447 Team NotReady Detail Voice Daily
Definition
This report shows the agent login time for voice incl. the duration of all NotReadyReasonCodes used on a historical basis per team, agent and day.
note
This report does not take into consideration any system time offset (normally UTC) by the CUIC user timezone!
Main data sources: Agent_Interval and Agent_Event_Detail
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Drilldowns
- 437 Team NotReady Detail Voice Interval (field NotReadyTime)
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 | |
| Date | Date of the daily sum | |
| DoW | Weekday of the interval sum (1 Mon - 7 Sun) | |
| ReasonCode | Number of NotReadyReasonCode (0 if no code used) | |
| ReasonText | Name of NotReadyReasonCode | |
| ReasonCodeText | Number and name of NotReadyReasonCode (concatenated) | |
| ReasonTextCode | Name and number of NotReadyReasonCode (concatenated) | |
| LoginTime | Login time of the agent in seconds | |
| NotReadyTime | Time in seconds which agents are NotReady with this NotReadyReasonCode | |
| NotReadyTimeTotal | Total time in seconds which agents are in the "Not Ready" status for this interval | |
| PerNotReadyTime | Percentage of which agents for Voice, the NotReadyReasonCode and the interval are in the "Not Ready" status in relation to the total time | NotReadyTime / NotReadyTimeTotal |
| ReportingInterval | Minutes per interval which are used to logg agent data (relevant for joining eventdata) |