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
Media
The media routing domain from which the agent is logged off.
Derived from: Media_Routing_Domain.EnterpriseName
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_Logout.PhoneType
Mobile Agent Phone Number
For a mobile agent (an agent working remotely), the current phone number.
Derived from: Agent_Logout.RemotePhoneNumber
Extension
The phone extension on which the agent logged into. If the agent's log into different devices, this
would include the extension at the time the agent logged out.
Derived from: Agent_Logout.Extension
Log On DateTime
The date and time the agent logged on, measured in MM:DD:YYYY (month, day, year) and
HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Logout.LogoutDateTime - Agent_Logout.LoginDuration)
Log On Duration
The number of hours, minutes, and seconds (in HH:MM:SS format) that the agent was logged on.
Derived from: Agent_Logout.LoginDuration
Log Out DateTime
The software's central controller date and time when the agent logged out.
Derived from: Agent_Logout.LogoutDateTime
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 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.