Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

The following figure illustrates the correlation between agent state and call state for a Voice
call. The agent reserve time includes the time it took the call to arrive at the agent’s phone or
desktop (network time) as well as the amount of time that the call rang on the agent’s phone or
waited on the agent’s desktop (offer/ring time).

Figure 6: Agent State and Task State Relationship

If the half hour boundary ends when the call is ringing on the agent’s phone, the reserved time
for the agent includes the network time and part of the ring time. At the next half hour interval,
the remaining ring time is reported in the reserved time of the agent. However, the call’s time
does not appear on a report until wrap up has been completed on the call.

Agent Not Ready Reason Codes

WebView Agent Not Ready Reason Code reports enable you to report on the Not Ready reason
codes that agents select when entering Not Ready state. These reports help you identify whether
agents are taking the appropriate number of breaks and whether their breaks are the appropriate
length.

You configure these Not Ready reason codes in the ICM/IPCC configuration tool and in the
agent desktop software. The ICM/IPCC configuration tool enables you to specify alphanumeric
reason codes and their numeric equivalent. For example, you might configure Break and Lunch
reason codes with corresponding numeric values of 1 and 2, respectively. You also configure
these reason codes in the agent desktop software so that the agent can select a reason code when
entering the Not Ready state. The Not Ready reason codes configured on ICM/IPCC software
are system-level codes, while the Not Ready reason codes configured on the agent desktop
software are peripheral-specific. You configure reason codes to have the same meaning in both
applications.

The WebView Agent Not Ready Reason Code reports (agent30 and 31) provide the alphanumeric
name of the reason code and the corresponding number in the agent Not Ready detail and Not
Ready summary reports. For example, if an agent enters Not Ready state and selects "Break"
as the reason code, the report displays "Break [1]". The reason code text that displays is the
code configured in ICM/IPCC configuration tool. Not Ready reason codes that do not have an
alphanumeric reason code defined in the ICM/IPCC configuration tool appear as numbers in
the reports. For example, if you configure reason code "3" and do not specify a text reason code,
such as Training, only "3" appears in the reports.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)