Agent State Monitor by Agent Team

Agent State Monitor

This real-time report provides visibility into agents’ current work. Are they available or engaged in a call right now? Are they working on an inbound or outbound call? If they belong to multiple skill groups or precision queues, which one are they actively working on? If they are not ready and not on a call, what is the reason? How long have they been on the current call, or available, or not ready?

Two versions of this report are available to use:

  1. Agent State Monitor: Shows current activity per agent. Uses an Agent parameter set.
  2. Agent State Monitor by Agent Team: Shows current activity per agent, grouped by team. Uses an Agent Team parameter set.

This report may be found in the following path: Root > Reports > Voice Reports for Cisco > Real-time.

Agent State Monitor

The report is based on the Agent model and includes the following columns.

Agent Extension

This lists the extension that the agent is currently working on.

Agent State

This indicates the current state of the agent.

Reason Code Description

The reason code comes from the peripheral and indicates the reason for the agent’s last status change. This description provides a more detailed explanation of the reason code.

Duration in Current State

The time that has elapsed since the agent changed to their current state.

Direction

Denotes the direction of the call that the agent is currently working on (note: if the field is blank then this means ‘none’). The possible values are:

  1. 0) None
  2. 1) In
  3. 2) Out
  4. 3) Other (for example, agent-to-agent call)

Skill Group / PQ

The enterprise name of the skill group that the agent is currently working on. This is determined by their current call and is blank if they are not currently on a call.