Cisco Cisco IPCC Web Option User Guide
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates
agent30: Agent Not Ready Summary Report
Recovery Key
A value used internally by the ICM software to track virtual time.
Derived from: Agent_Skill_Group_Half_Hour.RecoveryKey
Interrupted Time
The time in HH:MM:SS (hours,minutes, seconds) that the agent was in the Interrupted
state during the half-hour interval. This data field is currently not used in the database.
state during the half-hour interval. This data field is currently not used in the database.
Derived from: Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf
DB DataTime
The date and time that data was last written to the ICM historical database (HDS) from
the logger database. This is different from the time that the data was created. This is
useful if you are extracting data from the historical database and you want to see when
it was last updated.
the logger database. This is different from the time that the data was created. This is
useful if you are extracting data from the historical database and you want to see when
it was last updated.
Derived from: Agent_Skill_Group_Half_Hour.DbDatetime
agent30: Agent Not Ready Summary Report
Overview:
Subject
An overall summary of the not ready status of agents in a given time
period.
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.
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.
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
environment
IPCC and/or standard ACD
Template type
Historical table
Default sort order
By Person.LastName, Person.FirstName,
Media_Routing_Domain.EnterpriseName, and
Reason_Code.ReasonCodeName
Media_Routing_Domain.EnterpriseName, and
Reason_Code.ReasonCodeName