Cisco Cisco IPCC Web Option Betriebsanweisung

Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

IPCC Agent Report Templates

agtskg20: Agent Skill Group Real Time Report

The current state of the agent. The following states can appear in this report:
*Talking
Active
*Ready
Not Active
Work Ready
Work Not Ready
*Hold
Paused
Busy Other
Reserved
Not Ready

The state with an asterisk (*) is a voice media only state. 

An agent doing wrap-up work (post-call activities, such as completing paperwork or 
consulting with associates) is in either the Work Ready or the Work Not Ready state. 

Derived from: Agent_Skill_Group_Real_Time.AgentState 

The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) 
format.

Derived from: (Controller_Time.NowTime - 

Agent_Skill_Group_Real_Time.DateTimeSinceLastStateChange)

A code received from the peripheral that indicates the reason for the agent's last state 
change. If not defined, this displays 0.
Note: 

The agent's CTIOS desk settings and CTIOS registry 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.

You must enable reason code reporting by selecting the "agent event detail" check 
box in the ICM Configuration Manager's PG Explorer. 

Derived from: Agent_Real_Time.ReasonCode

Whether or not the agent requested supervisor assistance:
No
Yes

Derived from: Agent_Real_Time.RequestedSupervisorAssist