Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Community Member

IPCCX Agent Summary Report

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

2 ACCEPTED SOLUTIONS

Accepted Solutions
Silver

Re: IPCCX Agent Summary Report

Not Ready time does not include work time.

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

Brian

Super Bronze

Re: IPCCX Agent Summary Report

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

Please rate helpful posts...

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
5 REPLIES
Silver

Re: IPCCX Agent Summary Report

Not Ready time does not include work time.

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

Brian

Super Bronze

Re: IPCCX Agent Summary Report

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

Please rate helpful posts...

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
Community Member

Re: IPCCX Agent Summary Report

Thank you for the response and explanations.

If I can share my report with you, you will see that when I count up all the values, they do not get to Total Login time.

It looks like I am missing an hour.

Super Bronze

Re: IPCCX Agent Summary Report

Hi

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

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
Silver

Re: IPCCX Agent Summary Report

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

337
Views
0
Helpful
5
Replies
CreatePlease to create content