Chapter 1. Chat Reports

Chat Agent Detail Report

Chat Agent Summary Report

Chat CSQ Activity Report

Chat CSQ Agent Summary Report

Chat Traffic Analysis Report

Chapter 2. Email Reports

Email Agent Activity Report

Email Contact Detail Report

Email CSQ Activity Report

Email Traffic Analysis Report

Chapter 3. Inbound Reports

Abandoned Call Detail Activity Report

Aborted Rejected Call Detail Report

Agent Call Summary Report

Agent Detail Report

Agent Login Logout Activity Report

Agent Not Ready Reason Code Summary Report

Agent State Detail Report

Agent State Summary by Agent Report

Agent State Summary by Interval Report

Agent Summary Report

Agent Wrap-up Data Summary Report

Agent Wrap-up Data Detail Report

Call Custom Variables Report

Called Number Summary Activity Report

Common Skill CSQ Activity Report

Contact Service Queue Activity by CSQ Report

Contact Service Queue Activity Report

Contact Service Queue Activity Report by Interval

Contact Service Queue Call Distribution Summary

Contact Service Queue Priority Summary

Contact Service Queue Service Level Priority Summary Report

CSQ Agent Summary Report

Detailed Call by Call CCDR Report

Detailed Call CSQ Agent Report

Priority Summary Activity Report

Traffic Analysis Report

Chapter 4. Outbound Reports

Agent Outbound Campaign Summary Report

Agent Outbound CCDR Report

Agent Outbound Half Hourly Report

IVR Outbound Campaign Summary Report

IVR Outbound CCDR Report

IVR Outbound Half Hourly Report

Outbound Agent Detail Performance Report

Preview Outbound Agent Detail Performance Report

Preview Outbound Campaign Summary Report

Chapter 5. System Reports

Application Performance Analysis Report

Application Summary Report

License Utilization Hourly Report

Chapter 6. Agent Reports

Agent CSQ Statistics Report

Agent State Log Report

Agent Statistics Report

Agent Team Summary Report

Chapter 7. Supervisor Reports

Agent Outbound Team Summary Report

Chat Agent Statistics Report

Chat CSQ Summary Report

Team State Report

Team Summary Report

Voice CSQ Agent Detail Report

Voice CSQ Summary Report

Chapter 1. Chat Reports

- Chat Agent Detail Report

- Chat Agent Summary Report

- Chat CSQ Activity Report

- Chat CSQ Agent Summary Report

- Chat Traffic Analysis Report

Chat Agent Detail Report

The Chat Agent Detail Report presents information about each chat contact that is handled by the chat agent.

Charts

The following chart is available:

Chart name

Description

Total Active, Accept Time by Agent

Displays the active time and accept time that an agent spends on all the chat contacts.

Fields

The report includes a table that displays the following information:

Field

Description

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Chat Start Time

Time at which the agent accepts the chat.

Chat End Time

Time at which the agent ends the chat.

Duration

Elapsed time between the chat start time and the chat end time.

Chat Originator

Unique contact ID that identifies the chat contact.

Chat Routed CSQ

Contact Service Queue (CSQ) that routed the chat contact to the agent.

Chat Skills

Skills that are associated with the agent for handling a chat contact.

Active Time

Time the agent spends chatting with the chat contact.

Summary info—Sum of the records in this column.

Accept Time

Time taken by the agent to accept the chat contact after it is allocated to the desktop.

Summary info—Sum of the records in this column.

Chat Type

Type of chat contact. There is only one type—Incoming.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for the agents who possess the specified skills.

Team Names

Displays information for the agents who belong to the specified teams.

Chat Type

Displays information for the specified incoming chat type.

Grouping Criteria

None

Chat Agent Summary Report

The Chat Agent Summary Report presents a summary of the activities of chat agents, including chat and agent state activities.

Charts

The following charts are available:

Chart name

Description

Average Accept and Active Chat Time for Agents

Displays the average time an agent takes to accept chat contact requests, and the average time the agent spends in Busy state.

Total Presented vs Handled Chats by Agent

Displays the number of chat contacts that are presented to an agent and the number of chat contacts that are handled by the agent.

Fields

The report includes a table that displays the following information:

Field

Description

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Total Presented

Number of chats that are presented to the agent.

Total Handled

Number of chats that the agent accepted.

Active Time—Avg

Average chat time of the chats that the agent handled.

Active Time—Max

Longest chat time of a chat that the agent handled.

Accept Time—Avg

Average accept time of the chats that the agent accepted.

Accept Time—Max

Longest accept time of any chat that the agent accepted.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for the agents who possess the specified skills.

Team Names

Displays information for the agents who belong to the specified teams.

Grouping Criteria

None

Chat CSQ Activity Report

The Chat CSQ Activity Report presents a summary of presented, handled, and abandoned chats for each Contact Service Queue (CSQ). It also displays the average and maximum time for chats that are handled and queued.

Charts

The following charts are available:

Chart name

Description

Average Handle Time by CSQ

Displays the average handle time for chats that are handled in a CSQ.

Max Queue Time for Chats Presented by CSQ

Displays the chat with the longest queue time in a CSQ.

Fields

The report includes a table that displays the following information:

Field

Description

CSQ Name

Name of the CSQ.

CSQ ID

Unique ID of the CSQ.

Chats Presented

Number of chats that are routed to the CSQ regardless of whether an agent accepts the chat.

Queue Time—Avg

Average queue time for all chats that are routed to the CSQ.

Queue Time—Max

Longest queue time of any chat that is routed to the CSQ.

Chats Handled

Number of chats that are routed to agents through this CSQ and are accepted and handled by the agents.

Handle Time—Avg

Average handle time for all chats that the CSQ handled. Handle time is active chat time.

Handle Time—Max

Longest handle time of any chat that the CSQ handled.

Chats Abandoned

Number of chats that are routed to the CSQ and not accepted by an agent as either the chat submitter ended the chat before the agent accepted or was disconnected.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

CSQ Names

Displays information for the specified CSQs.

Grouping Criteria

None

Chat CSQ Agent Summary Report

The Chat CSQ Agent Summary Report presents information about the chats that are handled in a Contact Service Queue (CSQ) by a chat agent. An agent can handle chat contacts for multiple CSQs. The report includes the average chat time, average accept time for handled chats, number of received chats, number of handled chats, and number of unanswered chats for each agent.

