Agent Team Not Ready
Historical Report
The Agent Team Not Ready
Historical Report shows the total staffed time, total Not Ready time, and Not
Ready time for each reason code for all agents in an agent group.
Query: This report data is built from
an Anonymous Block.
Views: This report has a Grid
view only.
Grouping: This report is grouped and
sorted by Team Name, then by Agent Name, and then by Date (Interval).
Database Schema Table(s) from which data is retrieved:
• |
|
• |
Person |
• |
Agent_Skill_Group_Interval Agent_Event_Detail |
Current
Fields in the Agent
Team Not Ready Historical Report
Current fields are those fields that
appear by default in a report generated from the stock template. You can change
them. See Reviewing
the Available
and Current Report Fields.
Current fields are listed below in the order (left to right) in
which they appear by default in the stock template.
Column (Field) |
|
Agent Team Name |
The Enterprise Name of the agent team. Derived from: Agent_Team.EnterpriseName |
Agent Name |
The first and last name of the agent. Derived from Person.LastName "," Person.FirstName |
Date |
The date and time of the selected row's data in MM/DD/YYYY
(month, day, year) and HH:MM:SS (hour, minute, second) format. Derived from: Agent_Skill_Group_Interval.DateTime |
Staffed Time |
The total time that the agents were logged in (staffed) for the
specified time period in any split/skill, measured in HH:MM:SS (hours,
minutes, seconds) format. Derived from: Agent_Skill_Group_Interval.LoggedOnTime |
Not Ready Time |
The total time that the agents spent in Not Readt state in all
splits/skills for the specified time period. Value taken directly from the
database. Derived from: Agent_Skill_Group_Interval.NotReadyTime |
Time in 0 |
The time that the agent spent in Not Ready state with the reason
code of 0 (zero). Derived from: Agent_Event_Detail |
Time in 1–9 |
The time that the agent spent in Not Ready state with each of
the reason codes 1–9. Derived from: Agent_Event_Detail |
Time in 50002 |
Not Ready Time spent in 50002.That is a CTI OS component
failed, causing the agent to be logged out. This could be due to closing the
agent desktop application, heartbeat time out, a CTI OS Server failure, or a
CTI OS failure. |
Time in 50003 |
Not Ready Time spent in 50003.That is the agent was
logged out because the Unified CM reported the agent's device as out of
service. |
Time in 50004 |
Not Ready Time spent in 50004.That is the
agent was logged out due to agent inactivity as configured in agent desk
settings. |
Time in 50010 |
Not Ready Time spent in 50010.That is the
agent did not receive multiple consecutive calls routed to him/her. The
system makes the agent Not Ready automatically so that additional calls are
not routed to the agent. By default, the number of consecutive calls missed
before the agent is made Not Ready is 2. |
Time in 50020 |
Not Ready Time spent in 50020.That is For deskilling
operations on active agents, the agent was logged out of the skill group due
to a deskilling operation that removed the skill group assignment to that
agent. This reason code is used in the Agent_Event_Detail record and the
Agent_Skill_Group_Logout record to identify the skill group the agent was
removed from (due to the deskilling operation). |
Time in 50030 |
Not Ready Time spent in 50030.That is the agent was
logged out because the agent was logged into dynamic device target that was
using the same dialed number (DN) as the PG static device target. |
Time in 50040 |
Not Ready Time spent in 50040.That is the mobile agent
was logged out because the call failed. |
Time in 50041 |
Not Ready Time spent in 50041.That is the agent's state
was changed to Not Ready because the call fails when the agent's phone line
rings busy. |
Time in 50042 |
Not Ready Time spent in 50042.That is the mobile agent
was logged out because the phone lined is connected when using nailed
connection mode. |
Time in 32767 |
Not Ready Time spent in 32767.That is the agent's state
was changed to Not Ready because the agent did not answer a call and the call
was redirected to a different agent or skill group. |
Time in 20001 |
Not Ready Time spent in 20001.That is the agent's state
was changed to Not Ready and the agent was forcibly logged out. |
Time in 20002 |
Not Ready Time spent in 20002.That is the normal logout
reason code condition from Not Ready. |
Time in 20003 |
Not Ready Time spent in 20003.That is the agent is not
in Not Ready state, a request is made to place the agent in Not Ready state and
then a logout request is made to log the agent out. |
Report Summary: This report has a summary row for Staffed Time,
Not Ready Time, Time in 0 and Time in 1–9,Time in 50002-50004, Time in
50010,Time in 50020, Time in 50030, Time in 50040-42, Time in 32767, Time in
20001-20003.