Cisco Cisco E-Mail Manager Unity Integration Option User Guide

Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

IPCC Agent Report Templates

agent06: Agent State Trace Detail By Events Report

A code indicating the event that caused the agent's last state change.

Derived from: Agent_State_Trace.EventName

The current state of the agent. The following states can appear in this report:
Not Ready 
Ready
*Talking
Work Not Ready
Work Ready
Busy Other
Reserved
*Hold
Active
Paused
Not Active
Logged On (displayed if Agent State Trace is enabled)
Logged Off (displayed if Agent State Trace is enabled)

States with an asterisk (*) are voice media only states. 

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_State_Trace.AgentState

A unique number generated at the PG. Values are reused after about 250 million calls.

Derived from: Agent_State_Trace.ICRCallKey

An ID assigned by the peripheral to the task associated with the event.

Derived from: Agent_State_Trace.PeripheralCallKey

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. 

Derived from: Agent_State_Trace.ReasonCode