Agent Not Ready Reason Code Details report
This report displays what percentage of time agents spend in Not Ready states, and charts the reasons agents give for Not Ready time.
Understanding the Agent Not Ready Reason Code Details report
Use the Agent Not Ready Reason Code Details report to generate a detailed view of the frequency and duration of agent breaks, and to compare the relative use of each Not Ready code by each agent.
The Summary tab of this report provides a visual summary of what percentage of their time agents spend in a Not Ready state. The Main tab breaks this information down in more detail on an agent-by-agent basis, allowing you to understand how each agent performs in this regard, and to see the reasons they provided. The Data tab provides the same information as is found on the Main tab, but in a more print-ready format.
You can specify the Day or Date Range, Agent Group, Agent, and Media Type.
To get a better idea of what this report looks like, view sample output from the report:
The following tables explain the prompts you can select when you generate the report, and the measures that are represented in the report: