User Guide

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Team Reports
Active Tasks
The number of tasks the agent is currently worki
ng on that are associated with the skill
group.
Derived from: Agent_Skill_Group_Real_Time.CallsInProgress
Agent State
The current state of the agent. The following states can appear in this report:
– *Talking
– Active
– *Ready
– Available/Not Active
– Work Ready
– Work Not Ready
– *Hold
– Paused
– Busy Other
– Reserved
– Not Ready
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_Skill_Group_Real_Time.AgentState
Duration In Current State
The total time the agent has spent in the current state.
Derived from: DATEDIFF(second,
Agent_Skill_
Group_Real_Time.DateTimeLastStateChange, getdate())
Reason Code
A code received from the peripheral that indica
tes the reason for the agent's last state
change. If not defined, this displays 0.
Derived from: Agent_Skill_Group_Real_Time.ReasonCode
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 ICM Configuration Manager's Agent Desk
Settings List tool.
• You must enable reason code reporting by selecting the "agent event detail" check box
in the ICM Configuration Manager's PG Explorer. For more information, see About Not
Ready Reason Codes.
Skill Group Summary
The total of all agent data for all agents in the skill group.
Agent Summary
The total of all agent data for each agent.