
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.
Applicable environment IPCC and/or ICM
Tem pl ate typ e Real-time table
Default sort order By skill group, then by agent within skill
group, and then by date.
Drilldowns available No
Schema database tables Agent_Real_Time
Agent
Person
Agent_Skill_Group_Real_Time
Skill_Group