317 Agent Real Time States media aggregated
Definition
This report shows the real time agent states per agent for the medias Voice, Chat and Email and excluding all other medias (includes logged out agents as well), and the relevant information as extension, active skillgroups, wrapup and not ready reasons etc. Values may be empty if the media is not assigned to the agent or if the agent is not logged into it.
Main data source: Agent_Real_Time
Screenshots
Field description
| Field name | Description |
|---|---|
| AgentID | ID of agent |
| AgentFirstName | First name of agent |
| AgentLastName | Surname of agent |
| AgentName | Full name of agent (combination of surname and first name) |
| AgentPeripheralNumber | Login name of agent (PeripheralNumber) |
| AgentLoginName | Login name of agent (LoginName) |
| AgentEnterpriseName | EnterpriseName of agent |
| AgentDescription | Description of the agent |
| TeamID | ID of agent team (optional) |
| TeamName | Name of agent team (optional) |
| TeamDescription | Description of agent team (optional) |
| VoiceAgentState | Agent status for Voice with following possible values: Logged Out Not Ready Available Ringing (Call presented but not yet answered) Talking ACD (Call Center call with active conversation in progress) Talking Outbound (reserved for Outbound or active conversation in progress) Talking DN In (incoming direct call with active conversation in progress) Talking DN Out (outgoing direct call with active conversation in progress) Hold ACD (Call Center call on hold) Hold Outbound (outbound call on hold) Hold DN In (incoming direct call on hold) Hold DN Out (outgoing direct call on hold) Wrapup ACD (Call Center call in the wrap-up stage) Wrapup Outbound (Outbound call in the wrap-up stage) Wrapup DN In (incoming direct call in the wrap-up stage) Wrapup DN Out (outgoing direct call in the wrap-up stage) |
| VoiceReasonCode | Code of the last switchover to Not Ready status by the agent or the system |
| VoiceReason | Reason for the last switchover to Not Ready status by the agent or the system |
| VoiceStateDuration | Duration since the last change of status in seconds |
| VoiceLoginDateTime | Date and timestamp of login to the system |
| VoiceSkillGroupID | ID of the skill group (queue) associated with the agents activity. With Precision Routing the ID of the Precision Queue + 900000. |
| VoiceSkillGroupName | Name of the skill group (queue) associated with the agents activity. With Precision Routing the name of the Precision Queue incl. prefix '*PQ.'. |
| VoiceInAgentQueueNow | Number of pending Contact Center tasks in the agents personal queue (Queue to Agent) |
| VoiceOldestQueuedDateTime | Date and timestamp of the Contact Center tasks which have been waiting the longest in the agents personal queue |
| VoiceExtension | Telephone set which the agent is logged in to (local CTI port if mobile) |
| ChatAgentState | Agent status for Chat with following possible values: Logged Out Not Ready Available Ringing (Chat task presented but not yet answered) Talking (Chat task with active handling in progress) Hold (Chat task on hold) Wrapup (Chat task in the wrap-up stage) |
| ChatReasonCode | Code of the last switchover to Not Ready status by the agent or the system |
| ChatReason | Reason for the last switchover to Not Ready status by the agent or the system |
| ChatStateDuration | Duration since the last change of status in seconds |
| ChatLoginDateTime | Date and timestamp of login to the system |
| ChatSkillGroupID | ID of the skill group (queue) associated with the agents activity. With Precision Routing the ID of the Precision Queue + 900000. |
| ChatSkillGroupName | Name of the skill group (queue) associated with the agents activity. With Precision Routing the name of the Precision Queue incl. prefix '*PQ.'. |
| ChatInAgentQueueNow | Number of pending Contact Center tasks in the agents personal queue (Queue to Agent) |
| ChatOldestQueuedDateTime | Date and timestamp of the Contact Center tasks which have been waiting the longest in the agents personal queue |
| ChatOpenTasks | Number of open tasks which are being handled (Ringing, Talking, Hold or Wrapup) |
| ChatMaxTasks | Maximum number of active tasks which are permitted (configuration parameter) |
| ChatAvailable | Status from the perspective of UCCE, whether the agent is available for assignment of a task ("Yes" or "No") |
| EmailAgentState | Agent status for Email with following possible values: Logged Out Not Ready Available Ringing (Email task presented but not yet answered) Talking (Email task with active handling in progress) Hold (Email task on hold) Wrapup (Email task in the wrap-up stage) |
| EmailReasonCode | Code of the last switchover to Not Ready status by the agent or the system |
| EmailReason | Reason for the last switchover to Not Ready status by the agent or the system |
| EmailStateDuration | Duration since the last change of status in seconds |
| EmailLoginDateTime | Date and timestamp of login to the system |
| EmailSkillGroupID | ID of the skill group (queue) associated with the agents activity. With Precision Routing the ID of the Precision Queue + 900000. |
| EmailSkillGroupName | Name of the skill group (queue) associated with the agents activity. With Precision Routing the name of the Precision Queue incl. prefix '*PQ.'. |
| EmailInAgentQueueNow | Number of pending Contact Center tasks in the agents personal queue (Queue to Agent) |
| EmailOldestQueuedDateTime | Date and timestamp of the Contact Center tasks which have been waiting the longest in the agents personal queue |
| EmailOpenTasks | Number of open tasks which are being handled (Ringing, Talking, Hold or Wrapup) |
| EmailMaxTasks | Maximum number of active tasks which are permitted (configuration parameter) |
| EmailAvailable | Status from the perspective of UCCE, whether the agent is available for assignment of a task ("Yes" or "No") |