I have read through some cisco documents and can not get a clear understanding of the IPCCX historical reports.
I would like to know if the " Not Ready Time " on the agent state summary report also includes the Work time?
If I count up the " Not Ready Time + Ready Time + Talk Time + Work time " it does not add up to the Total Logged-in time.
Can you please assist me in answering these questions.
The reports are all documented in detail in the user guide, in the section titled 'Description of Historical Reports'.. it also includes details of how each field is calculated:
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Not Ready time does not include work time.
Logged In Time = Ready Time + Not Ready Time + Reserved Time + Talk Time + Work Time