436 Team State Voice Interval
Definition
This report shows the agent state times for voice incl. the percentage of max. 20 configurable NotReadyReasonCode categories on a historical interval basis per agent and media.
Which existing ReasonCodes correspond to those categories here can be found in the report "990 NotReadyReasonCode Configuration".
Main data sources: Agent_Interval and Agent_Event_Detail
Screenshots
Field description
| Field name | Description | Formula |
|---|---|---|
| TeamID | ID of agent team | |
| TeamName | Name of agent team | |
| TeamDescription | Description of agent team | |
| AgentID | ID of agent | |
| AgentFirstName | First name of agent | |
| AgentLastName | Surname of agent | |
| AgentName | Full name of agent (combination of surname and first name) | |
| AgentPeripheralNumber | Login name of agent (PeripheralNumber) | |
| AgentLoginName | Login name of agent (LoginName) | |
| AgentEnterpriseName | EnterpriseName of agent | |
| AgentDescription | Description of the agent | |
| DateTime | Date and start time of the interval sum | |
| Date | Date of the interval sum | |
| Time | Start time of the interval sum | |
| DoW | Weekday of the interval sum (1 Mon - 7 Sun) | |
| LoginTime | Login time of the agent in seconds | |
| FirstLoginDateTime | Date and time of the first login into the system for this interval (empty if there was no login in this interval) | |
| LastLogoutDateTime | Date and time of the last logout from the system for this interval (empty if there was no logout in this interval) | |
| NotReadyTime | Time in seconds which the agents are without activity in the "Not Ready" status (ReasonTime_0 to 20) | |
| PerNotReadyTime | Percentage of which the agents are without activity in the "Not Ready" status (ReasonTime_0 to 20) | NotReadyTime / LoginTime |
| NotReadyNonProductiveTime | Time in seconds which the agents are NotReady for non-productive NotReadyReasonCode categories | |
| PerNotReadyNonProductiveTime | Percentage of which the agents are NotReady for non-productive NotReadyReasonCode categories | NotReadyNonProductiveTime / LoginTime |
| NotReadyProductiveTime | Time in seconds which the agents are NotReady for productive NotReadyReasonCode categories | |
| PerNotReadyProductiveTime | Percentage of which the agents are NotReady for productive NotReadyReasonCode categories | NotReadyProductiveTime / LoginTime |
| ReadyTime | Time in seconds which the agents are logged on and not being in the NotReady state (LoginTime - NotReadyTime) | LoginTime - NotReadyTime |
| PerReadyTime | Percentage of which the agents are logged on and not being in the NotReady state | ReadyTime / LoginTime |
| ProductiveTime | Time in seconds which agents are in the "Ready" status or in a productive "Not Ready" status | ReadyTime + NotReadyProductiveTime |
| PerProductiveTime | Percentage of which agents are in the "Ready" status or in a productive "Not Ready" status | (ReadyTime + NotReadyProductiveTime) / LoginTime |
| AvailTime | Time in seconds which the agents are without activity in the "Available" status and are waiting for calls | |
| PerAvailTime | Percentage of which the agents are without activity in the "Available" status and are waiting for calls | AvailTime / LoginTime |
| ActiveTime | Active time in seconds which agents are busy with any tasks (LoginTime - NotReadyTime - AvailTime) | LoginTime - NotReadyTime - AvailTime |
| PerActiveTime | Percentage of which agents are busy with any tasks | ActiveTime / LoginTime |
| ReasonTime_0 | Time in seconds which agents are NotReady without NotReadyReasonCode or where no code has been mapped | |
| PerReasonTime_0 | Percentage of which agents are NotReady without NotReadyReasonCode or where no code has been mapped | ReasonTime_0 / NotReadyTime |
| Reason_1 | Name of NotReadyReasonCode category [1] ("Reason_1" if no code has been mapped) | |
| ReasonTime_1 | Time in seconds which agents are NotReady with NotReadyReasonCode category [1] | |
| PerReasonTime_1 | Percentage of which agents are NotReady with NotReadyReasonCode category [1] | ReasonTime_1 / NotReadyTime |
| Reason_2 - 19 | Identical datafield for NotReadyReasonCode categories [2]-[19] | |
| ReasonTime_2 - 19 | Identical datafield for NotReadyReasonCode categories [2]-[19] | |
| PerReasonTime_2 - 19 | Identical datafield for NotReadyReasonCode categories [2]-[19] | ReasonTime_2 - 19 / NotReadyTime |
| Reason_20 | Name of NotReadyReasonCode category [20] ("Reason_20" if no code has been mapped) | |
| ReasonTime_20 | Time in seconds which agents are NotReady with NotReadyReasonCode category [20] | |
| PerReasonTime_20 | Percentage of which agents are NotReady with NotReadyReasonCode category [20] | ReasonTime_20 / NotReadyTime |
| ReportingInterval | Minutes per interval which are used to log agent data (relevant for joining eventdata) |