User Guide

Configuring Agent Logout Reason Codes
To configure agent Logout Reason codes:
1. Configure the Logout reason codes in the agent desktop software (CTI OS or Cisco Agent
Desktop).
Some codes are generated automatically by the system for situations in which the agent
is logged out automatically by the software.
These automatic codes are listed in Chapter 5 (page 85).
2. Configure the Logout non-activity time in the Agent Desk Settings tool.
To do this:
–
From Configuration Manager, click Tools > List Tools > Agent Desk Settings List.
–
Click Retrieve. Then select an existing code, or click Add to define a new one.
–
On the Attributes tab, enter a value in seconds for Logout non-activity time.
See also Reporting on Agent Logout Reason Codes (page 85).
Configuring Agent Teams and Supervisors
An agent team is an organizational tool that is configured to reflect the reporting structure in
a contact center.
Agent teams are peripheral-specific: all agents on a team and the supervisor(s) for the team
must reside on the same peripheral.
An individual agent can be assigned to one team only.
The team configuration in Configuration Manager needs to match the team configuration on
the ACD.
To add an agent team or to add agent members to an existing team:
1. From Configuration Manager, click Tools > List Tools > Agent Team List.
2. Click Retrieve. Then select an existing team, or click Add to define a new one.
3. Work in the appropriate tabs to configure attributes, to add members, and to assign a
supervisor.
Supervisors are agents who are configured to have supervisor status.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Configuration and Scripting for Reporting
Configuration for Agent Reporting