438 Team Summary State Interval
Definition
This report shows the agent state times incl. the percentage of max. 20 configurable NotReadyReasonCode categories on a historical interval basis per team and media, without containing data about individual agents.
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 | |
| 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.) | |
| 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 |
| AvailableInMRDTime | Time in seconds which agents are ready to receive a task of this medium. All this conditions must be true: Ready, no active non-interruptible task of another media, max. task-limit not reached | |
| PerAvailableInMRDTime | Percentage of which agents are ready to receive a task of this medium. All this conditions must be true: Ready, no active non-interruptible task of another media, max. task-limit not reached | AvailableInMRDTime / 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) |