User Guide

2- 184
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates agteam20: Agent Team Real Time Report
The state with an asterisk (*) is a voice media only state.
An agent doing wrap-up work (post-call activities, such as completing paperwork or
consulting with associates) is in either the Work Ready or the Work Not Ready state.
Derived from: Agent_Real_Time.AgentState
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:
– Τ he 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.
– Ψou must enable reason code reporting by selecting the "agent event detail" check
box in the ICM Configuration Manager's PG Explorer.
Derived from: Agent_Real_Time.ReasonCode
*Supv Assist Reqstd
Whether or not the agent requested supervisor assistance:
No
Yes
Derived from: Agent_Real_Time.RequestedSupervisorAssist
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
*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