411 Team Real Time State Counts
Definition
This report shows the total number of the Real-time agent states per team and media (contains logged out agents as well).
Which existing ReasonCodes correspond to those categories here can be found in the report "990 NotReadyReasonCode Configuration".
Main data source: Agent_Real_Time
Screenshots
Drilldowns
- 310 Agent Real Time States (field TeamName)
Field description
| Field name | Description | Formula |
|---|---|---|
| TeamID | ID of agent team | |
| TeamName | Name of agent team | |
| TeamDescription | Description of agent team | |
| MediaID | ID of the medium for which the agent has logged in (e.g. Cisco_Voice, Email, VoiceMail, Chat, Callback, etc.) | |
| MediaName | Name of the medium for which the agent has logged in (e.g. Cisco_Voice, Email, VoiceMail, Chat, Callback, etc.) | |
| Members | Total number of agents for the medium of the agent team | |
| LoggedOut | Number of logged out agents | |
| LoggedIn | Number of logged in agents | |
| NotReady | Number of agents into Not Ready state | |
| PerNotReady | Percentage of agents into Not Ready state | NotReady / LoggedIn |
| NotReadyNonProductive | Number of agents in Not Ready state for a non-productive or not configured NotReadyReasonCode category | |
| PerNotReadyNonProductive | Percentage of agents in Not Ready state for a non-productive or not configured NotReadyReasonCode category | NotReadyNonProductive / LoggedIn |
| NotReadyProductive | Number of agents in Not Ready state for a productive NotReadyReasonCode category | |
| PerNotReadyProductive | Percentage of agents in Not Ready state for a productive NotReadyReasonCode category | NotReadyProductive / LoggedIn |
| Ready | Number of agents that are logged in and not Not Ready | |
| PerReady | Percentage of agents that are logged in and not Not Ready | Ready / LoggedIn |
| Productive | Number of agents in Ready state or in a productive Not Ready state | Ready + NotReadyProductive |
| PerProductive | Percentage of agents in Ready state or in a productive Not Ready state | (Ready + NotReadyProductive) / LoggedIn |
| Available | Number of agents in Ready state and waiting for calls | |
| PerAvailable | Percentage of agents in Ready state and waiting for calls | Available / LoggedIn |
| RingActive | Number of agents where a call or a Media Routing task is presented but not yet answered or with a Call Center call, Media Routing task, Outbound call or direct call in active conversation, on hold or in wrap-up-stage | RingingVoice + RingingMR + TalkACD + TalkMR + TalkOutbound + TalkDNIn + TalkDNOut + HoldACD + HoldMR + HoldOutbound + HoldDNIn + HoldDNOut + WrapupACD + WrapupMR + WrapupOutbound + WrapupDNIn + WrapupDNOut |
| PerRingActive | Percentage of agents where a call or a Media Routing task is presented but not yet answered or with a Call Center call, Media Routing task, Outbound call or direct call in active conversation, on hold or in wrap-up-stage | (RingingVoice + RingingMR + TalkACD + TalkMR + TalkOutbound + TalkDNIn + TalkDNOut + HoldACD + HoldMR + HoldOutbound + HoldDNIn + HoldDNOut + WrapupACD + WrapupMR + WrapupOutbound + WrapupDNIn + WrapupDNOut) / LoggedIn |
| ReasonCount_0 | Number of agents that are Not Ready without any or without mapped NotReadyReasonCode | |
| PerReasonCount_0 | Percentage of agents that are Not Ready without any or without mapped NotReadyReasonCode | ReasonCount_0 / NotReady |
| Reason_1 | Name of NotReadyReasonCode category [1] ("Reason_1" if no code has been mapped) | |
| ReasonCount_1 | Number of agents "Not Ready" for NotReadyReasonCode category [1] | |
| PerReasonCount_1 | Percentage of agents "Not Ready" for NotReadyReasonCode category [1] | ReasonCount_1 / NotReady |
| Reason_2 - 19 | Identical datafield for NotReadyReasonCode categories [2]-[19] | |
| ReasonCount_2 - 19 | Identical datafield for NotReadyReasonCode categories [2]-[19] | |
| PerReasonCount_2 - 19 | Identical datafield for NotReadyReasonCode categories [2]-[19] | ReasonCount_2 - 19 / NotReady |
| Reason_20 | Name of NotReadyReasonCode category [20] ("Reason_20" if no code has been mapped) | |
| ReasonCount_20 | Number of agents "Not Ready" for NotReadyReasonCode category [20] | |
| PerReasonCount_20 | Percentage of agents "Not Ready" for NotReadyReasonCode category [20] | ReasonCount_20 / NotReady |
