Cisco Cisco IPCC Web Option ユーザーガイド

2-130

WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)

Release 7.1(1)

Chapter 2 Agent Report Templates

Agent By Skill Group Reports

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

The state with an asterisk (*) is a voice media only state.

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_Skill_Group_Real_Time.AgentState

Mobile Agent Mode

The mode by which the agent is connected:
0 = Not Mobile (Local agent; normal ACD/IPCC phone or non-voice task)
1 = Call By Call (Mobile agent's phone is connected for each incoming call)
2 = Nailed Connection (Mobile agent calls and logs in once; line remains connected
through multiple calls)
Derived from: Agent_Real_Time.PhoneType

Mobile Agent Phone Number

For a mobile agent (an agent working remotely), the current phone number.
Derived from: Agent_Real_Time.RemotePhoneNumber

Duration In Current State

The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds)
format.
Derived from: (Controller_Time.NowTime -
Agent_Skill_Group_Real_Time.DateTimeSinceLastStateChange)