Charts

The following chart is available:

Chart name

Description

Chats Handled by CSQ and Agent

Displays the number of chats handled by each agent for a CSQ.

Fields

The report includes a table that displays the following information:

Field

Description

CSQ Name

Name of the CSQ.

CSQ ID

Unique ID of the CSQ.

Agent Name

First name and last name of the agent who handles chats for this CSQ.

Chat Received

Number of chats that are queued for this CSQ and are assigned to the agent.

Chat Handled

Number of chats that are queued for this CSQ and answered by the agent.

Average Active Chat Time

Average chat time for all the chats that the agent handled for this CSQ. Chat time is the elapsed time between the time an agent answers a chat and ends the chat.

Average chat time = Total chat time / Number of chats handled

Chat No Answer

Number of chats that are connected to the agent, but not answered.

Average Acceptance Time

Elapsed time between the time that a chat alert is presented on the desktop and the time that the chat is answered by an agent or disconnected. This field is blank if the chat was not presented to an agent.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

CSQ Names

Displays information for the specified CSQs.

Grouping Criteria

None

Chat Traffic Analysis Report

The Chat Traffic Analysis Report presents information about incoming chat contacts to the Unified CCX system. The information is presented for each day, and includes information about the peak hour for that day.

Charts

The following charts are available:

Chart name

Description

Average Chat Duration by Date

Displays the average chat duration for a day.

Peak Chats by Date

Displays the hour that received the highest number of chats in a day.

Total Incoming Chats by Date

Displays the number of chats that are received by Unified CCX for a day.

Fields

The report includes a table that displays the following information:

Field

Description

Date

Date for which the information is displayed.

Total Incoming Chats

Number of chat contacts that are received daily by Unified CCX.

Summary info—Sum of the records in this column.

Avg Chats (per Hour)

Average number of chat contacts that are received in an hour.

Summary info—Maximum value in this column.

Peak Chats (per Hour)

Number of chat contacts that are received during the peak hour.

Summary info—Maximum value in this column.

Peak Hour Time—Start

Start time of the peak hour (the hour when the largest number of chat contacts are received).

Peak Hour Time—End

End time of the peak hour (the hour when the largest number of chat contacts are received).

Chat Duration—Avg

Average chat duration for the day.

Summary info—Maximum value in this column.

Chat Duration—Min

Duration of the shortest chat for the day.

Summary info—Minimum value in this column.

Chat Duration—Max

Duration of the longest chat for the day.

Summary info—Maximum value in this column.

Filter Criteria

None

Grouping Criteria

None

Chapter 2. Email Reports

- Email Agent Activity Report

- Email Contact Detail Report

- Email CSQ Activity Report

- Email Traffic Analysis Report

Email Agent Activity Report

The Email Agent Activity Report presents email statistics of the email-enabled agents for a day.

Charts

The following charts are available:

Chart Name

Description

Email Agent Activity by Agent State

Displays the time that agents spend in an agent state.

Email Agent Activity by Email

Displays the email statistics of an agent.

Fields

The report includes a table that displays the following information:

Field

Description

Agent Name

Name of the agent to whom the email messages are routed.

Agent Id

Login user ID of the agent.

Login Date

Date the agent logged in.

Logged-In

Total time the agent logged in.

Summary info—Sum of the records in this column.

Not Ready

Total time the agent spent in the E-Mail Not Ready state.

Summary info—Sum of the records in this column.

Ready

Total time the agent spent in the E-Mail Ready state.

Summary info—Sum of the records in this column.

Time Spent On Desk

Total Time the agent spent in the E-Mail Processing state.

Summary info—Sum of the records in this column.

Note:   This is a hidden field.

Presented

Number of email messages that are presented to the agent.

Summary info—Sum of the records in this column.

Requeued

Number of email messages that the agent requeued. The requeue date and time determines whether the email message falls within the interval.

Summary info—Sum of the records in this column.

Sent

Number of response email messages that the agent sent. The send date and time determines whether the email message falls within the interval.

Summary info—Sum of the records in this column.

Discarded

Number of email messages that the agent discarded. The discarded date and time determines whether the email message falls within the interval.

Summary info—Sum of the records in this column.

Avg On Desk

Average on-desk time = Total time spent on handling email contacts/Number of emails sent, requeued and discarded.

Filter Criteria

You can filter using the following parameters:

Filter Parameter

Result

Time Offset

Displays the list of time zones.

Select the one matching your timezone. If multiple values are selected, the first one takes effect.

Agent Name

Displays information for the specified agents.

Grouping Criteria

Data is grouped by the following fields:

Field

Result

Agent Name

Sorts data by agent name.

Login Date

Groups information by login date.

Email Contact Detail Report

The Email Contact Detail Report presents information about each email contact that is handled by the agent.

Charts

None

Fields

The report includes a table that displays the following information:

Field

Description

Contact ID

Unique social contact ID that identifies the email contact.

Sequence No

Number that the system assigns to each contact leg. The sequence number starts with 0 and increases by 1 for each leg of a contact, such as requeue.

CSQ Name

Name of the Contact Service Queue (CSQ) that routed the email contact to the agent.

Agent Name

First name and last name of the agent who responded to the email message.

Received

Date and time that the contact center received the email contact.

There might be a mismatch in the presented timestamp of the email received from the end user. This might be due to a different time zone or a different time configured in the exchange server from where the email was sent.

Retrieved

Date and time that the agent retrieved the email contact.

Replied

Date and time that the agent responded to the email message.

Discarded

Date and time that the agent discarded the email message.

From

Email address of the customer who sent the email message.

Reply-To

Email address of the customer to whom the response is sent.

To

Email address of the contact center to which the email message was sent.

Subject

Subject line of the received email message.

Contact Type

Contact type of the email contact.

- 1 = Incoming. Outside contact that is received by Unified CCX.

- 2 = Transfer. Requeued leg of contact.

Contact Disposition

Disposition of the email contact.

- 2—Handled

- 4—Discarded or Aborted

The contact disposition for the system aborted emails will also be 4. These emails will not be considered as agent discarded emails.

