Cisco Cisco E-Mail Manager Unity Integration Option User Guide

ICM WebView Online Help 

Agent Reports

agteam20: Agent Team Real Time Report

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 time spent in the current agent state in HH:MM:SS (hours, minutes, 

seconds) format.
Derived from: DATEDIFF(seconds, 

Agent_Real_Time.DateTimeLastStateChange, getdate())

Whether or not the agent is available to accept a task, or if involved in a task, 

available to accept more tasks: 
NO (Not available)

YES-ICM (ICM available in media routing domain)

YES-APP (Application available in media routing domain)
An agent is available for a task in a media routing domain if the agent has not 

reached the agent's maximum task limit for that task type or if the agent is 

not working on an interruptible task in another media routing domain. 
If an agent is available in ICM, then ICM can assign and route the task. If an 

agent is available in an application, then the application can assign and route 

the task. In the former case, only ICM can assign tasks to the agent. In the 

latter, only the application can assign tasks to the agent.
Derived from: Agent_Real_Time.AvailableInMRD

The direction of the active call: 

In (inbound task - non voice tasks are always inbound)

Out (outgoing external call)

Other (outgoing internal call)
If there is no call, then this displays Not Applicable. 
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