User Guide

IPCC Agent Report Templates agtper28: Agent Peripheral Real Time All Fields Report
2- 71
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Duration In Current State
The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds)
format.
Derived from: DATEDIFF(seconds, Agent_Real_Time.DateTimeLastStateChange,
getdate())
Log On DateTime
The date and time the agent logged on.
Derived from: Agent_Real_Time.DateTimeLogin
*Supv Assist Reqstd
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 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 the call is currently on hold or the task is paused:Yes; No.
Derived from: Agent_Real_Time.OnHold
*Network TargetID
The device target the agent is logged into. This applies to IPCC agents only.
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