User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates agteam20: Agent Team Real Time Report
– The agent's CTIOS desk settings and CTIOS registry settings need to be configured
to display the reason code. You can do this in the ICM Configuration Manager's Agent
Desk Settings List tool.
– You must enable reason code reporting by selecting the "agent event detail" check
box in the ICM Configuration Manager's PG Explorer.
Derived from: Agent_Skill_Group_Real_Time.ReasonCode
Skill Group Summary
The total of all agent data for all agents in the skill group.
Agent Summary
The total of all agent data for each agent.
Report Summary
The total of all agent data for all agents in the report.
agteam20: Agent Team Real Time Report
Data:
Agent Team
The Enterprise Name of the agent team.
Derived from: Agent_Team.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 standard ACD
Template type Real-time table
Default sort order By agent team, supervisor, media routing 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