Cisco Cisco E-Mail Manager Unity Integration Option User Guide

WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

Agent By Team Reports

2      IPCC Agent Report Templates

The skill group associated with the task on which the agent is currently working. If the 
agent is not involved in any task in the media routing domain, this field shows Not 
Applicable. Since an agent can be logged into multiple skill groups, this field is not filled 
until the agent is assigned a task.

Derived from: Skill_Group.EnterpriseName

The current state of the agent. The following states can appear in this report:

*Talking

Active

*Ready

Not Active

Work Ready

*Hold

Paused

Busy Other

Reserved

Not Ready

The state with an asterisk (*) is a voice media only state. 

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 length of time since the agent's state last changed, measured in HH:MM:SS 
(hours, minutes, seconds) format.

Derived from: DATEDIFF(seconds, Agent_Real_Time.DateTimeLastStateChange, 
getdate())

A code received from the peripheral that indicates the reason for the agent's last state 
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.

•

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.

Derived from: Agent_Real_Time.ReasonCode