Agent Not Ready Reason Code Summary Report

The Agent Not Ready Reason Code Summary Report presents the time that each agent spent logged in. It shows the time that the agents spent in Not Ready state by Reason Code (RC). By default, up to eight predefined reason codes are displayed and additional information is categorized as Other Reason Codes.

This report can show information for each 30 or 60 minute interval within the report period.

The report does not display column headers for user-defined reason codes when filtering by those user-defined reason codes. The statistics for the reason codes that are selected in the filter are accurately calculated and displayed in the report, but these statistics appear under the column headers for the system-defined reason codes. This behavior is different than that of Historical Reporting Client, in which report headers are dynamically modified based on the report filter parameters.

To resolve this issue, create a custom grid view on the Agent Not Ready Reason Code Summary Report, renaming the default column headers to be descriptive of the user-defined reason codes. Then, select the matching reason codes from the Reason Code Value List that is populated in the filter. User-defined reason codes must be in the AgentStateDetail table to appear in the Reason Code Value List.

Note that there is no mapping between the header and the reason code that is selected in the filter. As a result, reason codes must be selected in the filter in the same order as the headers are defined in the view. Also, all reason codes must be selected in the filter if they have headers in the report, or the time in the selected reason codes will appear in the incorrect column as they are filled left to right in the grid.

Charts

The following chart is available:

Chart name	Description
Agent Not Ready Reason Code Summary Report	Displays the time agent spent in Not Ready state by reason code. Up to eight reason codes are displayed, and additional reason codes are listed under Other Reason Codes.

Fields

The report includes a table that displays the following information:

Field	Description
Agent Name	First name and last name of the agent.
Agent ID	Login ID of the agent.
Extension	Last active Unified CCX extension that Unified Communications Manager assigned to the agent.
Interval Start Time	Start date and time of each 30 or 60 minute interval or the start date and time for the report range.
Interval End Time	End date and time of each 30 or 60 minute interval or the end date and time for the report range.
Total Logged-in	Total time that the agent is logged in to Unified CCX. Summary info—Sum of values in this column.
Total Not Ready	Total time that an agent spent in Not Ready state. Summary info—Sum of values in this column.
Time in RC `n1`	Time that an agent spent in Not Ready state for the system-defined RC n1. Summary info—Sum of values in this column.
Time in RC `n2`	Time that an agent spent in Not Ready state for the system-defined RC n2. Summary info—Sum of values in this column.
Time in RC `n3`	Time that an agent spent in Not Ready state for the system-defined RC n3. Summary info—Sum of values in this column.
Time in RC `n4`	Time that an agent spent in Not Ready state for the system-defined RC n4. Summary info—Sum of values in this column.
Time in RC `n5`	Time that an agent spent in Not Ready state for the system-defined RC n5. Summary info—Sum of values in this column.
Time in RC `n6`	Time that an agent spent in Not Ready state for the system-defined RC n6. Summary info—Sum of values in this column.
Time in RC `n7`	Time that an agent spent in Not Ready state for the system-defined RC n7. Summary info—Sum of values in this column.
Time in RC `n8`	Time that an agent spent in Not Ready state for the system-defined RC n8. Summary info—Sum of values in this column.
Time in RC `n9`	Time that an agent spent on the secondary line for the system-defined RC n9. Summary info—Sum of values in this column.
Time in RC `n10`	Time that an agent spent in Not Ready state for the system-defined RC n10. Summary info—Sum of values in this column.
Time in RC `n11`	Time that an agent spent in Not Ready state for the system-defined RC n11. Summary info—Sum of values in this column.
Time in Other RCs	Time that an agent spent in Not Ready state for reasons that are not shown in the previous eight columns. Summary info—Sum of values in this column. To view a list of reason codes and their descriptions, see the "Predefined reason codes" section below.

Filter criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Interval Length

The following options are available:

Entire report range—Displays information based on the set start and end time, but it does not display information for specific intervals within the report period.
Thirty (30) minutes—Displays information for 30 minute intervals within the report period. The first interval begins at the report start time, the next interval begins 30 minutes after the report start time, and so on.
Sixty (60) minutes—Displays information for 60 minute intervals within the report period. The first interval begins at the report start time, the next interval begins 60 minutes after the report start time, and so on.

Note

If you choose either "Thirty (30) minutes" or "Sixty (60) minutes" option, the report may take more time to display results compared to the "Entire report range" option. To reduce processing time, generate the report for a shorter query interval.

Resource Group Names

Displays information for agents who belong to the specified resource groups.

Agent List

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

Team Names

Displays information for agents who belong to the specified teams.

Reason Codes

Displays information for up to 11 selected reason codes. Additional reason codes are listed under Time in Other RCs.

Grouping criteria

Data is grouped by the following field:

Field	Result
Agent Name	Sorts data by agent name.

Predefined reason codes

For predefined reason codes, click here.