IPCCX Agent Summary Report

Answered Question
Sep 16th, 2010

Good Day,

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.

regards,

Hannes

I have this problem too.
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Correct Answer by Aaron Harrison about 6 years 2 months ago

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:

For V8.0 http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/user/guide/uccx801HRug.pdf

For V7.0 http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/uccx701HR_English.pdf

Regards

Aaron

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Correct Answer by brian1mcc about 6 years 2 months ago

Not Ready time does not include work time.

Logged In Time = Ready Time + Not Ready Time + Reserved Time + Talk Time + Work Time

Brian

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Correct Answer
brian1mcc Thu, 09/16/2010 - 08:10

Not Ready time does not include work time.

Logged In Time = Ready Time + Not Ready Time + Reserved Time + Talk Time + Work Time

Brian

Correct Answer
Aaron Harrison Thu, 09/16/2010 - 10:09

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:

For V8.0 http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/user/guide/uccx801HRug.pdf

For V7.0 http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/uccx701HR_English.pdf

Regards

Aaron

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Aaron Harrison Thu, 09/16/2010 - 13:11

Hi

I checked a few lines and it appears to add up to me - which lines don't add up for you?

Aaron

brian1mcc Fri, 09/17/2010 - 07:10

that looks fine to me .. i added up the totals at the bottom and they all add up to total logged in time

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