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 Team Reports
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.
Derived from: Agent_Real_Time.AgentState
Mobile Agent Mode
The mode by which the agent is connected:
– 0 = Not Mobile (Local agent; normal ACD/Unified CCE phone or non-voice task)
– 1 = Call By Call (Mobile agent's phone is connected for each incoming call)
– 2 = Nailed Connection (Mobile agent calls and logs in once; line remains connected through
multiple calls)
Derived from: Agent_Real_Time.PhoneType
Mobile Agent Phone Number
For a mobile agent (an agent working remotely), the current phone number.
Derived from: Agent_Real_Time.RemotePhoneNumber
Extension
The phone extension that the agent has logged into.
Derived from: Agent_Real_Time.Extension
Reason Code
A code received from the peripheral that indicates the reason for the agent's last state change. If not
defined, this displays 0.
Note • 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.
Derived from: Agent_Real_Time.ReasonCode
Duration in Current State
The length of time since the agent's state last changed, measured in HH:MM:SS (hours, minutes,
seconds) format.
Derived from: DATEDIFF(second, Agent_Real_Time.DateTimeLastStateChange, getdate())
Log On DateTime
The Date and time the agent logged in.
Derived from: Agent_Real_Time.DateTimeLogin