Cisco Cisco IP Contact Center Release 4.6.2 User Guide
Configuration and Scripting Considerations for Not Ready Reason Code Reporting
Follow these guidelines when configuring Not Ready reason codes:
•
Configure the Not Ready reason codes in the ICM/IPCC configuration 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.
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.
•
Configure the codes in the agent desktop software so that the agents can use them.
•
Ensure that agent event detail is enabled on the PG with the Cisco CallManager peripheral
so that Not Ready reason codes are reported. It is enabled by default, and for System IPCC
Enterprise deployments cannot be disabled.
so that Not Ready reason codes are reported. It is enabled by default, and for System IPCC
Enterprise deployments cannot be disabled.
See the IPCC Administration Guide for Cisco IPCC Enterprise Edition for instructions on
configuring Not Ready codes.
configuring Not Ready codes.
Configuration and Scripting Considerations for Logout Reason Code Reporting
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.
Also, configure the Logout non- activity time in the Agent Desk Settings tool.
See the IPCC Administration Guide for Cisco IPCC Enterprise Edition for instructions on
configuring Logout Reason codes.
configuring Logout Reason codes.
See Also
IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition
Cisco IPCC Enterprise Edition System IPCC Installation and Configuration Guide
IPCC Administration Guide for Cisco IPCC Enterprise Edition
Cisco IPCC Enterprise Edition System IPCC Installation and Configuration Guide
IPCC Administration Guide for Cisco IPCC Enterprise Edition
Reporting on Agent Task Handling
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.
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.
Types of Tasks
Agents can receive and place many different types of tasks. You can report all of these tasks
using WebView.
using WebView.
Tasks can be either internal or external. Internal tasks are calls made to an agent from another
person on the same Cisco CallManager cluster. Internal tasks are also calls that encounter busy
or an overflow conditions in a script. For example, calls whose Call Type is requalified in a
person on the same Cisco CallManager cluster. Internal tasks are also calls that encounter busy
or an overflow conditions in a script. For example, calls whose Call Type is requalified in a
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)
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Chapter 3: - Managing Agents
Reporting on Agent Task Handling