The Live Data reports derive their data from a stream processing system that continuously pushes data to the reporting clients so reports can be updated as the events occur.
In the Live Data data flow, the peripheral gateway and router push agent and call events directly to the Live Data processing system which aggregates and processes the events in-stream and publishes the information. Unified Intelligence Center subscribes to the message stream to receive the events in real-time and push data to the reporting clients. As a result, the Live Data reports receive updates to individual report values as the changes occur and at much faster refresh rates than in the Real Time data flow.
Data Source: This report displays attributes published by the Live Data Reporting System, which continuously processes events from the Router and Agent Peripheral Gateway. The Live Data system updates the report's individual attributes as the events occur.
Views:This report has a grid view only.
Grouping:Grouping is not supported in Live Data reports.
Current fields are those fields that appear by default in a report generated from the stock template. Current fields are listed below in the order (left to right) in which they appear by default in the stock template.
Report Field |
Description |
---|---|
Agent Name |
The name of the agent. Composed of Last Name, First Name. |
State |
The current state of the agent: |
Duration |
The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format. |
Domain |
The media routing domain name. |
Direction |
The direction of the call that the agent is currently working on: |
Reason |
A code received from the peripheral that indicates the reason for the agents last state change. If 0, displays None. |
Precision Queue/Skill Group |
The enterprise name of the precision queue or 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. If not applicable, the column is left blank. |
Attributes |
The names of the attributes used in the precision queue definition. The report shows only those attributes which are used (maximum of five attributes). |
Available fields are the fields that are visible in the All Fields view. You can use the column selection tool to add or remove fields from the report.
Current fields are those fields that appear by default in a report generated from the stock template. Current fields are listed below in the order (left to right) in which they appear by default in the stock template.
Report Field |
Description |
---|---|
Agent Name |
The name of the agent. Composed of Last Name, First Name. |
State |
The current state of the agent: |
Duration |
The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format. |
Domain |
The media routing domain name. |
Direction |
The direction of the call that the agent is currently working on: |
Reason |
A code received from the peripheral that indicates the reason for the agents last state change. If 0, displays None. |
Precision Queue/Skill Group |
The enterprise name of the precision queue or 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. If not applicable, the column is left blank. |
Attributes |
The names of the attributes used in the precision queue definition. The report shows only those attributes which are used (maximum of five attributes). |
Available fields are the fields that are visible in the All Fields view. You can use the column selection tool to add or remove fields from the report.
This report shows all skill group activity for the selected agents, showing each agent's skill group, state, and call direction within each skill group and Media Routing Domain into which the agent is logged.
Data Source: This report displays attributes published by the Live Data Reporting System, which continuously processes events from the Router and Agent Peripheral Gateway. The Live Data system updates the report's individual attributes as the events occur.
Views:This report has a grid view only.
Grouping:Grouping is not supported in Live Data reports.
Current fields are those fields that appear by default in a report generated from the stock template. Current fields are listed below in the order (left to right) in which they appear by default in the stock template.
Report Field |
Description |
---|---|
Precision Queue/Skill Group |
The enterprise name of the precision queue or 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. If not applicable, the column is left blank. |
Agent Name |
The name of the agent. |
State |
The current state of the agent. |
Duration |
The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format. |
Domain |
The media routing domain name. |
Direction |
The direction of the call that the agent is currently working on: |
Reason Code |
A code received from the peripheral that indicates the reason for the agents last state change. If 0, displays None. |
Login |
The date and time the agent logged in with the given set of skills, measured in MM:DD:YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. |
Destination |
The type of outbound task on which the agent is currently working. |
Precision Queue Attributes |
The names of the attributes used in the precision queue definition. The report shows only those attributes which are used (maximum of five attributes). |
Available fields are the fields that are visible in the All Fields view. You can use the column selection tool to add or remove fields from the report.
Current fields are those fields that appear by default in a report generated from the stock template. Current fields are listed below in the order (left to right) in which they appear by default in the stock template.
Report Field |
Description |
---|---|
Precision Queue/Skill Group |
The enterprise name of the precision queue or 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. If not applicable, the column is left blank. |
Agent Name |
The name of the agent. |
State |
The current state of the agent. |
Duration |
The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format. |
Domain |
The media routing domain name. |
Direction |
The direction of the call that the agent is currently working on: |
Reason Code |
A code received from the peripheral that indicates the reason for the agents last state change. If 0, displays None. |
Login |
The date and time the agent logged in with the given set of skills, measured in MM:DD:YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. |
Destination |
The type of outbound task on which the agent is currently working. |
Precision Queue Attributes |
The names of the attributes used in the precision queue definition. The report shows only those attributes which are used (maximum of five attributes). |
Available fields are the fields that are visible in the All Fields view. You can use the column selection tool to add or remove fields from the report.