Cisco Cisco IPCC Web Option User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent By Team Reports
2 IPCC Agent Report Templates
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 Not Ready Reason Codes.
Derived from: Agent_Skill_Group_Real_Time.ReasonCode
Skill Group Summary
The total of all agent data for all agents in the skill group.
Agent Summary
The total of all agent data for each agent.
Report Summary
The total of all agent data for all agents in the report.
agteam20: Agent Team Real Time Report
Overview:
Subject
A table summary of the current agent states of each agent
within the selected agent team(s).
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 the current status of the selected agent team(s)
Applicable
environment
IPCC and/or ICM
Template type
Real-time table
Default sort order
By agent team, supervisor, media routing domain, agent's
last name, first name, phone extension, login data and
time