Cisco Cisco IPCC Web 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 Team Reports
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_Skill_Group_Real_Time.ReasonCode
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
See
for an illustration of this report.
Overview:
Subject
A table summary of the current agent states of each agent within the
selected agent team(s).
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.
(*). 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
name, phone extension, login data and time
Drilldowns available
No
Schema database tables
Agent
Agent_Real_Time
Agent_Team
Agent_Team_Member
Person
Media_Routing_Domain
Skill_Group