Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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If you want to report on agent Not Ready reason codes, determine what reason codes you want to
use.
use.
You configure the Not Ready Reason codes both in the ICM Configuration Manager Reason Code
List tool and on the agent desktop software (CTI OS or Cisco Agent Desktop). The codes configured
on the ICM are the enterprise-level codes that appear in reports while the codes configured on the
desktop software are the codes that the agent selects when entering Not Ready state. You should
ensure that the codes in ICM match the desktop codes to avoid confusion.
List tool and on the agent desktop software (CTI OS or Cisco Agent Desktop). The codes configured
on the ICM are the enterprise-level codes that appear in reports while the codes configured on the
desktop software are the codes that the agent selects when entering Not Ready state. You should
ensure that the codes in ICM match the desktop codes to avoid confusion.
Also, ensure that the agent event detail option is enabled on the CallManager peripheral. (It is
enabled by default for the CallManager peripheral.)
enabled by default for the CallManager peripheral.)
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If you want to report on agent Logout reason codes, determine what reason codes you want to use.
You configure the Logout reason codes in the agent desktop software (CTI OS or Cisco Agent
Desktop). Some codes are generated automatically by the system. In reports, you will see the
numeric equivalent of each reason code, not the textual code. For example, if Logout reason code
1 is "End of Shift", you will see "1" in the report.
Desktop). Some codes are generated automatically by the system. In reports, you will see the
numeric equivalent of each reason code, not the textual code. For example, if Logout reason code
1 is "End of Shift", you will see "1" in the report.
Planning for agent reporting also involves planning how you want to group agents into teams and skill
groups.
groups.
See Also
Planning for Skill Group Reporting
For IPCC Enterprise systems, we recommend that you configure base skill groups only. To avoid confusion
in reporting and scripting, do not configure sub-skill groups.
in reporting and scripting, do not configure sub-skill groups.
Sub-skill groups represent primary, secondary, etc., levels of a base skill group. Agents that are most
competent in a skill group would be grouped into the primary sub-skill group. The name of a sub-skill
group is the name of its base skill group with .pri, .sec., etc. appended to the end of the name. One benefit
of sub-skill groups is that you can use them as overflow groups in scripts. For example, the script might
first attempt to select an agent in the primary sub-skill group and then, if no agents are available, attempt
to select an agent in the secondary skill group. In this way, you see how many calls are overflowing out
of the primary skill group. However, while there are benefits to using sub-skill groups, there are also
many issues that you might experience if you configure sub-skill groups.
competent in a skill group would be grouped into the primary sub-skill group. The name of a sub-skill
group is the name of its base skill group with .pri, .sec., etc. appended to the end of the name. One benefit
of sub-skill groups is that you can use them as overflow groups in scripts. For example, the script might
first attempt to select an agent in the primary sub-skill group and then, if no agents are available, attempt
to select an agent in the secondary skill group. In this way, you see how many calls are overflowing out
of the primary skill group. However, while there are benefits to using sub-skill groups, there are also
many issues that you might experience if you configure sub-skill groups.
If you do configure sub-skill groups, you should understand the following issues:
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WebView reports are designed for base skill groups.
However, when you run skill group reports in WebView and have configured sub-skill groups, do
not select the base skill group for the report. Agents are not assigned to the base skill group; they
are assigned to the sub-skill group. Because the reports are designed to gather data from base skill
group metrics only, they might not be appropriate for reporting on sub-skill groups.
not select the base skill group for the report. Agents are not assigned to the base skill group; they
are assigned to the sub-skill group. Because the reports are designed to gather data from base skill
group metrics only, they might not be appropriate for reporting on sub-skill groups.
•
Sub-skill groups do not imply priority in scripting. You must indicate the priority of each sub-skill
group in the script.
group in the script.
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
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Planning the IPCC Enterprise System to Meet Reporting Needs
Planning for Skill Group Reporting