CCX/IPPC 12.5.1 Report queue unavailability time

[Christopher DeRemer]

Looking to report on the time a CSQ spends in a state where no agents are ready. It would be great if we could tell the difference if the unavailability is because all agents are on calls, but more interested in when all agents have set themselves to a not ready status.

For some additional background, our agents perform multiple duties no just answering calls. We have several custom statuses set up for them to use while performing alternate duties so that the supervisors can see all statuses. However, we are being asked for the total amount of time where all agents who are logged in were all set to a not-ready status. Our calls do not stay queued, so if no agent is available, the script automatically bounces the call back to our operators, so I cannot use any of the "call queued time" statistics.

[Thomas G. Johannesen]

Hey christopher.

The data is in the AgentStatedetail tabel in the Informix database on the UCCX.

That table has every state the agent have .From that you can make an timeline for each agent, match the agents time and see the timeframes where every agent is not ready.

Here is a screenshot of and agent (with ID 47) logging in (1), goes not ready (2) and logging out (7)

The agent has been not Ready in the timeframe

09:41:15 -> 09:41:42

If you take out the data for all your agent you should be able to se the amount of time all agents are not ready at the same time

Hope it make sense