Cisco Cisco IP Contact Center Release 4.6.1 User Guide

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.

Note: In all other reports with the Reason Code field, the report displays the numeric Not Ready
reason code.

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)