Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates
agent31: Agent Not Ready Detail Report
% Logon Duration
The percent of the agent's total logon session that the agent spent in the Not Ready
state for the given reason.
state for the given reason.
Derived from: (Agent_Event_Detail.Duration / (Agent_Event_Detail.DateTime -
Agent_Event_Detail.LoginDateTime))
% Not Ready
The percentage of time an agent spent in each Not Ready state relative to the other
Not Ready states.
Not Ready states.
Derived from: ((Agent_Event_Detail.Duration / (sum of
Agent_Event_Detail.Duration for all not ready reason codes))
Media Summary
The total for each field for each agent logged into the media routing domain during the
given interval.
given interval.
Report Summary
The total for all fields for all agents in the report.
Note: The % Logon Duration and % Not Ready field summaries are averages.
Note: The % Logon Duration and % Not Ready field summaries are averages.
agent31: Agent Not Ready Detail Report
Overview:
Subject
Summary details of the not ready status of selected individual agent
sessions in a given time period.
sessions in a given time period.
For an overall summary of the not ready status of agents in a given time
period, see the Agent30 report.
period, see the Agent30 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.
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 agent availability in a logon session.
Applicable
environment
environment
IPCC and/or standard ACD
Template type
Historical table
Default sort
order
order
By Person.LastName, Person.FirstName,
Media_Routing_Domain.EnterpriseName,
Agent_Event_Detail.LoginDateTime, Reason_Code.ReasonCodeName
Media_Routing_Domain.EnterpriseName,
Agent_Event_Detail.LoginDateTime, Reason_Code.ReasonCodeName