Cisco Cisco IPCC Web Option User Guide

If you are using any deployment other than System IPCC, in the PG Explorer tool of the ICM
Configuration Manager, open the Cisco CallManager peripheral (either the CallManager PG or
IPCC PG depending on your configuration). Check the enable agent reporting option on the
Agent Distribution tab.

If you are using System IPCC, this is enabled by default.

Agent Not Ready reason code text does not appear in reports

The WebView Agent Not Ready reports (agent30: Agent Not Ready Summary and agent31:
Agent Not Ready Detail ) show only the numeric Not Ready reason code, not the textual code.

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This might occur if you either have not configured the Not Ready reason codes with associated
text in the ICM/IPCC configuration tool or the agent event detail option is disabled for the Cisco
CallManager peripheral. For System IPCC, agent event detail is enabled by default and cannot
be disabled.

If Not Ready reason codes are not configured in the ICM/IPCC configuration, configure the
Not Ready reason codes and their textual equivalents using the Reason Code List tool. These
reason codes match the Not Ready reason codes configured in the agent desktop software.

Note: The IPCC Enterprise system uses several predefined Not Ready reason codes (50002,
50010, and 32767) that do not have associated text. If you want a textual reason code to appear
in reports for these Not Ready reason codes, you must configure them in the Reason Code List
Tool.

If Not Ready reason codes are configured in ICM Configuration Manager, open the Cisco
CallManager peripheral (either the CallManager PG or IPCC PG depending on your
configuration). Check the agent event detail option on the Agent Distribution tab.

Agent state does not appear in Agent State Trace reports

Agent state information does not appear in WebView real-time agent state trace report.

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