Cisco Cisco IPCC Web Option User Guide

Reports on Not Ready reason codes, duration the agent used that reason
code, what percentage of logon time the agent spent in Not Ready and
what percentage of Not Ready time the agent used a particular reason code.

agent30: Agent Not Ready Summary

Reports on agent login duration and logout date and time.

agent03: Agent Media Status Logout Report

Reports on agent login duration and logout date and time for a specific
peripheral.

agtper03: Agent Peripheral Media Status
Logout Report

Reports on agent login duration and logout date and time for a specific
skill group.

agtskg03: Agent Skill Group Media Status
Logout Report

Reports on agent login duration and logout date and time for a specific
team.

agteam03: Agent Team Media Status Logout
Report

Monitoring Agent States

You can monitor agent states in real-time to view current agent activity, or review past
performance data to identify trends in agent states. For example, using historical reports you
can see how much time an agent spends in Not Ready state, which indicates whether the agent
is adhering to the schedule. This section describes the meaning of agent states in an IPCC
Enterprise environment.

Agent States

Agent states are determined based on an agent’s activity within a skill group. Agent state is
recorded in the Agent_Real_Time and Skill_Group_Real_Time database tables.

Certain reports indicate how many agents are in different states. In these reports, the Hold
column is used to report on agents in Hold and Paused states, and the Active column is used to
report on agents in the Active and Talking states.

The following table describes agents states that appear in reports. Note that information for
some states is different for the Multi-session Chat MRD. This table highlights these differences.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)