Agent Real Time Report

Run this report to check current activities of agents assigned to a skill.

Query: This report data is built from a database query.

Views: This report has a grid view only.

Grouping:

Value List: SkillTargetId

Database Schema Table(s) from which data is retrieved:

·         Person

·         Agent

·         Agent_Real_Time

·         Skill_Group

·         Media_Class

·         Reason_Code

 

 

Current Fields in the Agent Real Time Report Grid View

Current fields are those fields that appear by default in a report generated from the stock template. You can change them. See Reviewing the Available and Current Report Fields.

Current fields are listed below in the order (left to right) in which they appear by default in the stock template.

 

Column (Field)

Description

Agent Name

The first and last name of the agent.

Derived from: Person.LastName "," Person.FirstName

Login Name

The login name of the agent.

Derived from: Agent.LoginName

Extension

The phone extension into which the agent is logged.

Derived from: Agent_Real_Time.Extension

Login ID

Value taken directly from the database.

Derived from: Agent.PeripheralNumber

Reason Code

A code and text (if configured) from the peripheral that indicates the reason for the agent's last state change. If not defined, this displays 0.

This is a calculated field derived from: Reason_Code.ReasonCodeName (if reason code text is configured) and Agent_Event_Detail.ReasonCode

State

The current state of the agent.

Derived from: Agent_Real_Time.AgentState

Skill Name

The skill group associated with the task on which the agent is currently working. If the agent is not involved in any task in the media routing domain, this field shows Not Applicable. Since an agent can be logged into multiple skill groups, this field is not filled until the agent is assigned a task.

Derived from: Skill_Group.EnterpriseName

Time

The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format.

This is a calculated field derived from: DATEDIFF(seconds, Agent_Real_Time.DateTimeLastStateChange, getdate())

Media

Value taken directly from the database.

Derived from: Media_Class.EnterpriseName

Direction

Value taken directly from the database.

Derived from: Agent_Real_Time.Direction

 

Report Summary: This report has a report summary for all data.