Cisco Cisco IP Contact Center Release 4.6.1 User Guide
Agent By Agent Reports
2 IPCC Agent Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
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.
For an overall summary of the not ready status of agents in a
given time 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.
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.
Purpose
To check agent availability in a logon session.
Applicable
environment
IPCC and/or ICM
Template type
Historical table
Default sort
order
By Person.LastName, Person.FirstName,
Media_Routing_Domain.EnterpriseName,
Agent_Event_Detail.LoginDateTime,
Reason_Code.ReasonCodeName
Drilldowns
available
No
Schema
database table
Media_Routing_Domain
Person
Agent
Agent_Event_Detail
Reason_Code