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.
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.
The
first and last name of the agent. Derived
from: Person.LastName "," Person.FirstName |
|
The login name of the
agent. Derived from: Agent.LoginName |
|
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 |
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 |
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.