Cisco Cisco IPCC Web Option User Guide
Not Ready state. Ensure that the codes that display in WebView match the desktop codes to
avoid confusion.
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.
is enabled by default for the CallManager peripheral.) In System IPCC Enterprise deployments,
this is enabled by default and cannot be disabled.
•
If you want to report on agent Logout reason codes, determine what reason codes you want
to use.
to use.
You 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.
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.
and skill groups.
See Also
Planning for Skill Group Reporting
Follow these guidelines to obtain accurate and useful reporting data:
•
Decide whether to implement base skill groups or sub-skill groups. For Cisco IPCC Enterprise
systems, we generally recommend that you configure base skill groups only and not configure
sub-skill groups, to avoid confusion in reporting and scripting.
systems, we generally recommend that you configure base skill groups only and not configure
sub-skill groups, to avoid confusion in reporting and scripting.
For System IPCC deployments, sub-skill groups are not supported. If you have deployed
System IPCC, you can configure only base skill groups.
System IPCC, you can configure only base skill groups.
There may be limited instances where configuring sub-skill groups may be useful, such as
using sub-skill groups as overflow groups in scripts. For example, the script might first
attempt to select an agent in the primary sub-skill group and then, if no agents are available,
attempt to select an agent in the secondary skill group. In this way, you see how many calls
are overflowing out of the primary skill group. However, while there are benefits to using
sub-skill groups, there are also many issues that you might experience if you configure
sub-skill groups.
using sub-skill groups as overflow groups in scripts. For example, the script might first
attempt to select an agent in the primary sub-skill group and then, if no agents are available,
attempt to select an agent in the secondary skill group. In this way, you see how many calls
are overflowing out of the primary skill group. However, while there are benefits to using
sub-skill groups, there are also many issues that you might experience if you configure
sub-skill groups.
If you do configure sub-skill groups, understand the following issues that occur when using
sub-skill groups:
sub-skill groups:
–
Sub-skill groups represent primary, secondary, etc., levels of a base skill group. Agents
that are most competent in a skill group would be grouped into the primary sub-skill group.
The name of a sub-skill group is the name of its base skill group with .pri, .sec., etc.
appended to the end of the name.
that are most competent in a skill group would be grouped into the primary sub-skill group.
The name of a sub-skill group is the name of its base skill group with .pri, .sec., etc.
appended to the end of the name.
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)
19
Chapter 1: Planning the IPCC Enterprise System to Meet Reporting Needs
Planning for Skill Group Reporting