User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates agtskg28: Agent Skill Group Real Time All Fields Report
Extension
The phone extension the agent is currently working on.
Derived from: Agent_Real_Time.Extension
Log on Date Time
The date and time the agent logged in.
Derived from: Agent_Skill_Group_Real_Time.DateTimeLogin
*Supv Assist Reqstd
Whether or not the agent requested supervisor assistance:
No
Yes
Derived from: Agent_Skill_Group_Real_Time.RequestedSupervisorAssist
*Destination
The type of outbound task on which the agent is currently working:
None (Not Applicable)
ACD
Direct
Auto out
Reserve
Preview
Derived from: Agent_Real_Time.Destination
Direction
The direction of the active task:
In (inbound task - non voice tasks are always inbound)
Out (outgoing external call)
Other (outgoing internal call)
Derived from: Agent_Real_Time.Direction
On Hold
Indicates whether a call is currently on hold or a task is paused:Yes; No.
Derived from: Agent_Real_Time.OnHold
*Network TargetID
The device target the agent is logged on to. This applies to only IPCC agents.
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