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 Peripheral Reports
2 IPCC Agent Report Templates
Extension
The current phone extension number on which the agent is working.
Derived from: Agent_Real_Time.Extension
Log On DateTime
The date and time that the agent logged in, measured in MM/DD/YYYY (month, day,
year) and HH:MM:SS (hour, minute, second) format.
year) and HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Real_Time.DateTimeLogin
Active Skill Group
The skill group associated with the task on which the agent is currently working. If the
agent is not involved in any task in the media routing domain, this field shows Not
Applicable. Since an agent can be logged into multiple skill groups, this field is not filled
until the agent is assigned a task.
agent is not involved in any task in the media routing domain, this field shows Not
Applicable. Since an agent can be logged into multiple skill groups, this field is not filled
until the agent is assigned a task.
Derived from: Skill_Group.EnterpriseName
Agent State
The current state of the agent. The following states can appear in this report:
*Talking
Active
*Ready
Not Active
Work Ready
Work Not Ready
*Hold
Paused
Busy Other
Reserved
Not Ready
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_Real_Time.AgentState
Duration In Current State
The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds)
format.
format.
Derived from: DATEDIFF(seconds, Agent_Real_Time.DateTimeLastStateChange,
getdate())
getdate())