Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Configuration and Scripting Considerations for Reporting on Agent States

Configuration and Scripting Considerations for Agent Reporting

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If you want to use the agent state trace report, enable the agent state trace option for each
agent whose information you want to view using the ICM/IPCC configuration tool.

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.

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To obtain agent data in reports:

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For IPCC Enterprise deployments other than System IPCC, ensure that agent reporting is
enabled on the Cisco CallManager peripheral and identify the Admin Workstation
distributor in the Agent Distribution list in ICM/IPCC software. It is not enabled by default.

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For System IPCC deployments, agent reporting is enabled by default, and cannot be
disabled.

The Queue to Agent Node in Script Editor allows you to route a call to one or more specified
agents; for example, to a primary supervisor. The agents can be specified directly from the list
of configured agents or indirectly by providing agent’s SkillTargetID or Enterprise Name.

When you use the Queue to Agent Node, certain reporting statistics are tracked for agents in
the Agent _Half_Hour table in the database schema.

Fields are tracked for calls that are offered, abandoned, abandoned in queue, dequeued, redirected,
answered, handled, and resulted in an error condition.

See Script Editor online help for more on the Queue to Agent node.

See Schema online help for more on the Agent_Half_Hour table.

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

Configuration and Scripting Considerations for Not Ready Reason Code Reporting

Follow these guidelines when configuring Not Ready reason codes:

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