Cisco Cisco IP Contact Center Release 4.6.2 Betriebsanweisung

IPCC Agent Report Templates

agteam28: Agent Team Real Time All Fields Report

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

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

States with an asterisk (*) are voice media only states. 

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

The phone extension that the agent has logged into.

Derived from: Agent_Real_Time.Extension

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 

The length of time since the agent's state last changed, measured in HH:MM:SS 
(hours, minutes, seconds) format.

Derived from: DATEDIFF(seconds, Agent_Real_Time.DateTimeLastStateChange, 

getdate())

The Date and time the agent logged in. 

Derived from: Agent_Real_Time.DateTimeLogin