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).

Value List: AgentTeam

Database Schema Table(s) from which data is retrieved:

Agent_Team

Person

 

Agent_Skill_Group_Interval

Agent_Event_Detail

 

Notes:

 

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)

Description

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.