Cisco Cisco IP Contact Center Release 4.6.2 Betriebsanweisung

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

IPCC Agent Report Templates

agteam20: Agent Team Real Time Report

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_Real_Time.AgentState 

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

Τhe 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.

Ψou 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

The direction of the active task: 
In (inbound task - non voice tasks are always inbound)
Out (outgoing external call)
Other (outgoing internal call)

Derived from: Agent_Real_Time.Direction

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