Cisco Cisco Unified Contact Center Enterprise 9.0(1) User Guide

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Agent Reports

agteam28: Agent Team Real Time All Fields Report

A code received from the peripheral that indicates the reason for the agent's 

last state change. If not defined, this shows NONE.
Note: The agent's 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.
For a list of default reason codes, see 

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: (the current date/time) - 

Agent_Real_Time.DateTimeLastStateChange

The Date and time the agent logged in. 
Derived from: Agent_Real_Time.DateTimeLogin

Whether or not the agent requested supervisor assistance:

No

Yes
Derived from: Agent_Real_Time.RequestedSupervisorAssist

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

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

Indicates whether the call is currently on hold: Yes; No.