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

Follow these guidelines when configuring agent reporting:

•

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.

•

To obtain agent data in reports:

–

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.

–

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

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:

•

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.

•

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.

See the IPCC Administration Guide for Cisco IPCC Enterprise Edition  for instructions on
configuring Not Ready codes.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)