Filter Criteria

You can filter using any one of the following parameters:

Filter Parameter

Result

CSQ Name

Displays information for the specified CSQs.

Agent Name

Displays information for the specified agents.

Subject

Displays information for the specified subject or part of the subject. This parameter is case sensitive.

Grouping Criteria

None

Email CSQ Activity Report

The Email CSQ Activity Report presents email activity statistics of agents in a Contact Service Queue (CSQ) for each day.

Note

Due to system errors, few of the emails presented to the agent may not display the contents in it. In such cases, agent has to close the email tab. These contacts are not accounted for the agent, and there will be a mismatch between the Retrieved, Sent, Requeued, and Discarded columns in the report.

Charts

The following charts are available:

Chart Name

Description

Email CSQ Agent Activity by Agent State

Displays the number of email messages that are handled in a category by the agents.

Email CSQ Agent Activity by CSQ

Displays the number of email messages that are handled in a category by the CSQs.

Email CSQ Agent Activity by Date

Displays the number of email messages that are handled in a category for a day.

Fields

Visible Fields in Email CSQ Activity Report

Field

Description

CSQ Name

Name of the CSQ through which the email messages are routed.

Date

Date of each day in the interval.

Agent Name

Name of the agent to whom the email messages are routed.

Retrieved

Number of email messages that are routed through the CSQ to the agent and then retrieved by the agent. The retrieved date time determines whether the email message falls within the interval.

Summary info—Sum of the records in this column.

Requeued

Number of email messages that are requeued to the agent. The requeue date and time determines whether the email message falls within the interval.

Summary info—Sum of the records in this column.

Sent

Number of response email messages that the agent sent. The send date and time determines whether the email message falls within the interval.

Summary info—Sum of the records in this column.

Discarded

Number of email messages that the agent discarded. The discarded date and time determines whether the email message falls within the interval.

Summary info—Sum of the records in this column.

Avg On Desk

Average on-desk time = On-desk time / Number of emails sent, requeued and discarded.

On-desk time = Time the agent processed the email - Time the agent received the email. (This includes the emails sent, requeued and discarded by the agent.)

Filter Criteria

You can filter using the following parameters:

Filter Parameter

Result

Time Offset

Displays the list of time zones.

Select the one matching your timezone. If multiple values are selected, the first one takes effect.

Contact Service Queue

Displays information for the specified CSQs.

Grouping Criteria

Data is grouped by the following fields:

Field

Result

CSQ Name

Sorts data by CSQ name.

Date

Sorts data by the dates within the CSQ.

Email Traffic Analysis Report

The Email Traffic Analysis Report gives the count of email messages received for the specified date or date range.

Chart

The following charts are available:

Chart name

Description

Email Inbox Traffic Analysis by Date Chart

Displays the number of email messages received for the specified date or date range.

Email Inbox Traffic Analysis by Email Address Chart

Displays the number of email messages received by an email address.

Fields

The report includes a table that displays the following information:

Field

Description

Email Address

Email address to which the email messages are addressed.

Received Date

Date on which the email was received.

Email Count

Number of email messages that are received by an email address for the specified date or date range.

Summary info—Sum of the records in this column. This gives the count of email messages that are received for each Contact Service Queue.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

Time Offset

Displays the list of time zones.

Select your time zone. If you select multiple values, the first selected value takes effect.

Email Address

Displays list of valid email addresses.

Grouping Criteria

Data is grouped by the following field:

Filter parameter

Result

Email Address

Groups data by email address.

Date

Displays information by date.

Chapter 3. Inbound Reports

- Abandoned Call Detail Activity Report

- Aborted Rejected Call Detail Report

- Agent Call Summary Report

- Agent Detail Report

- Agent Login Logout Activity Report

- Agent Not Ready Reason Code Summary Report

- Agent State Detail Report

- Agent State Summary by Agent Report

- Agent State Summary by Interval Report

- Agent Summary Report

- Agent Wrap-up Data Summary Report

- Agent Wrap-up Data Detail Report

- Call Custom Variables Report

- Called Number Summary Activity Report

- Common Skill CSQ Activity Report

- Contact Service Queue Activity by CSQ Report

- Contact Service Queue Activity Report

- Contact Service Queue Activity Report by Interval

- Contact Service Queue Call Distribution Summary

- Contact Service Queue Priority Summary

- Contact Service Queue Service Level Priority Summary Report

- CSQ Agent Summary Report

- Detailed Call by Call CCDR Report

- Detailed Call CSQ Agent Report

- Priority Summary Activity Report

- Traffic Analysis Report

Abandoned Call Detail Activity Report

The Abandoned Call Detail Activity Report presents information about calls that are abandoned.

Charts

The following chart is available:

Chart name

Description

Calls Abandoned Each Day by Final Call Priority

Displays the number of abandoned calls and the final priority of these calls in a day.

Fields

The report includes a table that displays the following information:

Field

Description

Call Start Time

Date and time the call leg starts.

Called Number

Telephone number that the caller dials.

Call ANI

Originator's telephone number. (ANI = Automatic Number Identification)

Initial Call Priority

Priority that is assigned to the call by Unified CCX workflow when the call is received.

- 1—Lowest.

- 10—Highest.

- N/A—Call is abandoned before a priority is assigned.

Call Routed CSQ

Contact Service Queue (CSQ) to which the call is queued.

Agent Name

Agent who is presented with the call before it is abandoned.

Call Skills

Skills that are associated with the CSQ to which the call is routed.

Final Call Priority

Priority of the call when it is abandoned.

Call Abandon Time

Date and time the call is abandoned.

Time to Abandon

Elapsed time between the time the call comes to the system and the time it is abandoned.

Summary info—Average abandon time of all calls.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

Agent Names

Displays information for the specified agents.

Grouping Criteria

None

Aborted Rejected Call Detail Report

The Aborted Rejected Call Detail Report presents information about each call that is aborted or rejected by the system.

Charts

The following chart is available:

Chart name

Description

Total Calls by Contact Disposition

Displays the number of calls that are aborted and rejected.

Fields

The report includes a table that displays the following information:

Field

Description

Node ID - Session ID - Sequence No

Node ID is the unique numeric ID, which starts from 1, that the system assigns to each Unified CCX server in the cluster.

Session ID is the unique session ID that the system assigns to a call.

