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

Extension

The phone extension that the agent has logged into.

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.

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 

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(seconds, Agent_Real_Time.DateTimeLastStateChange, 
getdate())

Log On DateTime

The Date and time the agent logged in. 

Derived from: Agent_Real_Time.DateTimeLogin

Whether or not the agent requested supervisor assistance:
No
Yes

Derived from: Agent_Real_Time.RequestedSupervisorAssist

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