Cisco Cisco Unified Intelligent Contact Management Software User Guide

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_Real_Time.AgentState 

The mode by which the agent is connected:

  – 0 = Not Mobile (Local agent; normal ACD/IPCC phone or non-voice task)

  – 1 = Call By Call (Mobile agent's phone is connected for each incoming call)

  – 2 = Nailed Connection (Mobile agent calls and logs in once; line remains connected 

through multiple calls)

Derived from: Agent_Real_Time.PhoneType

For a mobile agent (an agent working remotely), the current phone number.
Derived from: Agent_Real_Time.RemotePhoneNumber

The phone extension on which the agent logged into. If the agent is logged into 
different devices, this would include the extension at the time the agent logged out.
Derived from: Agent_Logout.Extension

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 

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. For more information, see About Not 
Ready Reason Codes.

The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) 
format.
Derived from: DATEDIFF(second, Agent_Real_Time.DateTimeLastStateChange, 
getdate())

The date and time the agent logged on. 
Derived from: Agent_Real_Time.DateTimeLogin

Whether or not the agent requested supervisor assistance:

  – No