Session sequence number is the number that the system assigns to each call leg. The session sequence number increases by 1 for each leg of a call.

Together, these three values uniquely identify an Automatic Call Distribution (ACD) call that is processed by the system.

Call Start Time

Date and time the call starts.

Call End Time

Date and time the call was disconnected, transferred, or redirected.

Contact Type

Contact type of a call.

- 1 = Incoming. Outside call that is received by Unified CCX.

- 2 = Outgoing. Call that originated from the Unified CCX Computer Telephony Interface (CTI) port, other than the call that is made within the system.

- 3 = Internal. Call that is transferred or conferenced between agents, or a call that is made within the system.

- 4 = Redirect. A previous call leg that redirected the call to this leg.

- 5 = Transfer-in. A previous call leg that transferred the call to this leg.

- 6 = Preview Outbound. Call that originated from a Unified CCX agent phone to an outside destination, after an agent accepts a preview call.

- 7 = IVR Outbound. Call that originated from a Unified CCX outbound dialer to an outside destination for an IVR outbound campaign.

- 8 = Agent Outbound. Call that originated from a Unified CCX outbound dialer to an outside destination for an agent progressive or predictive outbound campaign.

Contact Disposition

Disposition of the call.

- 1—Abandoned

- 2—Handled

- 4—Aborted

- 5 to 98—Rejected

- 99—Cleaned

Abort/Reject Reason

Reason the call is aborted or rejected.

Originator DN (Directory Number)

The originator directory number. This number is the same as the calling number. Originator Type can be agent, device, or unknown.

- If Originator Type is agent, this field shows the Unified CCX extension of the agent. If the call is attended at the non-IPCC extension, then the non-IPCC extension is displayed. If the call is made from a non-IPCC extension, then the non-IPCC extension is displayed.

- If Originator Type is device, this field shows the CTI port number.

- If Originator Type is unknown (through a gateway or an unmonitored device), this field shows the telephone number of the caller.

Destination DN

The destination directory number. Destination Type can be agent, device, or unknown.

- If Destination Type is agent, this field shows the Unified CCX extension of the agent.

- If destination type is device, this field shows the CTI port number.

- If destination type is unknown (through a gateway or an unmonitored device), this field shows the telephone number called.

Called Number

Number that is originally dialed by the caller. If the call is a transfer, the number that the call is transferred to is displayed.

Original Called Number

Number that is originally dialed by the caller—either a route point number or an agent extension.

Application Name

Unified CCX or Unified IP IVR application that is associated with the route point.

Call Routed CSQ

Contact Service Queue (CSQ) to which the call is routed. This field is blank if the call is aborted or rejected before being routed to a CSQ.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

Contact Disposition

Displays information for the specified contact disposition.

Grouping Criteria

None

Agent Call Summary Report

The Agent Call Summary Report presents the summary of each call that is dialed and received by the agent.

- For inbound Unified CCX calls—Presents the average time that the agent spent in Talking and Work states, and the time that the agent put the calls on hold.

- For non-Unified CCX calls—Presents the average and maximum talk time for the agent.

- For outbound calls—Presents the average and maximum call time for the agent.

This report also presents the number of calls that are transferred in to and transferred out by the agent, and the number of conference calls in which the agent participated.

Charts

The following charts are available:

Chart name

Description

Average Talk, Hold, Work Time for Inbound ACD

Displays the average time that an agent spends in Talking and Work states, and the time that the agent put the calls on hold.

Avg, Max Call Time for Outbound on IPCC Calls

Displays the average and maximum time that an agent spends on dialed calls. The time includes time spent dialing, waiting for an answer, and talking.

Total Inbound, Outbound Calls by Agent

Displays the number of dialed and received calls for an agent.

Fields

The report includes a table that displays the following information:

Field

Description

Agent Name

First name and last name of the agent.

Agent_ID

Login ID of the agent.

Extension IPCC

Last active Unified CCX extension that Unified Communications Manager assigned to the agent.

Extension Non IPCC

Last active non-Unified CCX extension that Unified Communications Manager assigned to the agent. This field is blank if there are no calls to or from the non-Unified CCX extension.

Total Inbound

Total calls that the agent receives.

Total Inbound = Inbound Automatic Call Distribution (ACD) calls + Inbound non-ACD calls.

Inbound ACD—Total

Unified CCX calls that the agent receives.

Inbound ACD—Avg Talk Time

Average time that the agent spent in Talking state for received Unified CCX calls.

Inbound ACD—Avg Hold Time

Average time that the agent put the received Unified CCX calls on hold.

Inbound ACD—Avg Work Time

Average time that the agent spent in Work state for received Unified CCX calls.

Inbound Non-ACD On IPCC—Total

Non-Unified CCX calls that are received by the agent on a Unified CCX extension, including calls made by other agents and by outside parties.

Inbound Non-ACD On IPCC—Avg Talk Time

Average time that the agent spent in Talking state for non-Unified CCX calls received on a Unified CCX extension.

Inbound Non-ACD On IPCC—Max Talk Time

Maximum time that the agent spent in Talking state on a non-Unified CCX call received on a Unified CCX extension.

Inbound Non-ACD On Non-IPCC—Total

Non-Unified CCX calls received by the agent on a non-Unified CCX extension including calls made by other agents and by outside parties.

Inbound Non-ACD On Non-IPCC— Avg Talk Time

Average time that the agent spent in Talking state for non-Unified CCX calls received on a non-Unified CCX extension.

Inbound Non-ACD On Non-IPCC— Max Talk Time

Maximum time that the agent spent in Talking state on a received non-Unified CCX call received on a non-Unified CCX extension.

Outbound On IPCC—Total

Calls that the agent dials on a Unified CCX extension including both connected and attempted calls.

Outbound On IPCC—Avg Call Time

Average call time of the outbound calls on a Unified CCX extension.

Outbound On IPCC—Max Call Time

Maximum time that the agent spent in Talking state on an outbound call on a Unified CCX extension.

Outbound On Non-IPCC—Total

Calls that the agent dials on a non-Unified CCX extension including both connected and attempted calls.

Outbound On Non-IPCC—Avg Call Time

The average call time and the longest call time spent for the outbound calls on a non-Unified CCX extension.

