Agent Not Ready Reason

Introduction

This document describes the reasons of Agent not ready with the reason code.

Agent Not Ready Reason codes

There are reports that show the codes agents select when entering Not Ready state, that calculate the percentage of time spent in the Not Ready state, and that show specific Not Ready reasons based on the time range you specify. These reports help you identify whether agents are taking the appropriate number of breaks and whether their breaks are the appropriate length.Some reports display both the text of the reason code (if configured) and the corresponding number. For example, if an agent enters Not Ready state and selects "Break" as the reason code,and if you have configured text for this code in Configuration Manager, reports display "Break [1]". Other reports display the numeric Not Ready reason code only.If an agent's total login session is not included in the specified time range (for example, the agent was still logged in at the end of the time range), an asterisk (*) appears next to the agent's name in the report to indicate that data for that agent is not complete for the range. For Unified CC, in addition to Not Ready reason codes that you define, there are predefined Not Ready reason codes for situations in which the agent is made Not Ready automatically by the software. The following table describes these predefined Not Ready reason codes.

Predefined Not Ready Code Description

Reason Code	Description
50001	The CTI OS client disconnected, logging the agent out.Note: This  reason code is converted to a 50002, so 50001 does not display in the agent log out records.
50002	A CTI OS component failed, causing the agent to be logged out. This could be  due to closing the agent desktop application, heartbeat time out,  a CTI OS Server failure, or a CTI OS failure.
50003	Agent was logged out because the Unified CM reported  the device out of service.
50004	Agent was logged out due to agent inactivity as configured  in agent desk settings.
50005	For a Unified CCE deployment where the Multi Line  Agent Control is enabled in the peripheral, and  the Multi Line Agent Behavior is configured to impact  agent state, the Agent will be set to not ready with this code while talking  on a call on the Non ACD line.
50010	The agent did not receive multiple consecutive calls routed  to him/her. The system makes the agent Not Ready  automatically so that 50010 additional calls are not routed to the agent. By default,  the number of consecutive calls missed before the agent  is made Not Ready is 2.
50020	Agent was logged out when the agent's skill group dynamically  changed on the Administration & Data Server.
50030	If an agent is logged in to a dynamic device target that is using  the same dialed number (DN) as the PG static device target,  the agent is logged out.
50040	Mobile agent was logged out because the call failed.
50041	Mobile agent state changed to Not Ready because the call fails  when the mobile agent's phone line rings busy.
50042	Mobile agent was logged out because the phone  line disconnected while using nailed connection mode.
50041	The agent's state was changed to Not Ready because the call fails  when the agent's phone line rings busy.
32767	The agent's state was changed to Not Ready because the agent  did not answer a call and the call was redirected to a different  agent or skill group.
20001 - applicable if you are using the Cisco Agent Desktop	Places the agent in the Not Ready state  first before forcefully logging them off.
20002 - applicable if you are using the Cisco Agent Desktop	Forces the logout request; for example, when Agent A attempts  to log in to Cisco Agent Desktop and Agent B is already logged  in under that agent ID, Agent A is asked whether  or not to force the login. If Agent A answers yes, Agent B is logged out  and Agent A is logged in. Reports would then show  that Agent B logged out at a certain time with a reason code  of 20002 (Agent B was forcibly logged out).
20003 - applicable if you are using the Cisco Agent Desktop	Not Ready for logout. If not already in the Logout state, request is made  to place agent in the Not Ready state. Then logout request  is made to log the agent out.
Supervisor Not Ready	This code is reserved.
Supervisor Logout	This code is reserved.
-1	Agent reinitialized (used if peripheral restarts).
-2	PG reset the agent, normally due to a PG failure.
-3	An administrator modified the agent's extension  while the agent was logged in.

By default, predefined Not Ready reason codes do not have associated textual reason codes.They appear as numbers in reports. If you want to see a textual code for these Not Ready reason codes, enter the predefined Not Ready reason code into the Reason Code List tool with the related text. For example, you might want to label the 32767 Not Ready reason code "Redirection on No Answer".

Note:

• To report on Not Ready reason codes, ensure that the reporting of agent event detail data is enabled on the PG with the Cisco Unified CM peripheral. This is enabled by default.