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
Data:
Agent Team
The Enterprise Name of the agent te
am and the Agent Team Skill ID.
Derived from: Agent_Team.EnterpriseName + Agent_Team.AgentTeamID
Supervisor
The agent's primary supervisor.
Derived from: Person.LastName + ' ' + Person.FirstName
Media
The media routing domain into which the agent is logge
d. This is the media routing
domain with which the agent's Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName
Agent Name
The agent's last name and first name and the agent skill ID
Person.LastName, + Person.FirstName + Agent.SkillTargetID
Active 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: Agent_Real_Time.EnterpriseName
Active Service
The skill group service enterprise name. If the age
nt is not involved in any task that is
associated with a service, this field shows Not Applicable.
Derived from: Service.EnterpriseName
Agent State
The current state of the agent. The following states can appear in this report:
– *Talking
– Active
– *Ready
– Not Active
– Work Ready
Drilldowns available No
Schema database
tables
Agent
Person
Media_Routing_Domain
Agent_Real_Time
Agent_Team_Member
Agent_Team, Skill_Group