Outbound On Non-IPCC—Max Call Time

Maximum time that the agent spent in Talking state on an outbound call on a non-Unified CCX extension.

ACD—Transfer In

Unified CCX calls that are transferred to the agent.

ACD—Transfer Out

Unified CCX calls that the agent transfers out.

ACD—Conference

Inbound Unified CCX conference calls in which the agent participates.

Note

Call time starts when an agent goes off-hook for a call and ends when the call terminates.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Resource Group Names

Displays information for agents who belong to the specified resource groups.

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

Team Names

Displays information for agents who belong to the specified teams.

Grouping criteria

None

Agent Detail Report

The Agent Detail Report presents information about Automatic Call Distribution (ACD) and non-ACD calls that the agents handle, and ACD and non-ACD calls that the agents dial.

Charts

The following chart is available:

Chart name

Description

Agent Detail Report

Displays the average time that an agent spends in Talking and Work states, and the time the agent put the calls on hold.

Fields

The report includes a table that displays the following information:

Field

Description

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Extension

Unified CCX extension that Unified Communications Manager assigned to the agent.

Call Start Time

Date and time the call leg rings at the agent extension.

Call End Time

Date and time the call leg is disconnected or transferred.

Duration

Elapsed time between the call start time and the call end time.

Summary info—Sum of values in this column.

Called Number

Telephone number that the caller dials.

Call ANI

Originator's telephone number. (ANI = Automatic Number Identification)

Call Routed CSQ

Contact Service Queue (CSQ) that handled the call. A call is considered handled if the caller is connected to an agent while queued for this CSQ.

Other CSQs

If the call is queued to multiple CSQs, name of one of the CSQs to which the call was queued is displayed.

Displays "…" to indicate there are more CSQs to which the call was queued.

Call Skills

Skills that are associated with the CSQ that handled the call.

Talk Time

- Unified CCX calls—Elapsed time between the time an agent connects to the call and the time the call is disconnected or transferred, not including the hold time.

- Non-Unified CCX calls—Elapsed time between the time an agent connects to the call and the time the call is disconnected or transferred.

Summary info—Sum of values in this column.

Hold Time

Total time the agent put the calls on hold. Not applicable for non-Unified CCX calls.

Summary info—Sum of values in this column.

Work Time

Time that the agent spent in Work state after the call. Not applicable for non-Unified CCX calls.

Summary info—Sum of values in this column.

Call Type

Type of call.

- 1 = Conference.—Conference call.

- 2 = Inbound ACD.—Unified CCX call that is handled by an agent.

- 3 = Inbound non-ACD on IPCC.—Non-Unified CCX call that is received by the agent on a Unified CCX extension.

- 4 = Inbound non-ACD on non-IPCC.—Non-Unified CCX call that is received by the agent on a non-Unified CCX extension.

- 5 = Outbound on IPCC.—Call that an agent dials on a Unified CCX extension.

- 6 = Outbound on non-IPCC.—Call that an agent dials on a non-Unified CCX extension.

- 7 = Transfer-In.—Call that is transferred to an agent.

- 8 = Transfer-Out.—Call that the agent transfers out.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Resource Group Name

Displays information for agents who belong to the specified resource groups.

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

Team Names

Displays information for agents who belong to the specified teams.

Call Type

Displays information for the specified call types.

Grouping Criteria

None

Agent Login Logout Activity Report

The Agent Login Logout Activity Report presents each agent's login and logout date and time for each login session during the report period, and the reason code that an agent entered when logging out.

Charts

The following chart is available:

Chart name

Description

Agent Login Logout Activity Report

Displays total logged-in time for each agent.

Fields

The report includes a table that displays the following information:

Field

Description

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Extension

Last active Unified CCX extension that Unified Communications Manager assigned to the agent.

Agent Login Details—LBLT

Less-than sign (<) indicates that the agent logged in before the report period. (LBLT = Logged In Before Login Time)

Agent Login Details—Login Time

Date and time that the agent logged in.

Agent Logout Details—LOALT

Greater-than sign (>) indicates that the agent is still logged in when the report is generated. (LOALT = Logged Out After Logout Time)

Agent Logout Details—Logout Time

Date and time that the agent logged out.

Logout Reason Code

Numeric reason code that the agent enters when the agent logs out from the desktop. Zero indicates that no logout reason code is configured or that the agent was unable to enter a reason code.

To view the list of reason codes and their descriptions, see the "Predefined reason codes" section below.

Logged-In Duration

Elapsed time between the login time and the logout time.

Summary info—Sum of values in this column.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

Team Names

Displays information for agents who belong to the specified teams.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Agent Name

Sorts data by agent name.

Predefined Reason Codes

Reason Code

State

Event

Event Description

22

Logout

SUP_AGT_TO_LOGOUT

Supervisor changes an agent’s state to Logout.

33

Not Ready

SUP_AGT_TO_NOT
READY

Supervisor changes an agent’s state to Not Ready.

32748

Logout

AGENT_DELETED

Agent is logged out from Unified CCX as the agent is deleted from Unified Communications Manager. This event is triggered when Unified CCX synchronizes the agent information with Unified Communications Manager.

32749

Not Ready

CANCEL_FEATURE

Agent's state changes from Talking to Not Ready because the Cancel feature is triggered during an Interactive Call Distribution (ICD) consult call between two agents.

When the consulting agent presses the Cancel softkey on the phone, the consulted agent is no longer associated with the ICD call, and the consulted agent's state changes to Not Ready. This feature is available only on some of the newer phones.

32750

Logout

AGT_IPCC_EXT_
CHANGED

Agent is logged out from Unified CCX because the agent’s Unified CCX extension changes in Unified Communications Manager.

32751

Ready

AGENT_SKIPS

Agent receives a preview outbound call and skips the call.

32752

Ready

CANCEL_RESERVATION

Agent receives a preview outbound call, decides to cancel the reservation, and presses the Cancel Reservation button on the desktop.

32753

Not Ready

LINE_RESTRICTED

Agent’s phone line is flagged as a restricted device by the administrator of Unified Communications Manager.

Attention:
If an agent’s line is added to the restricted list, it affects the function of RmCm subsystem.

If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the line remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: Click Here .

32754

Not Ready

DEVICE_RESTRICTED

Agent's device is flagged as a restricted device by the administrator of Unified Communications Manager.

