User Guide

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WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 4 Agent Report Templates
Agent By Agent Reports
Date Time
The date and time at which the state change occurred.
Derived from: Agent_State_Trace.DateTime
Event Name
A code indicating the event that caused the agent's last state change.
Derived from: Agent_State_Trace.EventName
Agent State
The current state of the agent. The following states can appear in this report:
– Not Ready
– Ready
– *Talking
– Work Not Ready
– Work Ready
– Busy Other
– Reserved
– *Hold
– Active
– Paused
– Not Active
– Logged On (displayed if Agent State Trace is enabled)
– Logged Off (displayed if Agent State Trace is enabled)
Derived from: Agent_State_Trace.AgentState
Note States with an asterisk (*) are voice media only states. 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.
*ICM Task Key
A unique number generated at the PG. Values are reused after about 250 million calls.
Derived from: Agent_State_Trace.ICRCallKey
*Peripheral CallKey
An ID assigned by the peripheral to the task associated with the event.
Derived from: Agent_State_Trace.PeripheralCallKey