Cisco Cisco IP Contact Center Release 4.6.1 ユーザーガイド

ICM WebView Online Help 

Agent Reports

agent20: Agent Real Time Report

Whether or not the agent requested supervisor assistance:

No

Yes
Derived from: Agent_Real_Time.RequestedSupervisorAssist

The time spent in the current agent state in HH:MM:SS (hours, minutes, 

seconds) format.
Derived from: DATEDIFF(seconds, 

Agent_Real_Time.DateTimeLastStateChange, getdate())

A code received from the peripheral that indicates the reason for the agent's 

last state change. If not defined, this shows NONE.
Note: The agent's desk 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_Real_Time.ReasonCode

Whether or not the agent is available to accept a task, or if involved in a task, 

available to accept more tasks: 
NO (Not available)

YES-ICM (ICM available in media routing domain)

YES-APP (Application available in media routing domain)
An agent is available for a task in a media routing domain if the agent has not 

reached the agent's maximum task limit for that task type or if the agent is 

not working on an interruptible task in another media routing domain. 
If an agent is available in ICM, then ICM can assign and route the task. If an 

agent is available in an application, then the application can assign and route 

the task. In the former case, only ICM can assign tasks to the agent. In the 

latter, only the application can assign tasks to the agent.
Derived from: Agent_Real_Time.AvailableInMRD

The direction of active task: 

In (inbound task - non voice tasks are always inbound)

Out (outgoing external task)

Other (outgoing internal task)
If there is no task, then this displays Not Applicable. 
Derived from: Agent_Real_Time.Direction