Cisco Cisco IP Contact Center Release 4.6.2 User Guide

to disable agent state trace, or only enable agent state trace for those agents on whom you are
reporting.

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To obtain agent data in reports, you must ensure that agent reporting is enabled on the Cisco
CallManager peripheral and identify the Admin Workstation distributor in the Agent Distribution
list in ICM software. It is enabled by default.

See the Cisco IP Contact Center Enterprise Edition Installation and Configuration Guide for instructions
on enabling agent reporting.

Follow these guidelines when configuring Not Ready reason codes:

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Configure the Not Ready reason codes in the ICM Configuration Manager using the Reason Code
List tool. Enter the numeric and text value for each reason code. For example, if you want Not
Ready reason code 1 to equal Break, enter 1 for the Reason Code and Break for Reason Code
Text.

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Configure the codes in the agent desktop software so that the agents can use them.

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Ensure that agent event detail  is enabled on the PG with the Cisco CallManger peripheral so that
Not Ready reason codes are reported. It is enabled by default.

See the Cisco IP Contact Center Enterprise Edition Administration Guide for instructions on configuring
Not Ready codes.

If you want to report on Logout Reason codes, configure the codes in the agent desktop software. Also,
configure the Logout non- activity time in the Agent Desk Settings tool.

See the Cisco IP Contact Center Enterprise Edition Administration Guide for instructions on configuring
Logout Reason codes.

Reports show you what kind of tasks agents are handling and how well they are handling them. For
example, reports display statistics for calls placed, received, transferred and conferenced. Reports also
indicate how many calls were rerouted from an agent when the agent failed to answer the call.

Agents can receive and place many different types of tasks. You can report all of these tasks using
WebView.