Cisco Cisco IPCC Web Option 사용자 가이드

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

IPCC Agent Report Templates

agent20: Agent Real Time Report

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

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_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 the code is not defined, this displays 0. 
Note: For reason codes to be displayed in a report:

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