Cisco Cisco Administrative Workstation User Guide

Note: Enabling the agent state trace option can have a substantial performance impact on your
system. I is usually turned on an agent-by-agent basis. Before you enable this option, consider
the performance impact.

Configuring Agent Not Ready Reason Codes

The codes that agents select when entering the Not Ready state are configured in both the
Configuration Manager and in the agent desktop software.

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Not Ready reason codes configured in the Configuration Manager are system-level codes.

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Not Ready reason codes configured on the agent desktop software are peripheral-specific.

To interpret reports consistently, configure reason codes to have the same meaning in
Configuration Manager and the agent desktop software.

The Configuration Manager allows you to specify alphanumeric reason codes and their numeric
equivalent. For example, you might configure Break and Lunch reason codes with numeric
values of 1 and 2, respectively. Both the number and the text appear in WebView reports.

To configure agent Not Ready Reason codes

1. Configure the Not Ready reason codes in the agent desktop software (CTI OS or Cisco

Agent Desktop).

2. Using the exact same reason codes as in the desktop software, configure the Not Ready

reason codes in Configuration Manager.

To do this, from Configuration Manager, select Tools > List Tools > Reason Code List.

Note: Use this tool to enter Not Ready Reason Codes with text descriptions. If no text
descriptions are configured, then the Agent30 and Agent31 reports display the numeric
code only.

3. Ensure that the Agent Reporting and Agent Event Detail are both enabled on the PG.

To do this:

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From Configuration Manager, select Tools > Explorer Tools > PG Explorer.

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Retrieve and select the PG.

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Click the Agent Distribution tab.

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Check both Enable agent reporting and Agent event detail.