Cisco Cisco IPCC Web Option Betriebsanweisung

WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

Agent By Team Reports

2      IPCC Agent Report Templates

The media routing domain from which the agent is logged off.

Derived from: Media_Routing_Domain.EnterpriseName

The phone extension on which the agent logged into. If the agent's log into different 
devices, this would include the extension at the time the agent logged out.

Derived from: Agent_Logout.Extension 

The date and time the agent logged on, measured in MM:DD:YYYY (month, day, year) 
and HH:MM:SS (hours, minutes, seconds) format.

Derived from: (Agent_Logout.LogoutDateTime - Agent_Logout.LoginDuration)

The number of hours, minutes, and seconds (in HH:MM:SS format) that the agent was 
logged on.

Derived from: Agent_Logout.LoginDuration

The ICM software's central controller date and time when the agent logged out.

Derived from: Agent_Logout.LogoutDateTime

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

Note: For reason codes to be displayed in a report:

•

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 all agents in the media routing domain.

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