Cisco Cisco IP Contact Center Release 4.6.1 用户指南

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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 Peripheral Reports

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

Mobile Agent Phone Number

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

Extension

The full extension that the agent logged into.
Derived from: Agent_Logout.Extension

Log On DateTime

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

Log On Duration

The time in HH:MM:SS (hours, minutes, and seconds) format that the agent spent
logged on during the specified period.
Derived from: Agent_Logout.LoginDuration

Logout DateTime

The date and time that the agent logged out.
Derived from: Agent_Logout.LogoutDateTime

Reason Code

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

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 Agent Log Out Reason Codes.
Derived from: Agent_Logout.ReasonCode

Agent Summary

The total log-on duration of each agent.

Report Summary

The total log-on duration of all agents in the report.