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
In addition to the codes configured at the desktop, some codes are generated automatically when
the agent is logged out by the software. the table below describes these predefined Logout
Reason codes.
Note: Check your ACD Supplement Guide to make sure that Agent Logout Reasons codes are
supported for your ACD.
See also:
Configuring Agent Logout Reason Codes (page 192)
DescriptionPredefined Logout Reason Code
The agent reinitialized due to peripheral restart.-1
The PG reset the agent, normally due to a PG failure.-2
An administrator modified the agent's extension while
the agent was logged in.
-3
A CTI OS component failed, causing the agent to be
logged out. This could be due to closing the agent
50002
desktop application, heartbeat time out, a CTI OS
Server failure, or a CTI OS failure.
The agent was logged out because the ACD reported
the agent's device as out of service.
50003
The agent was logged out due to agent inactivity as
configured in agent desk settings.
50004
The agent was logged out when his/her skill group
assignment dynamically changed on the AW.
50020
The agent's state was changed to NOT READY.20001 - applicable if you are using the
Cisco Agent Desktop
A normal log out condition from NOT READY20002 - applicable if you are using the
Cisco Agent Desktop
Forces the logout request.20003 - applicable if you are using the
Cisco Agent Desktop
Reports that show Agent Logout Reason Codes
These are some reports that contain information on Agent Logout reason codes:
•
agent03: Agent Media Status Logout Report
•
agteam03: Agent Team Media Status Logout Report
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
86
Chapter 5: Reporting on Agents
Reporting on Agent Logout Reason Codes