Cisco Cisco E-Mail Manager Unity Integration Option User Guide

Agent By Team Reports

2      IPCC Agent Report Templates

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

Whether or not the agent requested supervisor assistance:
No
Yes

Derived from: Agent_Real_Time.RequestedSupervisorAssist

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

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

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)
YES_APP (Application available in media routing domain)

An agent is available for a task in a media routing domain (MRD) if the agent's state in 
that MRD is anything other than Not Ready, and the agent is not at the agent's 
maximum task limit for the MRD, and the agent is not working on a non-interruptible 
task in another MRD.”

If an agent is ICM-available, then ICM can assign tasks to the agent. If an agent is 
Application-available, then the application can assign tasks to the agent. In the former 
case, only ICM can assign tasks to the agent. In the latter, only the application can 
assign tasks to the agent.

Derived from: Agent_Real_Time.AvailableInMRD