User Guide

4-6
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 4 Agent Report Templates
Agent By Agent Reports
Mobile Agent Phone Number
For a mobile agent (an agent working remotely), the current phone number.
Derived from: Agent_Real_Time.RemotePhoneNumber
Duration In Current State
The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format.
Derived from: DATEDIFF(second, Agent_Real_Time.DateTimeLastStateChange, getdate())
Reason Code
A code received from the peripheral that indicates the reason for the agent's last state change. If the
code is not defined, this displays 0.
Note: For reason codes to be displayed in a report:
 The agent's CTI OS desk settings and CTI OS registry settings need to be configured to display
the reason code. You can do this in the Configuration Manager's Agent Desk Settings List tool.
 You must enable reason code reporting by selecting the "agent event detail" check box in the
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 active task:
– In (inbound task - non voice tasks are always inbound)
– Out (outgoing external task)
– Other (outgoing or incoming internal task)
– Not Applicable (if the logged in agent is not active in the skill group)
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