Cisco Cisco IP Contact Center Release 4.6.2 Betriebsanweisung

equivalent. For example, if reason code 1 equals "end of shift" and the agent selects "end of shift" as the
reason for logging out, the WebView report displays "1".

The IPCC Enterprise system uses several predefined Logout Reason codes for situations in which the
agent is logged out automatically by the software. The following table describes these predefined Logout
Reason codes.

The agent reinitialized due to peripheral restart.

-1

The PG reset the agent, normally due to a PG failure.

-2

An administrator modified the agent's extension while the agent
was logged in.

-3

A CTI OS component failed, causing the agent to be logged out.
This could be due to closing the agent desktop application,
heartbeat time out, a CTI OS Server failure, or a CTI OS failure.

50002

The agent was logged out because the Cisco CallManager reported
the agent's device as out of service.

50003

The agent was logged out due to agent inactivity as configured
in agent desk settings.

50004

The agent was logged out when his/her skill group assignment
dynamically changed on the AW.

50020

Forces the logout request.

2003- applicable if you are using the Cisco Agent Desktop

This code is reserved.

Supervisor Logout- applicable if you are using the Cisco Agent
Desktop

Follow these guidelines when configuring agent reporting:

•

If you want to report on agent state in real-time reports and the agent state trace report, enable the
agent state trace option for each agent whose state information you want to view using the Agent
Explorer tool in ICM Configuration Manager.

Enabling agent state trace for many agents might impact system performance as the option causes
more records to be written to the database. If you notice a performance problem, you might want