Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador

When autoconfigure agents is enabled, agents are “noticed” by the PIM when they sign on and are dynamically
created in Unified ICM database.

To enable the Agent auto-configuration option:

Procedure

Step 1

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

Step 2

Click Retrieve and select the peripheral.

Step 3

Click the Advanced tab.

Step 4

Check Agent auto-configuration.

Example:

Figure 10: Enable agent auto-configuration

Enable agent state trace

This option allows you to track every state an agent passes through. You might do this if you have concerns
about the productivity or performance of one or more agents. It is an option you enable on a per-agent basis,
and enabling it can impact system performance.

Enabling agent state trace for many agents can impact system performance and database sizing, as the
option causes more records to be written to the database. If you notice a performance problem, consider
disabling agent state trace or enabling it for certain agents only.

Note

Perform these steps to enable the agent state trace option, which tracks every state an agent passes through:

Reporting Guide for Cisco Unified Intelligent Contact Management and Unified Contact Center Enterprise &

Hosted Release 9.0(1)

Configuration for agent reporting