Cisco Unified Intelligent Contact Management Enterprise

Document ID: 50284

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Cause
Solution
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Introduction

This document describes one reason why reports based on templates agent20 and agent28 contain no data on the Cisco Intelligent Contact Management (ICM) WebView report system in a Cisco IP Contact Center (IPCC) environment.

Prerequisites

Requirements

Cisco recommends you have knowledge of these topics:

• Cisco ICM

• Cisco WebView

Components Used

The information in this document is based on these software and hardware versions:

• Cisco ICM version 5.0 and later

• Cisco WebView version 5.0 and later

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to the Cisco Technical Tips Conventions for more information on document conventions.

Problem

When you view reports based on the agent20 and agent28 templates in WebView, both reports contain no data (see Figure 1 and Figure 2). Agent20 is the template for the Agent Real Time report, and agent28 is the template for the Agent Real Time All Fields report.

Figure 2 – agent28 Template

Cause

This problem occurs due to a configuration issue. When you configure the Peripheral Gateway (PG), the Enable agent reporting check box is left unchecked (see Figure 3). Failure to enable the agent reporting is the root cause of the problem.

Solution

Complete these steps in order to enable agent reporting:

1. Choose Start > Programs > ICM Admin Workstation > Configuration Manager.

   The Configuration Manager menu is displayed.

2. Choose Tools > Explorer Tools > PG Explorer.

   The PG Explorer window is displayed.

3. Select the filters you want from the Select filter data box.

4. Click Retrieve.

   The name(s) of the retrieved PG(s) are listed in the tree list box.

5. Select the PG that contains the records you want to view.

   The configuration information for the selected PG is displayed in the tabbed fields on the right.

6. Expand the tree branch for the selected PG, and select the peripheral icon of the PG to view a peripheral record.

7. Click Agent Distribution Tab in the peripheral record.

8. Check the Enable agent report check box, shown in Figure 3.

   This procedure solves the problem.

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