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
Skill Group
The skill group associated with the task on which
the agent is currently 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 + Skill_Group.SkillTargetID
Queued Now
The number of tasks currently queued for the skill group.
Derived from: Skill_Group_Real_Time.RouterCallsQNow
Extension
The phone extension assigned to the agent.
Derived from: Agent_Real_Time.Extension
Log On DateTime
The date and time that the agent logged in. The format is MM/DD/Y
YYY HH:MM:SS
(month, day, year and hour, minute, second) format.
Derived from: Agent_Skill_Group_Real_Time.DateTimeLogin
Agent State
The current state of the agent. The following states can appear in this report:
– *Talking
– Active
– *Ready
– Not Active
– Work Ready
– Work Not Ready
– *Hold
– Paused
– Busy Other
– Reserved
– Not Ready
The state with an asterisk (*) is a voice media only state.
An agent doing wrap-up work (post-call activities, such as completing paperwork or
consulting with associates) is in either the Work Ready or the Work Not Ready state.
Derived from: Agent_Skill_Group_Real_Time.AgentState
Mobile Agent Mode
The mode by which the agent is connected:
0 = Not Mobile (Local agent; normal ACD/IPCC phone or non-voice task)
1 = Call By Call (Mobile agent's phone is connected
for each incoming call)
2 = Nailed Connection (Mobile agent calls and logs in once; line remains connected
through multiple
calls)
Derived from: Agent_Real_Time.PhoneType