CUIC - WorkNotReadyTime vs NotReadyTime

[will.alvord]

What's the difference between:

• WorkNotReadyTime and NotReadyTime
• WorkReadyTime and ReadyTime

thanks,

will

[Venkatesh Perumal · Accepted solution]

Hi,

These are called Agent States.

Not Ready - Upon successful login, the agent is automatically placed in a Not Ready state.

Ready - Agent once clicks the Ready button.  The agent is now ready to accept ACD calls.

And once the call is Over, agent performing wrap up is in either the Work Ready or Work Not Ready state.

Work Ready – After ending an ACD call the agent state changes to Work Ready.  The wrap-up duration is 5 to 30 seconds (set by system administrator), then agent is automatically placed in a Ready state.

Work Not Ready - Changes agent state to Work Not Ready, indicating that agent will not be available to receive ACD calls after finishing wrap-up work.      

Please refer the below link for more detail:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_901/user/guide/CUIC_BK_CD5E4ED8_00_cuic-report-template-reference-guide/CUIC_BK_CD5E4ED8_00_cuic-report-template-reference-guide_chapter_0101.html#CUIC_RF_P607499A_00

Regards,

Venkatesh.

[will.alvord]

So WorkReady and WorkNotReady will only apply for the wrap up duration and the rest of the Ready/NotReady time will count as Ready and NotReady?

[Jameson Gagnepain]

Will,

WorkReady and WorkNotReady only apply for the wrap up duration.

WorkReadyTime + WorkNotReadyTime = Wrap Up Time

The "Ready" and "NotReady" in WorkReady/WorkNotReady are just there to say what state the Agent will be in after the wrap up time has completed. This depends entirely on what state the Agent was in when the call began.

While the agent is on a call, they are in a "Talking" state. In traditional Cisco reporting this is generally put under "Active" time. For the purposes of call routing, "Talking" is usually treated like "Not Ready", in the same way that both "WorkReady and WorkNotReady" are treated like Not Ready.

-Jameson

[Jameson Gagnepain · Accepted solution]

Here's a little more verbose description of the various Agent states that I generally send to my call center managers...

There are two types of Agent States:

• Agent Controlled:
  • Ready – Agents can only receive calls while in the “Ready” state.
  • Not Ready – An Agent in a “Not Ready” state will not receive calls. Generally, calls will still queue up while agents are “Not Ready”.
  • Talking – This status occurs automatically when the Agent is on a call.
  • Hold – Occurs when an Agent puts the caller on hold. Equivalent to Not Ready for the purposes of call routing.
  • Logged Off – Logged off Agents will not be included in call routing decisions.
• Automatic:
  • Work Ready – This status occurs automatically after a call, if the Agent was in “Ready” when the call began. After a pre-configured “Wrap-up Time” (generally 20 or 30 seconds), the Agent will automatically go back to “Ready” from this state.
  • Work Not Ready – This status occurs automatically after a call, if the Agent was not in “Ready” when the call began. After a pre-configured “Wrap-up Time” (generally 20 or 30 seconds), the Agent will automatically go back to “Not Ready” from this state.
  • Reserved – This is a temporary status which occurs while a call is ringing at the Agent’s phone.

[will.alvord]

Thanks guys! +5 to you both

Jameson, that is hands down the clearest and most concise explanation I've seen.

many thanks,

will