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
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ’ , ’ + Person.FirstName
Derived from: Person.LastName + ’ , ’ + Person.FirstName
Media
The media routing domain from which the agent is logged off.
Derived from: Media_Routing_Domain.EnterpriseName
Derived from: Media_Routing_Domain.EnterpriseName
Agent Enterprise Name
The last name and first initial of the agent and the peripheral with which the agent is
associated. One agent can be logged into more than one peripheral if they are working
in more than one media routing domain.
Derived from: Agent.Enterprisename
associated. One agent can be logged into more than one peripheral if they are working
in more than one media routing domain.
Derived from: Agent.Enterprisename
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_Logout.PhoneType
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_Logout.PhoneType
Mobile Agent Phone Number
For a mobile agent (an agent working remotely), the current phone number.
Derived from: Agent_Logout.RemotePhoneNumber
Derived from: Agent_Logout.RemotePhoneNumber
Extension
The phone extension onto which the agent is logged into. If the agent is logged into
different devices, this would include the extension at the time the agent logged out.
Derived from: Agent_Logout.Extension
different devices, this would include the extension at the time the agent logged out.
Derived from: Agent_Logout.Extension
Log On Date Time
The date and time the agent logged on, measured in MM:DD:YYYY (month, day, year)
and HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Logout.LogoutDateTime - Agent_Logout.LoginDuration)
and HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Logout.LogoutDateTime - Agent_Logout.LoginDuration)
Log On Duration
The time in HH:MM:SS (hours, minutes, seconds) format that the agent was logged on
for the specified interval of the report.
Derived from: Agent_Logout.LoginDuration
for the specified interval of the report.
Derived from: Agent_Logout.LoginDuration
Logout Date Time
The ICM central controller's date and time when the agent logged out.
Derived from: Agent_Logout.LogoutDateTime
Derived from: Agent_Logout.LogoutDateTime