Cisco Cisco IPCC Web Option Betriebsanweisung

Agent by Peripheral Reports

2      IPCC Agent Report Templates

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

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. 

For more information,  see About Agent Log Out Reason Codes.

Derived from: Agent_Logout.ReasonCode

The total log-on duration of each agent.

The total log-on duration of all agents in the report.

agtper04: Agent Peripheral Task Detail Activity Report

Subject

A table of all agents on the selected peripheral(s) showing 

all the tasks handled by each agent during the given 

interval, the average length of a task, and the percent of 

logged on time spent on a particular task. 

Note: The report time must include the agent’s whole 

log-on session to get accurate times for the tasks.

The tasks reported include incoming, outgoing,  and 

internal tasks, call back messages, and wrap-up work, 

gathered in half-hour increments.

Callback messages are relevant only for the Aspect ACD.

Fields applicable to a voice domain only are prefixed with 

an asterisk (*). Such fields are not applicable for e-mail or 

collaboration media.

Purpose

To show agent half-hour activity for all the agents 

connected to the selected peripheral(s) during the selected 

time period.

Applicable 

environment

IPCC and/or ICM

Template type

Historical table