Cisco Cisco Unified Contact Center Enterprise 9.0(2) ユーザーガイド
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent By Agent Reports
2 IPCC Agent Report Templates
Media
The media routing domain into which the agent is logged for doing this type of task.
This is the media routing domain associated with the Skill Group in which the agent
worked when doing this task.
This is the media routing domain associated with the Skill Group in which the agent
worked when doing this task.
Each media routing domain has its own skill groups. If an agent is logged into more
than one media routing domain, then that agent also belongs to more than one skill
group.
than one media routing domain, then that agent also belongs to more than one skill
group.
Derived from: Media_Routing_Domain.EnterpriseName
Date Time
The date and time at which the state change occurred.
Derived from: Agent_State_Trace.DateTime
Event Name
A code indicating the event that caused the agent's last state change.
Derived from: Agent_State_Trace.EventName
Agent State
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
Not Active
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.
consulting with associates) is in either the Work Ready or the Work Not Ready state.
Derived from: Agent_State_Trace.AgentState
*ICM Task Key
A unique number generated at the PG. Values are reused after about 250 million calls.
Derived from: Agent_State_Trace.ICRCallKey