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IPCC Agent Report Templates

agtper20: Agent Peripheral Real Time Report

  Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

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.

Derived from: Agent_Real_Time.DateTimeLogin

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.

Derived from: Skill_Group.EnterpriseName

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. 

Derived from: Agent_Real_Time.AgentState 

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 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.

• You must enable reason code reporting by selecting the "agent event detail" check 

box in the ICM Configuration Manager's PG Explorer. 

Derived from: Agent_Real_Time.ReasonCode