Cisco Cisco IP Contact Center Release 4.6.1 User Guide

If you do want to view agent data, you must ensure that the agent reporting option is enabled
for the Cisco CallManager peripheral.

Note: The agent reporting option can be enabled in Configuration Manager -> Peripheral ->
PG Explorer in ICM AW. This option is enabled by default and for System IPCC deployments,
this option cannot be disabled.

If you are using any deployment other than System IPCC, you also must identify the Admin
Workstation distributor in the Agent Distribution list for the CallManager peripheral so that
agent data is sent to the correct Admin Workstation.

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Decide whether you want to report on agent state in the agent state trace report. If you do
want to see this information, enable the agent state trace option in the configuration tool for
each agent whose state information you want to view.

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 to disable agent state trace, or only enable agent state trace for those agents on
whom you are reporting. Also consider this when sizing the databases.

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If you want to report on agent Not Ready reason codes, determine what reason codes you
want to use.

You configure the Not Ready Reason codes both in the ICM/IPCC configuration tool and
on the agent desktop software (CTI OS or Cisco Agent Desktop). The codes configured on
the configuration tool are the enterprise-level codes that appear in WebView reports while
the codes configured on the desktop software are the codes that the agent selects when entering
Not Ready state. Ensure that the codes that display in WebView 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.) In System IPCC Enterprise deployments,
this is enabled by default and cannot be disabled.

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If you want to report on agent Logout reason codes, determine what reason codes you want
to use.

Also, 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.

Planning for agent reporting also involves planning how you want to group agents into teams
and skill groups.

Planning for Skill Group Reporting on page 14
Planning for Agent Teams and Supervisors on page 16

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)