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 Team Reports
– Work Not Ready
– *Hold
– Paused
– Busy Other
– Reserved
– Not Ready
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
consulting with associates) is in either the Work Ready or the Work Not Ready state.
Derived from: Agent_Real_Time.AgentState
Mobile Agent Mode
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
Mobile Agent Phone Number
For a mobile agent (an agent working remotely), the current phone number.
Derived from: Agent_Real_Time.RemotePhoneNumber
Derived from: Agent_Real_Time.RemotePhoneNumber
Extension
The phone extension that the agent has logged into.
Derived from: Agent_Real_Time.Extension
Derived from: Agent_Real_Time.Extension
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.
change. If not defined, this displays 0.
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.
Derived from: Agent_Real_Time.ReasonCode
Duration in Current State
The length of time since the agent's state last changed, measured in HH:MM:SS
(hours, minutes, seconds) format.
Derived from: DATEDIFF(second, Agent_Real_Time.DateTimeLastStateChange,
getdate())
(hours, minutes, seconds) format.
Derived from: DATEDIFF(second, Agent_Real_Time.DateTimeLastStateChange,
getdate())