How do I determine time of RONA call for a specific agent

[hemal.mehta]

  What table do I need to lookup to determine time of Rona call for a specific agent ?

Thanks,

[piyush aghera]

could you please elaborate your exact requirement? 

Thanks

[Amer rajai Sha'er]

Is this UCCE or UCCX ?

Amer

[hemal.mehta]

UCCE

[hemal.mehta]

For example a agent has 5 RONA's on a given day.  I would like to determine what times these calls came in to determine what the Agent was doing at that time.

[anchoudh]

Hi Hemal,

Please check the Not Ready reason code for RONA for the Agent under consideration.

Hope this helps.

Anand

Please rate helpful posts !!

[piyush aghera]

Hi Hemal,

Run Agent consolidated half hour webview report to get the time intervals when the calls were not answered by Agent.  Then you can run Agent Not ready details or Agent logout status report to identify what was the status of that agent when the calls was offered.

Hope this will help.