The Reason Report by Agent Grouping presents the time that
each agent spent logged in. It shows the time that the agents spent in
Not Ready state based on the Reason selected. The logged in time is the
same as the total of the time spent by the agent in multiple reasons
during the same interval.
This
report can show information for each 30 or 60 minute interval within the report
period.
Charts
The following
chart is available:
|
Chart name
|
Description
|
|---|
|
Reason Report - Agent Grouping Chart
|
Displays the time that the agent spent in Not Ready state based on the selected reasons.
|
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.
|
|
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.
|
|
Reason
|
The reason selected by the agent when moving to Not Ready state. This displays the reason code if the reason is
unavailable. A blank space indicates that:
- Agent was unable to select a reason. or
- Reason codes for all other states except Not Ready.
|
|
Duration
|
Total time that an agent spent in Not Ready state for the corresponding reason selected.
Summary info—Sum of
values in this column.
|
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.
|
|
Reasons
|
Displays the
list of reasons including pre-defined reasons. This also displays the
reason code if the reason is unavailable.
|
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.
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