Cisco Cisco E-Mail Manager Unity Integration Option User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 2 Agent Report Templates
Agent by Peripheral Reports
Duration In Current State
The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds)
format.
Derived from: DATEDIFF(second, Agent_Real_Time.DateTimeLastStateChange,
getdate())
format.
Derived from: DATEDIFF(second, Agent_Real_Time.DateTimeLastStateChange,
getdate())
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:
•
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
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
For more information, see About Not Ready Reason Codes.
Derived from: Agent_Real_Time.ReasonCode
*Supv Assist Reqstd
Whether or not the agent requested supervisor assistance:
No
Yes
Derived from: Agent_Real_Time.RequestedSupervisorAssist
Derived from: Agent_Real_Time.RequestedSupervisorAssist
Direction
The direction of active task:
In (inbound task - non voice tasks are always inbound)
Out (outgoing external task)
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
Derived from: Agent_Real_Time.Direction
*Destination
The type of outbound task on which the agent is currently working:
None (Not Applicable)
ACD
ACD
Direct
Auto out
Reserve
Reserve
Preview
Derived from: Agent_Real_Time.Destination
Derived from: Agent_Real_Time.Destination