Cisco Cisco IPCC Web Option Guida Utente

7-4

ICM WebView Online Help

Blended Agent Reports

Blended agent real-time reports

Agent State

The current state of the agent. The following states can appear in this report:
*Talking
Active
Work Ready
Work Not Ready
*Hold
Paused
Interrupted

States with an asterisk (*) are voice media only states.
Note: This template can display agent status data only when the agent is in

the talking or active state. If the agent is not involved in a task in some way,

this template does not display the agent state for that agent.
An agent doing wrap-up work (post-call activities, such as completing paper-

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

Not Ready state.
Derived from: Agent_Real_Time.AgentState

*BA Status

The current Blended Agent status of the agent.
Derived from: Agent_Real_Time.AgentStatus

*Campaign Name

The name of the campaign to which this agent is assigned.
Derived from: Campaign.CampaignName

*Query Rule Name

The name of the Blended Agent query rule currently in operation.
Derived from: Query_Rule.QueryRuleName

*Customer Phone

The telephone number of the customer to whom the agent is speaking.
Derived from: Agent_Real_Time.CustomerPhoneNumber

*Customer Account

The account number of the customer to whom the agent is speaking.
Derived from: Agent_Real_Time.CustomerAccountNumber