Cisco Cisco Unified Contact Center Enterprise 9.0(2) Mode D'Emploi

For this call flow, events occur within the 16:00:00 to 16:29:59 reporting interval. Reports run
from 16:00:00 to 16:29:59 display all of the data for this call.

For Agent 1, this call does not affect any fields.

agent04: Agent Task Detail
Report

For Agent 2, this call affects the following fields:

•

Tasks Handled: Total Tasks. This field is incremented.

•

Tasks Handled: Avg Time. The handle time for call is used in the calculation.

•

% Wrap Up. The agent's wrap up time for this call is used in the calculation.

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

agent31: 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.

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