Attention:
If an agent’s device is added to the Restricted list, it affects the function of RmCm subsystem.

If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the device remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: Click Here .

32755

Not Ready

CALL_ENDED

Agent moves to Not Ready state after handling a Unified CCX call. This event occurs in the following cases:

- Agent 1 is in Not Ready state and gets a consult call from Agent 2. After handling the call, Agent 1 moves back to Not Ready state.

- The Automatic Available option is disabled for the agent. After handling a call, agent moves to Not Ready state.

32756

Not Ready

PHONE_UP

Agent’s phone becomes active after it was in Phone Down state.

32757

Not Ready

CM_FAILOVER

Unified Communications Manager fails over, and the agent is moved to Not Ready state.

32758

Not Ready

WORK_TIMER_EXP

Agent’s state changes from Work to Not Ready. This change occurs if the Work state for that agent’s CSQ is associated with an expired wrap-up timer.

32759

Not Ready

PHONE_DOWN

Agent’s phone stops functioning and the agent is placed in the Unavailable state.

32760

Not Ready

AGT_LOGON

Agent logs in and is automatically placed in the Not Ready state.

32761

Not Ready

AGT_RCV_NON_ICD

Agent is logged in to the desktop or IP phone and receives a call that is not queued on the Unified CCX platform.

32762

Not Ready

AGT_OFFHOOK

Agent goes off hook to place a call. If the agent enters a reason code, that reason code is displayed. If the agent does not enter a reason code, the system issues this reason code.

32763

Not Ready

AGT_RNA

Agent fails to answer a Unified CCX call within the specified timeout period.

32764

Logout

CRS_FAILURE

Active server becomes the standby server, and the agent loses connection to the Unified CCX platform.

32765

Logout

CONNECTION_DOWN

IP Phone Agent or desktop stops functioning, or connection is disrupted.

32767

Logout

AGT_RELOGIN

Agent is logged in to one device (computer or phone) and tries to log in to a second device.

Agent Not Ready Reason Code Summary Report

The Agent Not Ready Reason Code Summary Report presents the time that each agent spent logged in. It shows the time that the agents spent in Not Ready state by Reason Code (RC). By default, up to eight predefined reason codes are displayed and additional information is categorized as Other Reason Codes.

This report can show information for each 30 or 60 minute interval within the report period.

The report does not display column headers for user-defined reason codes when filtering by those user-defined reason codes. The statistics for the reason codes that are selected in the filter are accurately calculated and displayed in the report, but these statistics appear under the column headers for the system-defined reason codes. This behavior is different than that of Historical Reporting Client, in which report headers are dynamically modified based on the report filter parameters.

To resolve this issue, create a custom grid view on the Agent Not Ready Reason Code Summary Report, renaming the default column headers to be descriptive of the user-defined reason codes. Then, select the matching reason codes from the Reason Code Value List that is populated in the filter. User-defined reason codes must be in the AgentStateDetail table to appear in the Reason Code Value List.

Note that there is no mapping between the header and the reason code that is selected in the filter. As a result, reason codes must be selected in the filter in the same order as the headers are defined in the view. Also, all reason codes must be selected in the filter if they have headers in the report, or the time in the selected reason codes will appear in the incorrect column as they are filled left to right in the grid.

Charts

The following chart is available:

Chart name

Description

Agent Not Ready Reason Code Summary Report

Displays the time agent spent in Not Ready state by reason code. Up to eight reason codes are displayed, and additional reason codes are listed under Other Reason Codes.

Fields

The report includes a table that displays the following information:

Field

Description

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Extension

Last active Unified CCX extension that Unified Communications Manager assigned to the agent.

Interval Start Time

Start date and time of each 30 or 60 minute interval or the start date and time for the report range.

Interval End Time

End date and time of each 30 or 60 minute interval or the end date and time for the report range.

Total Logged-in

Total time that the agent is logged in to Unified CCX.

Summary info—Sum of values in this column.

Total Not Ready

Total time that an agent spent in Not Ready state.

Summary info—Sum of values in this column.

Time in RC n1

Time that an agent spent in Not Ready state for the system-defined RC n1.

Summary info—Sum of values in this column.

Time in RC n2

Time that an agent spent in Not Ready state for the system-defined RC n2.

Summary info—Sum of values in this column.

Time in RC n3

Time that an agent spent in Not Ready state for the system-defined RC n3.

Summary info—Sum of values in this column.

Time in RC n4

Time that an agent spent in Not Ready state for the system-defined RC n4.

Summary info—Sum of values in this column.

Time in RC n5

Time that an agent spent in Not Ready state for the system-defined RC n5.

Summary info—Sum of values in this column.

Time in RC n6

Time that an agent spent in Not Ready state for the system-defined RC n6.

Summary info—Sum of values in this column.

Time in RC n7

Time that an agent spent in Not Ready state for the system-defined RC n7.

Summary info—Sum of values in this column.

Time in RC n8

Time that an agent spent in Not Ready state for the system-defined RC n8.

Summary info—Sum of values in this column.

Time in Other RCs

Time that an agent spent in Not Ready state for reasons that are not shown in the previous eight columns.

Summary info—Sum of values in this column.

To view the list of reason codes and their descriptions, see the "Predefined reason codes" section below.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Interval Length

The following options are available:

- Entire report range—Displays information based on the set start and end time, but it does not display information for specific intervals within the report period.

- Thirty (30) minutes—Displays information for 30 minute intervals within the report period. The first interval begins at the report start time, the next interval begins 30 minutes after the report start time, and so on.

- Sixty (60) minutes—Displays information for 60 minute intervals within the report period. The first interval begins at the report start time, the next interval begins 60 minutes after the report start time, and so on.

Note:
If you choose either "Thirty (30) minutes" or "Sixty (60) minutes" option, the report may take more time to display results compared to the "Entire report range" option. To reduce processing time, generate the report for a shorter query interval.

Resource Group Names

Displays information for agents who belong to the specified resource groups.

Agent List

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

Team Names

Displays information for agents who belong to the specified teams.

Reason Codes

Displays information for up to 16 selected reason codes. Additional reason codes are listed under Time in Other RCs.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Agent Name

Sorts data by agent name.

