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 a not-ready state for the selected duration.

Supervisors can view and analyze the reason codes the agents assign to the Agent Not-Ready state for a selected duration.

For dossiers based on interval data, supervisors can view the reason codes 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. The data displayed is listed at the agent level and is written to the database.

To create a dossier based on customized data, click Chapter in editable mode. In the grid view, you can select measures to display in the grid from the Select Measures panel in the dossier.

Business usage

Enables 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 select a fixed interval in this dossier?

  On the Select a Date Range field, click to select the duration from the From and To fields.

• How can a supervisor find out an agent's details?

  To check the agent's details, see the Agent Login ID and Agent Display Name columns.

• How can a supervisor determine how often the agent changed the state to not-ready?

  In the grid view, the supervisor must check the Occurrences column to see the number of times an agent selected the Not-Ready Reason Code option.

• What column can a supervisor use to view the reason an agent was not ready?

  The information is available in the Not Ready Reason Code column.

• What are the filters available in the dossier?

  The following filters are available in the standard dossier:

  Columns	Formula
  Timezone	You can select the timezone for the dossier. Select a single value.
  Agent Group-Agent	You can select from a hierarchical list showing all agent groups and login IDs of the agents. Select multiple values, all values, or keep it blank.
  Hour and Interval timestamp	You can select the duration in the From and To fields.
  Not Ready Reason Code	The reason codes that the agents assign to the Agent Not Ready state for a selected duration.

  To customize the dossier, you can drag and drop any standard measures for filtering.

• What are the standard columns available in the dossier?

  For the list of available columns, see the following table:

  Columns	Description
  Agent Login Id	The login ID associated with the agent. The asterisk (*) denotes the deleted users.
  Agent Display Name	The name of the agent as configured in Application Center Administration.
  Interval Timestamp	A timestamp value with 15 minute interval for Interval 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.
  Average Not Ready Duration	The average duration (in d:hh:mm:ss) for which the agent was not-ready.

• What are the columns available for customization in the dossier?

  The following columns are available for customization:

  Columns	Description
  Not Ready Reason Code Description	The reason description.
  Not Ready Reason Code ID	The reason ID from the source system.
  Not Ready Reason Code Type	The type of reason.

• What are the calculated columns used in this dossier?

  The following are the calculated columns:

  Columns	Description
  Total Agents	A count of the distinct number of agents available.
  Total Not Ready Reason Code	The number of distinct reason codes.
  Total Occurrences	The total 'not-ready' occurrences.