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 Agent Reports
Reason Code
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
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
For more information, see About Not Ready Reason Codes.
Derived from: Agent_State_Trace.ReasonCode
Task ID: Router Call Key Day
(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
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
Task ID: Router Call Key
(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
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
Task ID: Router Call Key Sequence Number
(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
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
agent21: Agent Task Summary Half Hour Report
See
, for an illustration of this report.
Overview:
Subject
A table of selected agents showing incoming and outgoing call/task
counts and call/task treatments, gathered in half-hour increments.
counts and call/task treatments, gathered in half-hour increments.
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 agent half-hour activity for the selected time period.
Applicable environment
IPCC and or ICM
Template type
Historical table