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
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.
Derived from: Agent_State_Trace.ReasonCode
For reason codes to be displayed in a report:
– 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 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.
Task ID: Router Call Key Day
(Applies only to non-voice media. For voice media, this field is not applicable)
This and the next two fields are the task ID of the task that caused this agent state change to occur.
Derived from: Agent_State_Trace.RouterCallKeyDay
Task ID: Router Call Key
(Applies only to non-voice media. For voice media, this field is not applicable)
This, the previous field, and the next are the task ID of the task that caused this agent state change
to occur.
Derived from: Agent_State_Trace.RouterCallKey
Task ID: Router Call Key Sequence Number
(Applies only to non-voice media. For voice media, this field is not applicable)
This and the previous two fields are the task ID of the task that caused this agent state change to
occur.
Derived from: Agent_State_Trace.RouterCallKeySequenceNumber