Cisco Cisco E-Mail Manager Unity Integration Option User Guide

Agent By Agent Reports

2      IPCC Agent Report Templates

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

An ID assigned by the peripheral to the task associated with the event.

Derived from: Agent_State_Trace.PeripheralCallKey

A code received from the peripheral that indicates the reason for the agent's last state 
change. If the code is not defined, this displays 0. 

Note: For reason codes to be displayed in a report:

•

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_State_Trace.ReasonCode

(Applies only to non-voice media. For voice media, this field is not applicable)

This and the next two fields are the task ID of the task that caused this agent state 
change to occur.

Derived from: Agent_State_Trace.RouterCallKeyDay

(Applies only to non-voice media. For voice media, this field is not applicable)

This, the previous field, and the next are the task ID of the task that caused this agent 
state change to occur.

Derived from: Agent_State_Trace.RouterCallKey

(Applies only to non-voice media. For voice media, this field is not applicable)

This and the previous two fields are the task ID of the task that caused this agent state 
change to occur.

Derived from: Agent_State_Trace.RouterCallKeySequenceNumber