User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates agent28: Agent Real Time All Fields Report
Extension
The phone extension on which the agent is currently working.
Derived from: Agent_Real_Time.Extension
Log On DateTime
The date and time the agent logged in.
Derived from: Agent_Real_Time.DateTimeLogin
*Supv Assist
Whether or not the agent requested supervisor assistance:
No
Yes
Derived from: Agent_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 task)
Other (outgoing internal task)
Derived from: Agent_Real_Time.Direction
On Hold
Indicates whether the call is currently on hold or the task is paused:Yes; No.
Derived from: Agent_Real_Time.OnHold
*Network TargetID
The device target onto which the agent is logged. This applies only to 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