Agent Not Ready Times

Calculates not ready state statistics for Agents using the Agent_State_Trace table.

Depending on the KPI Function, the following parameters may be used:

• 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.

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Agent Not Ready Time

Displays the total time the agent spent in Not Ready states.

Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Reason Codes, Skill Groups, Teams