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AMA-CUCM Troubleshooting: Best Practices for Reading Trace Files

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Not Ready Reason Code Average Time

Hello,

 

I'm quite new to Cisco/UCCX - I've been tasked to figure out how to report on the average time each user spends in each not ready reason code. The closest I've found is "Reason Code - Agent" report, but that only has 30 minute granularity. Is there a way I get find out how many times an agent switched into "Wrap Up" (for example) and the average time they spend in "Wrap Up" (or any other status)?

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