Cisco Cisco Unified Intelligent Contact Management Software User Guide
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent by Peripheral Reports
Reason Code
A code received from the peripheral that indicates the reason for the agent's last state
change. If not defined, this displays 0.
Derived from: Agent_Real_Time.ReasonCode
change. If not defined, this displays 0.
Derived from: Agent_Real_Time.ReasonCode
Note
•
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.
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 Not
Ready Reason Codes.
in the ICM Configuration Manager's PG Explorer. For more information, see About Not
Ready Reason Codes.
*Supv Assist Reqstd
Whether or not the agent requested supervisor assistance:
– No
– Yes
Derived from: Agent_Real_Time.RequestedSupervisorAssist
Direction
The direction of active task:
– In (inbound task - non voice tasks are always inbound)
– Out (outgoing external task)
– Other (outgoing or incoming internal task)
– Not Applicable (if the logged in agent is not active in the skill group)
Derived from: Agent_Real_Time.Direction
*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
Available in MRD
Whether or not the agent is available to accept a task in this media routing domain:
– NO (Not available)
– YES_ICM (ICM available in media routing domain)