09-16-2010 06:45 AM - edited 03-14-2019 06:30 AM
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
Solved! Go to Solution.
09-16-2010 08:10 AM
Not Ready time does not include work time.
Logged In Time = Ready Time + Not Ready Time + Reserved Time + Talk Time + Work Time
Brian
09-16-2010 10:09 AM
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:
Regards
Aaron
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09-16-2010 08:10 AM
Not Ready time does not include work time.
Logged In Time = Ready Time + Not Ready Time + Reserved Time + Talk Time + Work Time
Brian
09-16-2010 10:09 AM
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:
Regards
Aaron
Please rate helpful posts...
09-16-2010 12:14 PM
09-16-2010 01:11 PM
Hi
I checked a few lines and it appears to add up to me - which lines don't add up for you?
Aaron
09-17-2010 07:10 AM
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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