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
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agtper03: Agent Peripheral Media Status Logout Report
Reporting on Agent Not Ready Reason Codes
There are WebView reports that show the codes agents select when entering Not Ready state,
calculate the percentage of time spent in the Not Ready state, and specific Not Ready reasons
based on the time range you specify.
If an agent's total login session is not included in the specified time range (for example, the
agent was still logged in at the end of the time range), an asterisk (*) appears next to the agent's
name in the report to indicate that data for that agent is not complete for the range.
These reports help you identify whether agents are taking the appropriate number of breaks and
whether their breaks are the appropriate length.
Two of these reports (agent30 and agent31) display both the text of the reason code (if
configured)and the corresponding number.
For example, if an agent enters Not Ready state and selects "Break" as the reason code, and if
you have configured text for this code in Configuration Manager, these two reports display
"Break [1]".
In all other reports that contain the Reason Code field, the report displays the numeric Not Ready
reason code only.
There are no predefined Not Ready Reason codes for the Unified ICM environment.
Note: Check your ACD Supplement Guide to make sure that Not Ready Reasons codes are
supported for your ACD.
See also:
Configuring Agent Not Ready Reason Codes (page 191)
Reports that show Agent Not Ready Reason Codes
These are some of the reports that contain information on Not Ready codes and the time spent
as Not Ready:
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agent30: Agent Not Ready Summary
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agent31: Agent Not Ready Detail
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agtper23: Agent Peripheral Performance Summary Half Hour Report
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agteam24: Agent Team Performance Summary Daily Report
For the complete list of agent templates, see Appendix A (page 165).
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 5: Reporting on Agents
Reporting on Agent Not Ready Reason Codes