Agent Not Ready By Reason Code

Last Updated : Jul 20, 2020 |
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Definition

Displays the reason code associated with the agent Not Ready (aux.) state.

How it works

Tracks the agent activity associated with the agent Not Ready (aux.) state. Supervisors can view and analyze the reason codes that the agents assign to the Agent Not Ready state for a selected interval. Intervals are aggregated by 15 minutes and can be Daily, Weekly, Monthly, or Yearly. Data displayed is listed at agent level, and data is written to the database every 15 minutes.

Business usage

  • How many agents are showing the same not ready reason codes and not ready reasons for the selected interval?
    Sort by the Not Ready Reason Code and Not Ready Reason measures to determine the same codes used by the agents.
  • Which are the top reason codes that agents use?
    Use the Not Ready Reason Code measure to determine the most used reason codes by the agents for the selected interval.
  • Are agents utilizing the same reason codes multiple times?
    Use the Agent ID, Agent User Handle, and Not Ready Reason Code measures to determine whether agents are using the same codes multiple times in the selected interval.
  • Which reason codes are used most by the agents, and what is the maximum duration of these codes?
    Sort by the Not Ready Reason Code measure to determine the codes that have maximum usage and view the Total Duration measure to determine the duration that agents spent in the Not Ready (aux.) state for the selected interval.
  • Are agents exceeding the thresholds defined for each reason code for the selected interval?
    Use the Agent ID, Agent User Handle, and Not Ready Reason Code measures to determine the reason codes used by agents. Correlate these measures with the Total Duration measure to determine whether agents are exceeding their threshold.
  • Which codes are used most by the agents and which code has maximum occurrences for the selected interval?
    Sort by the Not Ready Reason Code measure to determine the codes that have maximum usage. Correlate it with Occurrences to determine the maximum occurrences of the code.