5.4

Not Ready Reason Reports

List of recommended reports to analyze not ready reason times and percentages.

Measure Not Ready Reason Times in detail

To measure each Reason Code in detail, the following reports can be used:

Or on an interval basis:

Measure Not Ready Reason Times by Category

If the configuration has been properly set up using the appropriate guide, Not Ready Reason times can be measured by category using the following reports:

Additionally, the productivity for each agent / team can also be measured, if this has been set up accordingly. Refer to the Productivity Settings chapter in the Design Guide to find out how this has to be set up.

Category groups in Real Time Charts

It is possible to display three Reason Code category groups (containing one or more categories) individually in Agent / Team Real Time State Counts Reports:

Refer to the corresponding chapter in the Design Guide to find out how this has to be set up.

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