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
Eligible For Task
The number of agents who are eligible to rece
ive tasks in the specified media routing
domain.
Derived from: Count of agents where Agent_Real_Time.AvailableInMRD != “0”
Note It is possible for an agent to be in the Not Active state (available) and yet be not
Eligible For Task in a media routing domain. This can occur under the following
circumstances:
• In media routing domains other than Voice: if the agent is currently working on a Voice
task
• In the
Voice media routing domain: if the agent is currently working on a multimedia task
other than an Email task
Note It is possible for an agent to be currently working on a task (Active In state) and
yet be Eligible For Task in a media routing domain. This can occur under the
following circumstances:
• In the Multi Session Chat (MSC) media routing domain: if the agent is currently working
on a MSC task, an agent is eligible to receive a task up to the maximum task limit
configured in the system.
Agent by Team Historical Reports
• agteam03: Agent Logout Status By Team Report, page 3-196
• agteam04: Agent Task Detail Activity Report, page 3-198
• agteam05: Agent Task Detail Performance Report By Team, page 3-201
• agteam21: Agent Team Task Summary Half Hour Report, page 3-204
• agteam22: Agent Team Task Summary Daily Report, page 3-208
• agteam23: Agent Team Performance Summary Half Hour Report, page 3-212
• agteam24: Agent Team Performance Summary Daily Report, page 3-215
• agteam25: Agent Team Consolidated Half Hour Report, page 3-219
• agteam26: Agent Team Consolidated Daily Report, page 3-222
• agteam27: Agent Team Historical All Fields Report, page 3-226
• agteam33: Agent Team Incoming/Outgoing Task
Durations With Agent Detail Half Hour,
page 3-240
• agteam34: Agent Team Incoming/Outgoing Task Durations With Agent Detail Daily, page
3-243
• agteam35: Agent Team Incoming/Outgoing T
ask Durations Half Hour, page 3-247
• agteam36: Agent Team Incoming/Outgoing Task Durations Daily, page 3-251