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 Team Reports
Report Summary
The total of all agent data for all agents in the report.
agteam20: Agent Team Real Time Report
See agteam20, page 10-16 for an illustration of this report.
Data:
Agent Team
The Enterprise Name of the agent team.
Derived from: Agent_Team.EnterpriseName
Supervisor
The agent teams' primary supervisor.
Derived from: Person.LastName + ' ' + Person.FirstName
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
Overview:
Subject A table summary of the current agent states of each agent within
the selected agent team(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 the current status of the selected agent team(s)
Applicable environment IPCC and/or ICM
Tem pl ate typ e Real-time table
Default sort order By agent team, supervisor, media rou
ting domain, agent's last
name, first name, phone extension, login data and time
Drilldowns available No
Schema database
tables
Agent
Agent_Real_Time
Agent_Team
Agent_Team_Member
Person
Media_Routing_Domain
Skill_Group