466 Team Summary State Voice Daily
Definition
This report shows the agent state times for voice incl. the percentage of max. 20 configurable NotReadyReasonCode categories on a historical basis per team and day, without containing data about individual agents.
Which existing ReasonCodes correspond to those categories here can be found in the report "990 NotReadyReasonCode Configuration".
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
- 439 Team Summary State Voice Interval (field LoginTime)
Field description
| Field name | Description | Formula |
|---|---|---|
| TeamID | ID of agent team | |
| TeamName | Name of agent team | |
| TeamDescription | Description of agent team | |
| Date | Date of the daily sum | |
| DoW | Weekday of the daily 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 day (empty if there was no login on this day) | |
| LastLogoutDateTime | Date and time of the last logout from the system for this day (empty if there was no logout on this day) | |
| 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 logg agent data (relevant for joining eventdata) |