User Guide
Table Of Contents
- Cover Page
- Table of Contents
- List of Figures
- Figure 1 : Central Controller
- Figure 2 : Peripheral and Peripheral Gateway
- Figure 3 : Administrative Workstation
- Figure 4 : WebView Server
- Figure 5 : Diagram of System Components
- Figure 6 : ICM Data Environment
- Figure 7 : Real-Time Data Moves to AW Local Database
- Figure 8 : Icons for Graphs and Tables
- Figure 9 : Deployment with Enterprise Routing
- Figure 10 : Sample Script for Enterprise Routing
- Figure 11 : Script Example for Agent Level Routing
- Figure 12 : Sample Script for Hybrid Routing
- Figure 13 : Agent State and Task State Relationship
- Figure 14 : Sample Routing Script for Information Gathering and Queuing
- Figure 15 : Call Type Data for Calls that Abandon after Call Type is Changed
- Figure 16 : Call Type Data for Calls that Abandon before Call Type is Changed
- Figure 17 : MultiChannel Options
- Figure 18 : Agent State Hierarchy
- Figure 19 : Call Abandoned While On Hold Scenario
- Preface
- Chapter 1: System Architecture and Reporting
- Chapter 2: Understanding Reporting
- Chapter 3: Understanding Routing and Queuing
- Chapter 4: Planning for Reporting
- Planning for Reporting at Unified ICM Setup
- Planning for Your Deployment
- Planning for Configuration and Scripting
- Planning for Agent Reporting
- Planning for Call Types
- Planning for Custom Reporting
- Planning for the HDS
- Planning for Enterprise Routing and Enterprise Reporting
- Planning for Service and Enterprise Service Reporting
- Planning for Service Level
- Planning for Short Calls
- Planning for Skill Groups and Enterprise Skill Groups
- Planning for Transfer and Conference Reporting
- Planning for Translation Routing
- Planning for Unexpected Scripting Conditions
- Planning for VRU Application Reporting
- Chapter 5: Reporting on Agents
- What Agent Data do you Want to See?
- Reporting on Agent Activity in Skill Groups
- Reporting on Agent States
- Reporting on Average Speed of Answer for Agents and Skill Groups
- Reporting on Agent Logout Reason Codes
- Reporting on Agent Not Ready Reason Codes
- Reporting on Agent Task Handling
- Reporting on Agent Performance for Outbound Option Dialing Campaign Calls
- Reporting on Agent Redirection on No Answer
- Reporting on Agent Call Transfers and Conferences
- Reporting on Agent Teams
- Chapter 6: Reporting on Customer Experience
- Chapter 7: Reporting on Operations
- Chapter 8: Reporting in a MultiChannel Environment
- Chapter 9: Sample Call Scenario
- Chapter 10: Reporting Implications of Data Loss and Component Failover
- Chapter 11: Troubleshooting Report Data
- Appendix A: List of All Unified ICM Report Templates
- Appendix B: Reporting Entities and Databases
- Appendix C: Configuration and Scripting for Reporting
- Configuration for Agent Reporting
- Configuring Call Types
- Configuration and Scripting for Conferences and Transfers
- Configuring Services and Enterprise Services
- Configuring and Scripting for Service Level Threshold and Type
- Configuring Short Calls
- Configuring Skill Groups and Enterprise Skill Groups
- Configuration and Scripting for the VRU
- Configuring Translation Routes
- Index
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.
•
Not Ready reason codes configured in the Configuration Manager are system-level codes.
•
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:
–
From Configuration Manager, select Tools > Explorer Tools > PG Explorer.
–
Retrieve and select the PG.
–
Click the Agent Distribution tab.
–
Check both Enable agent reporting and Agent event detail.
See also Reporting on Agent Not Ready Reason Codes (page 87).
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
191
Configuration and Scripting for Reporting
Configuration for Agent Reporting