Cisco Cisco IP Contact Center Release 4.6.1 Betriebsanweisung

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Agent Reports

agent28: Agent Real Time All Fields Report

Note: The agent's desk settings need to be configured to display the reason 

code. You can do this in the ICM Configuration Manager's Agent Desk Settings 

List tool.
For a list of default reason codes, see 

.

Derived from: Agent_Real_Time.ReasonCode

The phone extension on which the agent is currently working. 
Derived from: Agent_Real_Time.Extension

The date and time the agent logged in. 
Derived from: Agent_Real_Time.DateTimeLogin

Whether or not the agent requested supervisor assistance:

No

Yes
Derived from: Agent_Real_Time.RequestedSupervisorAssist

The type of outbound task on which the agent is currently working:

None (Not Applicable)

ACD

Direct

Auto out

Reserve

Preview
Derived from: Agent_Real_Time.Destination

The direction of the active task: 

In (inbound task - non voice tasks are always inbound)

Out (outgoing external task)

Other (outgoing internal task)
If there is no task, then this displays Not Applicable. 
Derived from: Agent_Real_Time.Direction

Indicates whether the call is currently on hold: Yes; No.
Derived from: Agent_Real_Time.OnHold