User Guide

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Agent Reports
agent30: Agent Not Ready Summary Report
See Agent30, page 10-8, for an illustration of this report.
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
Overview:
Subject An overall summary of the not ready status of agents in a given time
pe
riod.
For details on individual sessions, see the Agent31 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.
Important: If you want to report on agent Not Ready reason codes,
configure the Not Ready Reason codes in the ICM Configuration
Manager AND on the agent desktop software (CTI or Cisco Agent
Desktop). Also, in an IPCC environment, ensure that agent event
detail is enabled on the CallManager peripheral. It is enabled by
default in the ICM Configuration Manager only for the IPCC
peripheral.
Purpose To check overall historical agent availability.
Applicable
environment
IPCC and/or ICM
Tem pl ate typ e Historical table
Default sort order By Person.LastName, Person.FirstName,
Media_Routing_Domain.EnterpriseName, and
R
eason_Code.ReasonCodeName
Drilldowns available No
Schema database
table
Media_Routing_Domain
Person
Agent
Agent_Event_Detail
Reason_Code