316 Agent Real Time States media consolidated
Definition
This report shows the real time agent states per agent, consolidated over the medias Voice, Chat and Email (includes logged out agents as well), and the relevant information as extension, active skillgroups, wrapup and not ready reasons etc. The report shows the states for the "most active" media, based on order of the status priority and - if the status is identical - based on the media priority, not taking into consideration all other medias.
1) Status priority: 1. Talking, 2. Hold, 3. Wrapup, 4. Ringing, 5. Available, 6. Not Ready, 7. Logged Out
2) Media priority: 1. Voice, 2. Chat, 3. Email
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) |
| AgentState | Agent status with following possible values: Logged Out Not Ready Voice Not Ready Chat Not Ready Email Available Voice Available Chat Available Email Ringing Voice (Call presented but not yet answered) Ringing Chat (Chat task presented but not yet answered) Ringing Email (Email task 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) Talking Chat (Chat task with active handling in progress) Talking Email (Email task with active handling 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) Hold Chat (Chat task on hold) Hold Email (Email task 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) Wrapup Chat (Chat task in the wrap-up stage) Wrapup Email (Email task in the wrap-up stage) |
| ReasonCode | Code of the last switchover to Not Ready status by the agent or the system (for the most active medium) |
| Reason | Reason for the last switchover to Not Ready status by the agent or the system (for the most active medium) |
| StateDuration | Duration since the last change of status in seconds (for the most active medium) |
| SkillGroupID | ID of the skill group (queue) associated with the agents activity. With Precision Routing the ID of the Precision Queue + 900000. |
| SkillGroupName | Name of the skill group (queue) associated with the agents activity. With Precision Routing the name of the Precision Queue incl. prefix '*PQ.'. |
| InAgentQueueNow | Number of pending Contact Center tasks in the agents personal queue (Queue to Agent) |
| OldestQueuedDateTime | Date and timestamp of the Contact Center tasks which have been waiting the longest in the agents personal queue |
| Extension | Telephone set which the agent is logged in to (if Voice is the most active medium, local CTI port if mobile) |
| MediaID | ID of the medium that the consolidated status refers to (e.g. Cisco_Voice, Email, VoiceMail, Chat, Callback, etc.) |
| MediaName | Name of the medium that the consolidated status refers to (e.g. Cisco_Voice, Email, VoiceMail, Chat, Callback, etc.) |