User Guide

DescriptionColumn (Field)
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.RemotePhoneNumber
Mobile Agent Phone#
For a mobile agent (an agent working
remotely), the current phone number. Populated
for CCE only.
This is a calculated field derived from:
DATEDIFF(seconds,
Duration in Current State
Agent_Real_Time.DateTimeLastStateChange,
getdate())
The time spent in the current agent state in
HH:MM:SS (hours, minutes, seconds) format.
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 Assit Reqd
Whether or not the agent requested supervisor
assistance: No|Yes
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)
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
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Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports
Agent Real Time