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Agent Reports

agent06: Agent State Trace Detail By Events Report

A code indicating the event that caused the agent's last state change.
Derived from: Agent_State_Trace.EventName

The current state of the agent. The following states can appear in this report:
*Not Ready

*Ready

*Talking

*Work Not Ready

*Work Ready

*Busy Other

*Reserved

*Hold

Active

Paused

Interrupted

Avail
Logged On (displayed if Agent State Trace is enabled)
Logged Off (displayed if Agent State Trace is enabled)

States with an asterisk (*) are voice media only states. 
An agent doing wrap-up work (post-call activities, such as completing 

paperwork or consulting with associates) is in either the Work Ready or the 

Work Not Ready state. 
Derived from: Agent_State_Trace.AgentState

A unique number generated at the PG. Values are reused after about 250 

million calls.
Derived from: Agent_State_Trace.ICMCallKey

An ID assigned by the peripheral to the task associated with the event.
Derived from: Agent_State_Trace.PeripheralCallKey

A code received from the peripheral indicating the reason for the state change.
Note: The agent's 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.
For a list of default reason codes, see 

.

Derived from: Agent_State_Trace.ReasonCode