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
Task Level Change
The date and time of the agent
’s last task level change.
Derived from: Agent_Real_Time.DateTimeTaskLevelChange
Router Task Q Now
The number of calls currently queued for the agent at the call router.
Derived from: Agent_Real_Time.RouterCallsQueueNow
Router Longest Task Q
The time when the longest call in queue was queued for the agent.
Derived from: Agent_Real_Time.RouterLongestCallQ
agtskg30: IPCC Agent Skill Group Real Time Report
See Agtskg30, page 10-14 for an illustration of this report.
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ’ , ’ + Person.FirstName
Overview:
Subject A table showing current agent status within the specified skill
group(s).
Fields applicable to a voice domain only are prefixed with an
asterisk
(*). Such fields are not applicable for e-mail or
collaboration media.
Purpose To show skill group current status
Applicable environment IPCC only
Tem pl ate typ e Real-time table
Default sort order By skill group name and agent name
Drilldowns available No
Schema database tables Agent
Agent_Real_Time
Media_Routing_Domain
Person
Skill_Group
Skill_Group_Real_Time
Agent_Skill_Group_Real_Time
Controller_Time