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.
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
Screenshots
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) |