Predefined Reason Codes

Reason Code

State

Event

Event Description

22

Logout

SUP_AGT_TO_LOGOUT

Supervisor changes an agent’s state to Logout.

33

Not Ready

SUP_AGT_TO_NOT
READY

Supervisor changes an agent’s state to Not Ready.

32748

Logout

AGENT_DELETED

Agent is logged out from Unified CCX as the agent is deleted from Unified Communications Manager. This event is triggered when Unified CCX synchronizes the agent information with Unified Communications Manager.

32749

Not Ready

CANCEL_FEATURE

Agent's state changes from Talking to Not Ready because the Cancel feature is triggered during an Interactive Call Distribution (ICD) consult call between two agents.

When the consulting agent presses the Cancel softkey on the phone, the consulted agent is no longer associated with the ICD call, and the consulted agent's state changes to Not Ready. This feature is available only on some of the newer phones.

32750

Logout

AGT_IPCC_EXT_
CHANGED

Agent is logged out from Unified CCX because the agent’s Unified CCX extension changes in Unified Communications Manager.

32751

Ready

AGENT_SKIPS

Agent receives a preview outbound call and skips the call.

32752

Ready

CANCEL_RESERVATION

Agent receives a preview outbound call, decides to cancel the reservation, and presses the Cancel Reservation button on the desktop.

32753

Not Ready

LINE_RESTRICTED

Agent’s phone line is flagged as a restricted device by the administrator of Unified Communications Manager.

Attention:
If an agent’s line is added to the restricted list, it affects the function of RmCm subsystem.

If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the line remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: Click Here .

32754

Not Ready

DEVICE_RESTRICTED

Agent's device is flagged as a restricted device by the administrator of Unified Communications Manager.

Attention:
If an agent’s device is added to the Restricted list, it affects the function of RmCm subsystem.

If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the device remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: Click Here .

32755

Not Ready

CALL_ENDED

Agent moves to Not Ready state after handling a Unified CCX call. This event occurs in the following cases:

- Agent 1 is in Not Ready state and gets a consult call from Agent 2. After handling the call, Agent 1 moves back to Not Ready state.

- The Automatic Available option is disabled for the agent. After handling a call, agent moves to Not Ready state.

32756

Not Ready

PHONE_UP

Agent’s phone becomes active after it was in Phone Down state.

32757

Not Ready

CM_FAILOVER

Unified Communications Manager fails over, and the agent is moved to Not Ready state.

32758

Not Ready

WORK_TIMER_EXP

Agent’s state changes from Work to Not Ready. This change occurs if the Work state for that agent’s CSQ is associated with an expired wrap-up timer.

32759

Not Ready

PHONE_DOWN

Agent’s phone stops functioning and the agent is placed in the Unavailable state.

32760

Not Ready

AGT_LOGON

Agent logs in and is automatically placed in the Not Ready state.

32761

Not Ready

AGT_RCV_NON_ICD

Agent is logged in to the desktop or IP phone and receives a call that is not queued on the Unified CCX platform.

32762

Not Ready

AGT_OFFHOOK

Agent goes off hook to place a call. If the agent enters a reason code, that reason code is displayed. If the agent does not enter a reason code, the system issues this reason code.

32763

Not Ready

AGT_RNA

Agent fails to answer a Unified CCX call within the specified timeout period.

32764

Logout

CRS_FAILURE

Active server becomes the standby server, and the agent loses connection to the Unified CCX platform.

32765

Logout

CONNECTION_DOWN

IP Phone Agent or desktop stops functioning, or connection is disrupted.

32767

Logout

AGT_RELOGIN

Agent is logged in to one device (computer or phone) and tries to log in to a second device.

Agent State Detail Report

The Agent State Detail Report presents information that is related to agent state changes.

Charts

The following chart is available:

Chart name

Description

Agent State Detail Report

Displays time spent by the agent in agent states.

Fields

The report includes a table that displays the following information:

Field

Description

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Extension

Last active Unified CCX extension that Unified Communications Manager assigned to the agent.

State Transition Time

Date and time that the agent moved to a state.

Agent State

State of the agent—Logged-In, Logout, Not Ready, Ready, Reserved, Talk, or Work.

Reason Code

Reason code for the agent moving to Logout state or Not Ready state. Zero indicates that no logout reason code is configured or that the agent was unable to enter a reason code. It is also zero for other states.

To view the list of reason codes and their descriptions, see the "Predefined reason codes" section below.

Duration

Time that the agent spent in a state.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Resource Group Names

Displays information for agents who belong to the specified resource groups.

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

Team Names

Displays information for agents who belong to the specified teams.

Grouping Criteria

None

Predefined Reason Codes

Reason Code

State

Event

Event Description

22

Logout

SUP_AGT_TO_LOGOUT

Supervisor changes an agent’s state to Logout.

33

Not Ready

SUP_AGT_TO_NOT
READY

Supervisor changes an agent’s state to Not Ready.

32748

Logout

AGENT_DELETED

Agent is logged out from Unified CCX as the agent is deleted from Unified Communications Manager. This event is triggered when Unified CCX synchronizes the agent information with Unified Communications Manager.

32749

Not Ready

CANCEL_FEATURE

Agent's state changes from Talking to Not Ready because the Cancel feature is triggered during an Interactive Call Distribution (ICD) consult call between two agents.

When the consulting agent presses the Cancel softkey on the phone, the consulted agent is no longer associated with the ICD call, and the consulted agent's state changes to Not Ready. This feature is available only on some of the newer phones.

32750

Logout

AGT_IPCC_EXT_
CHANGED

Agent is logged out from Unified CCX because the agent’s Unified CCX extension changes in Unified Communications Manager.

32751

Ready

AGENT_SKIPS

Agent receives a preview outbound call and skips the call.

32752

Ready

CANCEL_RESERVATION

Agent receives a preview outbound call, decides to cancel the reservation, and presses the Cancel Reservation button on the desktop.

32753

Not Ready

LINE_RESTRICTED

Agent’s phone line is flagged as a restricted device by the administrator of Unified Communications Manager.

Attention:
If an agent’s line is added to the restricted list, it affects the function of RmCm subsystem.

If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the line remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: Click Here .

32754

Not Ready

DEVICE_RESTRICTED

Agent's device is flagged as a restricted device by the administrator of Unified Communications Manager.

