Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
Chapter 3 Description of Historical Reports
Report Details
3-20
Cisco Unified CCX Historical Reports User Guide, Release 8.0(1)
You can filter the Agent Login Logout Activity Report by any of these parameters:
Agent Not Ready Reason Code Summary Report
The Agent Not Ready Reason Code Summary Report provides information about
the length of time each agent spent in Not Ready state during the report period.
For each agent, it shows the total log in time and the total time spent in Not Ready
state.
the length of time each agent spent in Not Ready state during the report period.
For each agent, it shows the total log in time and the total time spent in Not Ready
state.
This report also shows the length of time that agents spent in Not Ready state for
the reasons indicated by the reason codes that agents entered when going to Not
Ready state. The report shows detailed information for each of up to eight reason
codes, and displays consolidated information for other reason codes. By default,
the report shows information for eight predefined reason codes. However, you can
specify the reason codes for which the report shows detailed information (see
the reasons indicated by the reason codes that agents entered when going to Not
Ready state. The report shows detailed information for each of up to eight reason
codes, and displays consolidated information for other reason codes. By default,
the report shows information for eight predefined reason codes. However, you can
specify the reason codes for which the report shows detailed information (see
).
This report can show information for each 30-minute or 60-minute interval within
the report period.
the report period.
The Agent Not Ready Reason Code Summary Report can include this chart:
Filter Parameter
Result
Resource Group
Names
Names
Displays information for agents that belong to the specified resource group or
groups.
groups.
Agent Names
Displays information for the specified agents.
Skill Names
Displays information for agents that possess the specified skills.
Team Names
Displays information for agents who belong to the specified teams.
Chart Name
Description
Total Not Ready
Time by Agent and
Reason Code
Time by Agent and
Reason Code
For each agent, displays the time that the agent spent in each not ready reason
code during the report period. Up to 8 reason codes are displayed in detail.
Additional reason code appear as a total under “Other Reason Codes”.
code during the report period. Up to 8 reason codes are displayed in detail.
Additional reason code appear as a total under “Other Reason Codes”.