User Guide

DescriptionColumn (Field)
Derived from: Agent_Real_Time.AgentStateAgent State
The current state of the agent. See Agent States (page
204).
Derived from: Agent_Real_Time.DateTimeLoginLogOn DateTime
The date and time that the agent logged in. The format
is MM/DD/YYYY (month, day, year) and HH:MM:SS
(hour, minute, second) format.
The time spent in the current agent state in HH:MM:SS
(hours, minutes, seconds) format.
Duration in Current State
This is a calculated field derived from:
DATEDIFF(seconds,
Agent_Real_Time.DateTimeLastStateChange,
getdate())
Derived from: Agent_Real_Time.PhoneTypeMobile Agent Mode
The mode by which the agent is connected (populated
for CCE only):
0 = Not Mobile (Local agent; normal ACD/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.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
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 Skill Group Real Time