User Guide

IPCC Agent Report Templates agent31: Agent Not Ready Detail Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Data:
Media
The media routing domain into which the agent is logged.
Derived from: Media_Routing_Domain.EnterpriseName
Agent
The agent's last and first name.
Derived from: Person.LastName + ', ' + Person.FirstName
Logon DateTime
The date and time the agent logged on, measured in MM:DD:YYYY (month, day, year)
and HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Logout.LogoutDateTime - Agent_Logout.LoginDuration)
Logon Duration
The time in HH:MM:SS (hours, minutes, seconds) format that the agent was logged on
for the specified interval of the report. When a session is complete, the following
formula is used. When a session is not complete, this field will be marked with an
asterisk, and the duration will be calculated with the same formula but with the last
event in the time window, rather than with the logout event.
Derived from: (Agent_Event_Detail.DateTime - Agent_Event_Detail.LoginDa-
teTime)
Reason Code
A code and text (if configured) from the peripheral that indicates the reason for the
agent's last state change. If not defined, this displays 0.
Note: The agent's desk settings and CTIOS registry settings need to be configured to
display the reason code. You can do this in the ICM Configuration Manager's Agent
Desk Settings List tool.
For how to enter text to be displayed in reports for reason codes and for further
information on them, see Reason Codes.
Derived from: Reason_Code.ReasonCodeName (if reason code text is configured
and) Agent_Event_Detail.ReasonCode
Duration
The amount of time in HH:MM:SS (hours, minutes, seconds) that the agent spent in
the Not Ready state for the given reason.
Derived from: Agent_Event_Detail.Duration
Drilldowns
available
No
Schema
database
table
Media_Routing_Domain
Person
Agent
Agent_Event_Detail
Reason_Code