Cisco Cisco IPCC Web Option User Guide
Agent By Skill Group Reports
2 IPCC Agent Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
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.
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.
box in the ICM Configuration Manager's PG Explorer.
For more information, see About Agent Log Out Reason Codes.
Derived from: Agent_Skill_Group_Logout.ReasonCode
Media Summary
The total log-on duration of all agents in the media routing domain.
Report Summary
The total log-on duration of all agents in the report.
agtskg04: Agent Task Detail Activity Report
Overview:
Subject
A table of all agents in the selected skill groups showing
agent task detail data including information about incoming
tasks, outgoing tasks, internal tasks, callbacks, and
wrap-up work, gathered in half-hour increments.
Note: The report time must include the agent’s whole
log-on session to get accurate times for the tasks.
Fields applicable to a voice domain only are prefixed with
an asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
To show agent skill group activity for the selected time
period.
Applicable
environment
IPCC and/or ICM
Template type
Historical table
Default sort order
By last name, first name, media routing domain, skill
group, and logged on time