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
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
Extension
The phone extension on which the agent logged into. If the agent is logged into
different devices, this would include the extension at the time the agent logged out.
different devices, this would include the extension at the time the agent logged out.
Derived from: Agent_Logout.Extension
Reason Code
A code received from the peripheral that indicates the reason for the agent's last state
change. If not defined, this displays 0.
change. If not defined, this displays 0.
Note:
•
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.
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.
box in the ICM Configuration Manager's PG Explorer.
For more information, see About Not Ready Reason Codes.
Derived from: Agent_Real_Time.ReasonCode
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())
Log On DateTime
The date and time the agent logged on.
Derived from: Agent_Real_Time.DateTimeLogin