Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent By Agent Reports
2 IPCC Agent Report Templates
agent30: Agent Not Ready Summary Report
Overview:
Subject
An overall summary of the not ready status of agents in a
given time period.
For details on individual sessions, see the Agent31 report.
Note: The report only returns accurate data for COMPLETED
Not Ready activity. Rows in the report that have a asterisk (*)
have incomplete data and therefore the calculations in them
will not be accurate.
Important: If you want to report on agent Not Ready reason
codes, configure the Not Ready Reason codes in the ICM
Configuration Manager AND on the agent desktop software
(CTI or Cisco Agent Desktop). Also, in an IPCC environment,
ensure that agent event detail is enabled on the CallManager
peripheral. It is enabled by default in the ICM Configuration
Manager only for the IPCC peripheral.
Purpose
To check overall historical agent availability.
Applicable
environment
IPCC and/or ICM
Template type
Historical table
Default sort order
By Person.LastName, Person.FirstName,
Media_Routing_Domain.EnterpriseName, and
Reason_Code.ReasonCodeName
Drilldowns
available
No
Schema database
table
Media_Routing_Domain
Person
Agent
Agent_Event_Detail
Reason_Code