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
agent31: Agent Not Ready Detail Report
See Agent31, page 10-9, for an illustration of this report.
Data:
Media
The media routing domain into which the agent is logged.
Derived from: Media_Routing_Domain.EnterpriseName
Overview:
Subject Summary details of the not ready status of selected individual agent
se
ssions 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 o
nly 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: T
o 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 agent availability in a logon session.
The agent state trace data is not turned on by default. Turning it on may
ha
ve a negative effect on your system.
1. Use the ICM Configur
ation Manager to turn on this option.
2. Enabling
the Agent State Trace option causes the generation of a
large amount of historical data. It is recommended that you only
enable this option for a small subset of your agents and only for
a limited amount of time.
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,
Agent_Event_Detail.LoginDateTime, R
eason_Code.ReasonCodeName
Drilldowns No
Schema database
table
Media_Routing_Domain
Person
Agent
Agent_Event_Detail
Reason_Code