Agent Not Ready Times

Calculates not ready state statistics for Agents using the Agent_State_Trace table. This is an Agent State Trace calculation. This calculation requires the Enable Agent State Trace connector setting to be enabled. This calculation calculates voice statistics only.

Columns

• Agent ID – The ID of the Agent.

• Agent Not Ready Time – The total time the agent spent in Not Ready states.

Calculation Parameters

The Grid function has these optional parameters:

• Agents – Allows you to select from a list of Agent names.

• Call Types – Allows you to select from a list of Call Type names.

• Media Routing Domains – Allows you to select from a list of Media Routing Domain names.

• Peripherals – Allows you to select from a list of Peripheral names.

• Precision Queues – Allows you to select from a list of Precision Queue names.

• Reason Codes – Allows you to select from a list of Reason Code names.

• Skill Groups – Allows you to select from a list of Skill Group names.

• Teams – Allows you to select from a list of Team names.