User Guide

IPCC Agent Report Templates agent28: Agent Real Time All Fields Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Skill Group
The skill group associated with the task on which the agent is working. If the agent is
not involved in any task in the media routing domain, this field shows Not Applicable.
Since an agent can be logged into multiple skill groups, this field is not filled until the
agent is assigned a task.
Derived from: Skill_Group.EnterpriseName
DateTime
The date and time of the selected row's data at the start of the interval in MM/DD/YYYY
(month, day, year) and HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Real_Time.DateTime
Service
Identifies the service for the task on which the agent is currently working.
Derived from: Service.EnterpriseName and Agent_Real_Time.ServiceSkillTar-
getID
Agent State
The current state of the agent. The following states can appear in this report:
*Talking
Active
*Ready
Not Active
Work Ready
Work Not Ready
*Hold
Paused
Busy Other
Reserved
Not Ready
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:
• 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.
Derived from: Agent_Real_Time.ReasonCode