User Guide

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WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 4 Agent Report Templates
Agent By Agent Reports
% Logon Duration
The percent of the agent's total logon session that the agent spent in the Not Ready state for the
given reason.
Derived from: (Agent_Event_Detail.Duration / (Agent_Event_Detail.DateTime -
Agent_Event_Detail.LoginDateTime))
% Not Ready
The percentage of time an agent spent in each Not Ready state relative to the other Not Ready
states.
Derived from: ((Agent_Event_Detail.Duration / (sum of Agent_Event_Detail.Duration for all not
ready reason codes))
Media Summary
The total for each field for each agent logged into the media routing domain during the given
interval.
Report Summary
The total for all fields for all agents in the report.
Note The % Logon Duration and % Not Ready field summaries are averages.
agent31: Agent Not Ready Detail Report
See Agent31, page 10-9, for an illustration of this report.
Overview:
Subject Summary details of the not ready status of selected individual agent sessions in a
given time period. For an overall summary of the not ready status of agents in a
given time period, see the Agent30 report.
Note The report only returns accurate data for COMPLETED Not Ready
activity. Rows in the report that have a asterisk (*) have incomplete data
and therefore the calculations in them will not be accurate.
To report on agent Not Ready reason codes, configure the Not Ready Reason
codes in the Configuration Manager AND on the agent desktop software (CTI or
Cisco Agent Desktop). Also, in a Unified CCE environment, ensure that agent
event detail is enabled on the Cisco Unified Communications Manager peripheral.
It is enabled by default in the Configuration Manager only for the Unified CCE
peripheral.