Cisco Systems ICM Software Version 4.5 Manual de usuario descargar pdf (Pagina 163)

Real-Time and Historical Templates 163

8. Template Reference

agtper01_agent_status_by_position

Description

This template generates a real-time grid report that shows agent status by

position for each agent logged on to the peripheral.

Database Table

Agent_Real_Time

Data

Peripheral. The name of the peripheral selected as the scope of the

report.

Position. The current extension on which the agent is working.

Agent name. The first and last name of the agent.

Skill group. The name of the skill group to which this is logged on.

Logon date and time. The date and time that the agent logged on.

Current state. The current state of the agent: Logged Off, Logged On,

Ready, Not Ready, Work Ready, Work Not Ready, Talking, Busy

Other, Reserved, Unknown, Calls on Hold.

Direction. The direction of the call on which the agent is currently

working: In (Inbound), Out (Outbound), or Unknown.

Destination. The type of outbound call: ACD, direct, or Unknown.

Last state change. The date and time that the agent’s state last changed.

Reason. A code received from the peripheral that indicates the reason

for the agent’s last state change.

Example

1 2 ... 158 159 160 161 162 163 164 165 166 167 168 ... 327 328

Sin comentarios

Cisco Systems ICM Software Version 4.5 Manual de usuario Pagina 163