Cisco Cisco Unified Intelligent Contact Management Software User Guide

For Agent 1, this call affects the following fields

agent25: Agent
Consolidated Half Hour
Report

•

Completed Tasks: Redirect No Answer. This field is incremented.

•

Agent State Times: % Reserved Time. This agent's reserved time for this call is used in
the calculation.

•

Agent State Times: % Not Ready. The agent's Not Ready time after this call is used in
the calculation.

For Agent 2, this call affects the following fields

•

Completed Tasks: Handled. This field is incremented.

•

Agent State Times: % Reserved Time. This agent's reserved time for this call is used in
the calculation.

•

Agent State Times: % Active Time. The agent's active time for call is used in the
calculation.

•

Agent State Times: % Wrap Up. The agent's wrap up time for call is used in the
calculation.

For Agent 1, this call affects the following fields

agent 31: Agent Not Ready
Detail Report

•

Reason Code. This field displays "Ring No Answer [32767]".

•

Duration. This field displays the amount of time that the agent remained in Not Ready
state.

•

% Logon Duration. This field displays the percent of the agent's logon duration in which
the agent was in Not Ready state with this reason code.

•

% Not Ready. This field displays the percent of the agent's entire Not Ready duration in
which the agent was in Not Ready state with this reason code.

For Agent 1's skill group, this call affects the following fields:

perskg31: IPCC Peripheral
Skill Group Task Summary
Half Hour Report

•

Completed Tasks: Redirect No Answer. This field is incremented.

•

Completed Tasks: Total. This field is incremented.

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