Cisco Cisco IP Contact Center Release 4.6.1
b.
Agent real time data. If checked, enables the flow of agent real time data from the
peripheral to the Administration & Data Server. Unchecked, disables the flow of agent
real time data.
peripheral to the Administration & Data Server. Unchecked, disables the flow of agent
real time data.
c.
Agent historical data. If checked, enables the flow of agent historical data from the
peripheral to the Administration & Data Server. Unchecked, disables the flow of agent
historical data.
peripheral to the Administration & Data Server. Unchecked, disables the flow of agent
historical data.
Step 6
Click Save to apply your changes.
Agent State Trace
Optionally, the system software can track every state (Available, Talking, and so on) an agent
passes through. You can turn on this feature in the Configuration Manager's Agent Explorer.
The Agent tab includes the Agent State Trace check box, which you select if you want to track
this agent's states.
passes through. You can turn on this feature in the Configuration Manager's Agent Explorer.
The Agent tab includes the Agent State Trace check box, which you select if you want to track
this agent's states.
Note: Tracking every state of an agent puts an added load on the system software. Activating
this feature for all agents at all times may require additional network bandwidth, additional
database space, and so on. Typically, you must use this feature only for short-term tracking of
specific agents.
this feature for all agents at all times may require additional network bandwidth, additional
database space, and so on. Typically, you must use this feature only for short-term tracking of
specific agents.
Temporary Agents
The system software might receive agent-level reporting data for an agent that has not been
configured. The system software automatically configures a temporary agent to associate with
this data.
configured. The system software automatically configures a temporary agent to associate with
this data.
The Agent Explorer Agent tab includes a Temporary Agent check box. This check box is
disabled and unchecked for standard agents. For temporary agents created by the CallRouter
software, this checkbox is enabled and checked.
disabled and unchecked for standard agents. For temporary agents created by the CallRouter
software, this checkbox is enabled and checked.
The system software derives the last name, first name, and enterprise name from the peripheral
number and skill target ID.
number and skill target ID.
You can subsequently modify the agent configuration to assign the correct names to the agent.
To convert a temporary agent to a standard agent, uncheck the Temporary Agent check box.
When you apply these modifications, the Temporary Agent field is automatically deselected
and disabled.
To convert a temporary agent to a standard agent, uncheck the Temporary Agent check box.
When you apply these modifications, the Temporary Agent field is automatically deselected
and disabled.
Importing Agent Configuration Data from the Peripheral
An ACD requires all the available agents to be configured to allow the agents to login to the
call handling devices with their peripheral number (Agent ID) or peripheral name, password,
etc. Also, these agents are configured to handle specific category of calls based on Skill Group.
There are some other data elements configured on the ACD such as last name, first name and
other class of services.
call handling devices with their peripheral number (Agent ID) or peripheral name, password,
etc. Also, these agents are configured to handle specific category of calls based on Skill Group.
There are some other data elements configured on the ACD such as last name, first name and
other class of services.
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
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Chapter 7: Configuring Skill Targets
Agents