Agent Event

This report provides insight into agent availability and how agents are spending their time. How much of the day do they spend logged in, and for how much of that time are they not ready? What are their reasons for not being ready?

There are daily, monthly, day-on-day and month-on-month versions of this report, which break down the data by agent, team & interval. This report uses an Agent Team parameter set. It may be found in the following path: Root > Reports > Voice Reports for Cisco > {time interval}.

The report is based on the Agent Event model and includes the following columns.

Reason Code

The name of a reason code which was applicable for an agent at some point during the report interval. Reason codes describe changes of agent status and other agent events (for example, Login, Logout, or a Not Ready reason code).

Reason Code Description

A more detailed explanation of the reason code.

Duration

The duration for which the reason code was applicable (both during and prior to the report interval that it is recorded against). For login, this is usually zero. For logout, this shows the length of time that the agent had been logged in for. For a Not Ready code, this shows the length of time for which the agent had been not ready for that reason.