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New Member

Supervisor / Agent Status

I am running IPCC Express 3.1. Is it possiable for the Supervisor to view the Reason Code for an agent that is in the not ready state on the Supervisor Desk Top.

3 REPLIES
Blue

Re: Supervisor / Agent Status

No. The information is stored in the rascal database and writing a custom report to monitor it real time is fairly easy. Contact me at adignan@berbee.com if you need more info because we are currently working on generating reports (historical and real time) for the reason codes.

New Member

Re: Supervisor / Agent Status

I have a customer who would really love this... it is hard to tell the customer yes we can do reason codes but you cant track them...especially in real time.

Bronze

Re: Supervisor / Agent Status

Hi,

Currently the Agent can view the reason codes but there is no way for the Supervisor to access this data and there are no canned reports in CRS for Reason Codes. The "Numeric reason codes" are stored in AgentStateDetail table in the "db_cra" database. There are no historical reports showing these reason codes, but you should be able to generate customized reports by querying on this table.

For more information please take a look at the below URL for Historical Reporting (HR) for IPCC Express

Understanding HR

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/hist_rep/index.htm

Cisco CRA HR User Guide

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/agents/hr_user/index.htm

Cisco CRA Database Schema

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/schema/index.htm

Creating custom reports:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_programming_reference_guide09186a00801bbed0.html#1021938

Hope it helps.

Regards

Venkat

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