Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) 发行公告
3-23
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
Agent State Detail Report
The Agent State Detail Report shows detailed information about when the agent
changed from one state to another. For each agent specified, this report shows the
date and time of each state change, the name of the state changed to, the reason
code, if any, for the change to Logout state or Not Ready state, and the length of
time spent in each state.
changed from one state to another. For each agent specified, this report shows the
date and time of each state change, the name of the state changed to, the reason
code, if any, for the change to Logout state or Not Ready state, and the length of
time spent in each state.
The Agent State Detail Report can include this chart:
The Agent State Detail Report includes a table that shows the following
information for each agent:
information for each agent:
You can sort the Agent State Detail Report by this criterion:
Chart Name
Description
Agent State
Duration by Agent
Duration by Agent
For each agent, displays the length of time spent in each agent state.
Field
Description
Agent Name
First name and last name of the agent.
Extension
The last active Unified CCX extension that the Unified CM assigned to the agent
during the report period.
during the report period.
State Transition
Time
Time
Date and time that the agent went to the state shown in the corresponding Agent
State field.
State field.
Agent State
The state of the agent (Login, Logout, Not Ready, Ready, Reserved, Talk, or
Work).
Work).
Reason Code
The reason code indicating why the agent went to Logout state or Not Ready
state. 0 (zero) for other states.
state. 0 (zero) for other states.
Duration
Length of time that the agent spent in the state shown in the corresponding
Agent State field.
Agent State field.