410 Team Real Time States
Definition
Real-time agent statuses per team, agent and media (also contains agents who have logged out, if they are assigned to a queue)
Main data source: Agent_Real_Time
Screenshots
Drilldowns
- 421 Team Intraday Staffing (field TeamID)
Field description
| Field name | Description |
|---|---|
| TeamID | ID of agent team |
| TeamName | Name of agent team |
| TeamDescription | Description of agent team |
| 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 |
| AgentState | Agent status with following possible values: Logged Out Not Ready Available Ringing Voice (Call presented but not yet answered) Ringing MR (Media Routing task presented but not yet answered) Talking ACD (Call Center call with active conversation in progress) Talking MR (Media Routing task with active handling 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 MR (Media Routing task 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 MR (Media Routing task 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) |
| ReasonCode | Code of the last switchover to Not Ready status by the agent or the system |
| Reason | Reason for the last switchover to Not Ready status by the agent or the system |
| StateDuration | Duration since the last change of status in seconds |
| LoginDateTime | Date and timestamp of login to the system |
| 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 (local CTI port if mobile) |
| MobileMode | Mode in which the agent is working as a mobile agent ("Call By Call" or "Nailed Connection") |
| MobilePhone | Remote telephone number under which the agent is working as a mobile agent (home telephone number) |
| MediaID | ID of the medium for which the agent has logged in (e.g. Cisco_Voice, Email, VoiceMail, Chat, Callback, etc.) |
| MediaName | Name of the medium for which the agent has logged in (e.g. Cisco_Voice, Email, VoiceMail, Chat, Callback, etc.) |
| OpenTasks | Number of open tasks (calls or media tasks) which are being handled (Ringing, Talking, Hold or Wrapup) |
| MaxTasks | Maximum number of active tasks which are permitted (configuration parameter) |
| Available | Status from the perspective of UCCE, whether the agent is available for assignment of a task ("Yes" or "No") |