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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates agtper28: Agent Peripheral Real Time All Fields Report
*Customer Account
(Outbound Option only) The account number of the caller with whom the agent is
speaking.
Derived from: Agent_Real_Time.CustomerAccountNumber
*Campaign
(Outbound Option only) The campaign ID for the campaign associated with this call.
Derived from: Agent_Real_Time.CampaignID
*Query Rule
(Outbound Option only) The query rule belonging to the campaign identified by the
CampaignID.
Derived from: Agent_Real_Time.QueryRuleID
Routable
Indicates whether the agent is routable with respect to this Media Routing Domain.
Valid options: Y = Yes, the agent is routable. N = No, the agent is not routable.
Derived from: Agent_Real_Time.Routable
Last Mode Change
The date and time of the agent’s last mode change.
Derived from: Agent_Real_Time.DateTimeLastModeChange
Tasks In Progress
The number of tasks associated with this Media Routing Domain on which this agent is
currently working.
Derived from: Agent_Real_Time.CallsInProgress
Max Tasks
The maximum number of tasks associated with this Media Routing Domain on which
this agent can work simultaneously.
Derived from: Agent_Real_Time.MaxTasks
Available in MRD
Whether or not the agent is available to accept a task in this media routing domain:
NO (Not available)
YES_ICM (ICM available in media routing domain)
YES_APP (Application available in media routing domain)
An agent is available for a task in a media routing domain (MRD) if the agent's state in
that MRD is anything other than Not Ready, and the agent is not at the agent's
maximum task limit for the MRD, and the agent is not working on a non-interruptible
task in another MRD.”
If an agent is ICM-available, then ICM can assign tasks to the agent. If an agent is
Application-available, then the application can assign tasks to the agent. In the former
case, only ICM can assign tasks to the agent. In the latter, only the application can
assign tasks to the agent.
Derived from: Agent_Real_Time.AvailableInMRD