Reporting question, not ready reason codes

[apridham]

I recently configured some not ready activity codes to be used with our agents for both real time and historical reporting, I'm running into some frustrating limitations, is there something I am missing, or is it not easy to get this data?

- I can run a report to find out how long each reason code was active, but not to find out when each code was activated/deactivated? I can see when agents went not ready on a login/logout report, but it doesn't show the reason they were NR.
- On real time reporting, when an agent enters a new reason code, their not ready status time does not update (i.e. if they spent 5 minutes in break, and 20 minutes on admin, the 'in state' timer would say 25 minutes).

Is it possible to do a custom report to get this data, and are there any resources available to read up on how to do it?

System is AACC 6.3, with a CS1000 rls 7.5

Thanks

 

[effort1584]

The Not Ready Reason Code Report shows the agent and how much time was spent in each Not Ready Code. In Contact Summary you can see PCP (Not Ready) time for a particular call. I am not clear on the purpose of seeing each not ready code entry one at a time (seems like a lot of data to pour through when the summary data gives you overall time in codes..I am missing something). With an understanding how you want to use the data I may be able to point you to tables for custom report.

If you procedurally have agents go ready/not ready for a new code you would see the time reset in real-time.

 

[apridham]

Thanks for the response.

The issue with getting the agents to procedurally go ready/not ready, is that as soon as they go ready, they may be routed a call (even if it's just for a second). Is there a way to delay routing a call to an agent for a few seconds after they go ready?

Thanks!

 

[Utreg]

In the (Private Tabular Display) Real Time Reporting you can add a field 'NR Reason' to see the (Display name of the Activity) code.

If the calls are pushed to the agents you can try to adjust the 'Call Force Delay' timer to delay the presentation of a call.

Please note the Historical Activity Code report shows Activity times but I recommend not to use them. The reason is the 15 minutes intervals in the historical reports database; if a call comes in at 13:14 hours and the agents enters the Activity at 13:16 hours and terminates the call at 13:17 hours the report will list 1 minute on the Default Activity code (since it's in the 13:00-13:15 interval and no code was entered) and 2 minutes on the entered activity (2 minutes in the 13:15-13:30 hours interval).
So it's more accurate to use only the occurrences.
I'm not sure if this applies to the 'Not Ready Reason Codes' report as well...

 

[effort1584]

There is no way to delay the go ready, but I don't think you need it. When the agent logs in they are put into Not Ready. They may enter a code at any time they are in Not Ready. So they can immediately enter a code. They can change the code while in Not Ready by entering another code. No need to go Ready then Not Ready.