Agent Not Ready By Reason Code

Last Updated : Sep 10, 2024 |
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Definition

Displays the agent's reason code for changing the state to not ready for a selected duration.

How it works

Tracks the activities associated with an agent in not ready state for the selected duration.
Supervisors can view and analyze the reason codes that the agents assign to the Agent Not Ready state for a selected duration.
For reports based on interval data, supervisors can view the reason codes that the agents assign to change the state to not ready for the selected interval. Intervals are aggregated by 15 minutes and can be selected for a scheduled duration. Data displayed is listed at the agent level, and is written to the database every 15 minutes. For the reports based on daily and monthly roll-up data, the data is written to the database the next day and next month, respectively.

Business usage

Allows a supervisor to compare the not ready reason codes data of the same agent or multiple agents for a selected duration.
  • How can a supervisor find out an agent's details?
    To check the details of the agent, see the Agent Login ID and Agent Display Name columns.
  • How can a supervisor find out how many times the agent changed the state to not ready?
    The supervisor must check the Occurrences column to see the number of times an agent selected the Not Ready Reason Code option.
  • Where can I compare the agent state for not ready reason codes for an agent between two durations?
    See the Day column in the two reports.
  • What are the columns available in the standard report?
    For the list of available columns, see the following table:
    Columns
    Description
    Agent Display Name
    The name of the agent as configured in Application Center Administration.
    Agent Login Id
    The login ID associated with the agent.
    The asterisk (*) denotes the deleted users.
    Interval
    Date
    Month
    Timestamp values with 15-minute intervals for Interval view, Date for daily view, and Month for monthly view.
    Not Ready Reason Code
    The reason codes that the agents assign to the Agent Not Ready state for a selected duration.
    Occurrences
    The number of times an agent selected the Not Ready Reason Code option.
    Not Ready Duration
    Duration (in dd:hh:mm:ss) for which agent was not ready.
  • What are the columns available for customization in this report?
    The customized columns are the following:
    Columns
    Formula
    Completed Not Ready Reason Duration
    The amount of time an agent was in the Not Ready state while using a reason code within the reporting period.
    Completed Not Ready Reason Duration (secs)
    The amount of time in seconds the agent was in the Not Ready state while using a reason code during the reporting period.
For more information about historical reports and measure descriptions, see Avaya Experience Platform™ Analytics Data Dictionary.
Related links
Printing a reportSubscribing to a reportEmailing a reportExporting a reportGenerating a report based on interval dataGenerating a report based on daily roll-up dataGenerating a report based on monthly roll-up data