User Guide

DescriptionColumn (Field)
2 = Nailed Connection (Mobile agent calls and logs in
once; line remains connected through multiple calls)
Derived from: Agent_Real_Time.RemotePhoneNumberMobile Agent Phone#
For a mobile agent (an agent working remotely), the
current phone number. Populated for CCE only.
Derived from: Agent_Real_Time.ReasonCodeReason 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. Set this in the Unified ICM Configuration
Manager Agent Desk Settings List tool.
Derived from:
Agent_Real_Time.RequestedSupervisorAssist
Supv Assist Reqstd
Whether or not the agent requested supervisor
assistance: No|Yes.
Derived from: Agent_Real_Time.DestinationDestination
The type of outbound task on which the agent is
currently working.
Derived from: Agent_Real_Time.DirectionDirection
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.AvailableInMRDAvail in MRD
Whether or not the agent is available to accept a task
in this media routing domain:
•
NO (Not available)
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
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Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports
Agent Skill Group Real Time