| Ringing | Number of agents where a call or a Media Routing task is presented but not yet answered | RingingVoice + RingingMR |
| Talk | Number of agents with a Call Center call, Media Routing task, Outbound call or direct call in active conversation | TalkACD + TalkMR + TalkOutbound + TalkDNIn + TalkDNOut |
| Hold | Number of agents with a Call Center call, Media Routing task, Outbound call or direct call on hold | HoldACD + HoldMR + HoldOutbound + HoldDNIn + HoldDNOut |
| Wrapup | Number of agents with a Call Center call, Media Routing task, Outbound call or direct call in wrap-up stage | WrapupACD + WrapupMR + WrapupOutbound + WrapupDNIn + WrapupDNOut |
| RingingVoice | Number of agents where a call is presented but not yet answered | |
| RingingMR | Number of agents where a media task is presented but not yet answered | |
| TalkACD | Number of agents with a Call Center call in active conversation | |
| TalkMR | Number of agents with a Media Routing task in active handling | |
| TalkOutbound | Number of agents reserved for Outbound, call in active conversation | |
| TalkDNIn | Number of agents with an incoming direct call in active conversation | |
| TalkDNOut | Number of agents with an outgoing direct call in active conversation | |
| HoldACD | Number of agents with a Call Center call on hold | |
| HoldMR | Number of agents with a Media Routing task on hold | |
| HoldOutbound | Number of agents with an Outbound call on hold | |
| HoldDNIn | Number of agents with an incoming direct call on hold | |
| HoldDNOut | Number of agents with an outgoing direct call on hold | |
| WrapupACD | Number of agents with a Call Center call in wrap-up stage | |
| WrapupMR | Number of agents with a Media Routing task in wrap-up stage | |
| WrapupOutbound | Number of agents with an Outbound call in wrap-up stage | |
| WrapupDNIn | Number of agents with an incoming direct call in wrap-up stage | |
| WrapupDNOut | Number of agents with an outgoing direct in wrap-up stage | |
| TalkHoldACD | Number of agents with a Call Center call in active conversation or on hold | TalkACD + HoldACD |
| TalkHoldMR | Number of agents with a Media Routing task in active handling or on hold | TalkMR + HoldMR |
| TalkHoldOutbound | Number of agents reserved for Outbound, call in active conversation or on hold | TalkOutbound + HoldOutbound |
| TalkHoldDNIn | Number of agents with an incoming direct call in active conversation or on hold | TalkDNIn + HoldDNIn |
| TalkHoldDNOut | Number of agents with an outgoing direct call in active conversation or on hold | TalkDNOut + HoldDNOut |
| TalkHold | Number of agents with a Call Center call, Media Routing task, Outbound call or direct call in active conversation or on hold | TalkACD + TalkMR + TalkOutbound + TalkDNIn + TalkDNOut + HoldACD + HoldMR + HoldOutbound + HoldDNIn + HoldDNOut |
| RingTalkHold | Number of agents where a call or a Media Routing task is presented but not yet answered or with a Call Center call, Media Routing task, Outbound call or direct call in active conversation or on hold | RingingVoice + RingingMR + TalkACD + TalkMR + TalkOutbound + TalkDNIn + TalkDNOut + HoldACD + HoldMR + HoldOutbound + HoldDNIn + HoldDNOut |
| ACDActive | Number of agents with a Call Center call in active conversation, on hold or in wrap-up stage | TalkACD + HoldACD + WrapupACD |
| MRActive | Number of agents with a Media Routing task in active handling, on hold or in wrap-up stage | TalkMR + HoldMR + WrapupMR |
| OutboundActive | Number of agents reserved for Outbound, call in active conversation, on hold or in wrap-up stage | TalkOutbound + HoldOutbound + WrapupOutbound |
| DNInActive | Number of agents with an incoming direct call in active conversation, on hold or in wrap-up stage | TalkDNIn + HoldDNIn + WrapupDNIn |
| DNOutActive | Number of agents with an outgoing direct call in active conversation, on hold or in wrap-up stage | TalkDNOut + HoldDNOut + WrapupDNOut |
| Active | Number of agents with a Call Center call, Media Routing task, Outbound call or direct call in active conversation, on hold or in wrap-up-stage | TalkACD + TalkMR + TalkOutbound + TalkDNIn + TalkDNOut + HoldACD + HoldMR + HoldOutbound + HoldDNIn + HoldDNOut + WrapupACD + WrapupMR + WrapupOutbound + WrapupDNIn + WrapupDNOut |