Cisco Cisco Administrative Workstation User Guide

N/A

Note: Agent reporting is not supported for all deployments.

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.

None

This might occur if you either have not configured the Not Ready reason codes with associated
text in the configuration tool or if the agent event detail option is disabled for the peripheral.

See 

Agent Reports and Outbound Calls

The general agent reports do not display Outbound calls.

N/A

ICM cannot differentiate outbound calls in general agent reports.

Use the Outbound reports or report on agents by skill group.

Agent state does not appear in Agent State Trace reports

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

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)