CCX 8.5.1 - Historical Reports - Which Report Identifies RNA?

[rossporubski]

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.

[rossporubski]

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.

[Deepak Rawat]

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