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

Configuration and Scripting Considerations for Logout Reason Code Reporting

If you want to report on Logout Reason codes, configure the codes in the agent desktop software.
Also, configure the Logout non- activity time in the Agent Desk Settings tool.

See the IPCC Administration Guide for Cisco IPCC Enterprise Edition for instructions on
configuring Logout Reason codes.

Reporting on Agent Task Handling

Reports show you what kind of tasks agents are handling and how well they are handling them.
For example, reports display statistics for calls placed, received, transferred and conferenced.
Reports also indicate how many calls were rerouted from an agent when the agent failed to
answer the call.

Types of Tasks

Agents can receive and place many different types of tasks. You can report all of these tasks
using WebView.

Tasks can be either internal or external. Internal tasks are calls made to an agent from another
person on the same Cisco CallManager cluster. Internal tasks are also calls that encounter busy
or an overflow conditions in a script. For example, calls whose Call Type is requalified in a
script "overflow" from the first call type into second call type. Overflow might occur in VRU
application scripts, where Call Type requalify is used to separate information gathering from
queuing, or, if CVP is the VRU, in Redirection on No Answer situations in which the Router
requalifies the call type to assign the call to a different agent.

External tasks are tasks that go through a voice gateway or Media Routing PG or tasks that are
routed to an agent from a person on a different Cisco CallManager cluster. For example, calls
from the call center to customers go through voice gateways and are considered external. Only
Voice calls can be external or internal; single-session chat, multi-session chat, e-mail, and
blended collaboration task are always external.

In addition to being internal or external, tasks can be incoming or outgoing. An incoming task
is a task that an agent receives. An outgoing task is a call that an agent places. For example, if
a customer calls an agent, the call is incoming for the agent. If an agent calls a supervisor, the
call is outgoing for the agent. Voice calls can be either incoming and outgoing; single-session
chat, multi-session chat, e-mail, and blended collaboration task are always incoming.

For Voice calls only, agents can also transfer calls, receive transferred calls, place consultative
calls, and engage in conference calls.

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