03-03-2016 09:05 AM - edited 03-14-2019 03:51 PM
Hello, I'm looking through the various reports trying to find which one will provide RNA statistics.
Any help is greatly appreciated.
Thank you all in advance.
03-03-2016 11:53 AM
I have no idea where this posted, checking to see if it's under contact center because I don't see it there but that's what I selected.
03-07-2016 08:03 PM
Please look at the Agent State Detail report. The way to look at it is, Reserved duration will be followed by either Not Ready (with a Reason Code of 32763) or Ready state depending what you have setup in Cisco Unified CCX Administration >> System Parameters >> Agent State after Ring No Answer.
Ideally, there should be a Talking state after Reserved state for a successful call but in case of Ring No Answer, the above mentioned thing will happen.
Regards
Deepak
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