Manualsbrain.com
  1. Manuals
  2. Brands
  3. Cisco
  4. Cisco Unified Intelligent Contact Management Software
  5. User Guide

Cisco Cisco Unified Intelligent Contact Management Software User Guide

Download
Page of 797
 
6-70
ICM WebView Online Help 
Agent Reports
agtper28: Agent Peripheral Real Time All Fields Report
Duration In Current State
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())
Log On DateTime
The date and time the agent logged on. 
Derived from: Agent_Real_Time.DateTimeLogin
*Supv Assist Reqstd
Whether or not the agent requested supervisor assistance:
No
Yes
Derived from: Agent_Real_Time.RequestedSupervisorAssist
*Destination
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
Direction
The direction of 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
*On Hold 
Indicates whether the call is currently on hold: Yes; No.
Derived from: Agent_Real_Time.OnHold
*Network TargetID
The device target the agent is logged into. This applies to IPCC agents only.
Derived from: Agent_Real_Time.NetworkTargetID