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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

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 is

currently working.

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

Available in MRD

Whether or not the agent is available to accept a task in this media routing domain:

–

NO (Not available)

–

YES_ICM (ICM available in media routing domain)

–

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

Active Tasks

The number of tasks associated with the skill group that the agent is working on.

Derived from: Agent_Skill_Group_Real_Time.CallsInProgress

Agent by Skill Group Historical Reports

• agtskg03: Agent Skill Group Logout Status Report, page 3-130

• agtskg04: Agent Task Detail Activity Report, page 3-131

• agtskg05: Agent Task Detail Performance Report, page 3-134

• agtskg07: Agent Skill Group Task Ana

lysis Report, page 3-137

• agtskg10: Outbound Option (Blended Option)

Predictive and Progressive Tasks Detail

Performance Report, page 3-139

• agtskg11: Outbound Option (Blended

Agent) Preview Task Detail Performance Report,

page 3-141

• agtskg12: Outbound Option (Blended

Agent) Reservation Task Detail Performance

Report, page 3-143

• agtskg21: Agent Skill Group Task Summary Half Hour Report, page 3-144

• agtskg22: Agent Skill Group Task Summary Daily Report, page 3-148

• agtskg23: Agent Skill Group Performance Summary Half Hour Report, page 3-151