Cisco Cisco IPCC Web Option 사용자 가이드

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

Release 7.1(1)

Chapter 2 Agent Report Templates

Agent By Agent Reports

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Derived from: Agent_Real_Time.Destination

Direction

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

On Hold

Indicates whether the call is currently on hold or the task is paused: Yes; No.
Derived from: Agent_Real_Time.OnHold

*Network TargetID

The device target onto which the agent is logged. This applies only to IPCC agents. In
IPCC Gateway, this applies to Outbound Option agents only.
Derived from: Agent_Real_Time.NetworkTargetID

Agent Status

Reserved for future use.
Derived from: Agent_Real_Time.AgentStatus

*Customer Phone

(Outbound Option only) The phone number of the caller with whom the agent is
speaking.
Derived from: Agent_Real_Time.CustomerPhoneNumber

*Customer Account

(Outbound Option only) The account number of the caller with whom the agent is
speaking.
Derived from: Agent_Real_Time.CustomerAccountNumber

*Campaign

(Outbound Option only) The campaign ID for the campaign associated with this call.
Derived from: Agent_Real_Time.CampaignID

*Query Rule

(Outbound Option only) The query rule belonging to the campaign identified by the
CampaignID.
Derived from: Agent_Real_Time.QueryRuleID