222 Template Reference
peragt02_agent_status_by_skillgroup
Description
This template generates a real-time grid report that details the current
status of selected agents.
Database Table
Agent_Skill_Group_Real_Time
Data
Agent name. The first and last name of the agent.
Skill group. The name of the ICR skill group to which the agent
belongs.
Logon date and time. The date and time that the agent logged on.
Current state. The current state of the agent: Logged Off, Logged On,
Ready, Not Ready, Work Ready, Work Not Ready, Talking, Busy
Other, Reserved, Unknown, Calls on Hold.
Last state change. The date and time that the agent’s state last changed.
Reason. A code received from the peripheral that indicates the reason
for the agent’s last state change.
Example