Cisco Cisco IP Contact Center Release 4.6.2 사용자 가이드

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

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.DateTimeLastStateChange)

A code received from the peripheral that indicates the reason for the agent's last state 
change. If not defined, this displays 0.

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. For more information, see About Not 
Ready Reason Codes.

Derived from: Agent_Real_Time.ReasonCode

Whether or not the agent requested supervisor assistance:

  – No

  – Yes

Derived from: Agent_Real_Time.RequestedSupervisorAssist

The direction of active task: 

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

  – Out (outgoing external task)

  – Other (outgoing or incoming internal task)

  – Not Applicable (if the logged in agent is not active in the skill group)

Derived from: Agent_Real_Time.Direction

The type of outbound call on which the agent is currently working:
None (Not Applicable)

  – ACD

  – Direct

  – Auto out

  – Reserve

  – Preview

Derived from: Agent_Real_Time.Destination