Attention:
If an agent’s device is added to the Restricted list, it affects the function of RmCm subsystem.

If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the device remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: Click Here .

32755

Not Ready

CALL_ENDED

Agent moves to Not Ready state after handling a Unified CCX call. This event occurs in the following cases:

- Agent 1 is in Not Ready state and gets a consult call from Agent 2. After handling the call, Agent 1 moves back to Not Ready state.

- The Automatic Available option is disabled for the agent. After handling a call, agent moves to Not Ready state.

32756

Not Ready

PHONE_UP

Agent’s phone becomes active after it was in Phone Down state.

32757

Not Ready

CM_FAILOVER

Unified Communications Manager fails over, and the agent is moved to Not Ready state.

32758

Not Ready

WORK_TIMER_EXP

Agent’s state changes from Work to Not Ready. This change occurs if the Work state for that agent’s CSQ is associated with an expired wrap-up timer.

32759

Not Ready

PHONE_DOWN

Agent’s phone stops functioning and the agent is placed in the Unavailable state.

32760

Not Ready

AGT_LOGON

Agent logs in and is automatically placed in the Not Ready state.

32761

Not Ready

AGT_RCV_NON_ICD

Agent is logged in to the desktop or IP phone and receives a call that is not queued on the Unified CCX platform.

32762

Not Ready

AGT_OFFHOOK

Agent goes off hook to place a call. If the agent enters a reason code, that reason code is displayed. If the agent does not enter a reason code, the system issues this reason code.

32763

Not Ready

AGT_RNA

Agent fails to answer a Unified CCX call within the specified timeout period.

32764

Logout

CRS_FAILURE

Active server becomes the standby server, and the agent loses connection to the Unified CCX platform.

32765

Logout

CONNECTION_DOWN

IP Phone Agent or desktop stops functioning, or connection is disrupted.

32767

Logout

AGT_RELOGIN

Agent is logged in to one device (computer or phone) and tries to log in to a second device.

Agent State Summary by Agent Report

The Agent State Summary by Agent Report presents the length and percentage of time that the agent spent in all the states.

Charts

The following chart is available:

Chart name

Description

Time Spent in Agent State by Agent

Displays the time spent by the agent in each agent state.

Fields

The report includes a table that displays the following information:

Field

Description

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Extension

Last active Unified CCX extension that Unified Communications Manager assigned to the agent.

Interval Start Time

Start date and time of each 30 or 60 minute interval or the start date and time for the report range.

Interval End Time

End date and time of each 30 or 60 minute interval or the end date and time for the report range.

Total Logged-in Time

Total time that the agent is logged in to Unified CCX.

Summary info—Sum of values in this column.

Not Ready Time—Not Ready

Time that the agent spent in Not Ready state.

Summary info—Sum of values in this column.

Not Ready Time—% Not Ready

Percentage of time that the agent spent in Not Ready state.

Summary info—Overall percentage.

Ready Time—Ready

Time that the agent spent in Ready state.

Summary info—Sum of values in this column.

Ready Time—% Ready

Percentage of time that the agent spent in Ready state.

Summary info—Overall percentage.

Reserved Time—Reserved

Time that the agent spent in Reserved state.

Summary info—Sum of values in this column.

Reserved Time—% Reserved

Percentage of time that the agent spent in Reserved state.

Summary info—Overall percentage.

Talk Time—Talking

Time that the agent spent in Talking state.

Summary info—Sum of values in this column.

Talk Time—% Talking

Percentage of time that the agent spent in Talking state.

Summary info—Overall percentage.

Work Time—Work

Time that the agent spent in Work state.

Summary info—Sum of values in this column.

Work Time—% Work

Percentage of time that the agent spent in Work state.

Summary info—Overall percentage.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Interval Length

The following options are available:

- Entire report range—Displays information based on the set start and end time, but it does not display information for specific intervals within the report period.

- Thirty (30) minutes—Displays information for 30 minute intervals within the report period. The first interval begins at the report start time, the next interval begins 30 minutes after the report start time, and so on.

- Sixty (60) minutes—Displays information for 60 minute intervals within the report period. The first interval begins at the report start time, the next interval begins 60 minutes after the report start time, and so on.

Note:
If you choose either "Thirty (30) minutes" or "Sixty (60) minutes" option, the report may take more time to display results compared to the "Entire report range" option. To reduce processing time, generate the report for a shorter query interval.

Resource Group Names

Displays information for agents who belong to the specified resource groups.

- For logged-in and idle time, displays information of the agent, only for the time when the agent belonged to one of the selected resource groups.

- For all other report parameters, displays information of the agent without considering the time when the agent belonged to one of the selected resource groups.

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

- For logged-in and idle time, this report displays information of the agent, only for the time when the agent was associated with one of the selected skills.

- For all other report parameters, this report displays information of the agent without considering the time when the agent was associated with one of the selected skills.

Team Names

Displays information for agents who belong to the specified teams.

- For logged-in and idle time, this report displays information of the agent, only for the time when the agent belonged to one of the selected teams.

- For all other report parameters, this report displays information of the agent without considering the time when the agent belonged to one of the selected teams.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Agent Name

Sorts data by agent name.

Agent State Summary by Interval Report

The Agent State Summary by Interval Report presents the duration and percentage of time that the agent spent in the agent states.

Charts

The following chart is available:

Chart name

Description

Time Spent in Agent State by Interval

Displays the time spent by agents in agent states.

Fields

The report includes a table that displays the following information:

Field

Description

Agent Name

First name and last name of the agent.

Agent_ID

Login ID of the agent.

Extension

Last active Unified CCX extension that Unified Communications Manager assigned to the agent.

Interval Start Time

Start date and time of each 30 or 60 minute interval or the report range's begin date and time.

Interval End Time

End date and time of each 30 or 60 minute interval or the report range's end date and time.

Total Logged-in

Total time that the agent is logged in to the Unified CCX.

Summary info—Sum of values in this column.

Not Ready Time—Time

Time that the agent spent in Not Ready state.

Summary info—Sum of values in this column.

Not Ready Time—%

Percentage of time that the agent spent in Not Ready state.

Summary info—Overall percentage.

Ready Time—Time

Time that the agent spent in Ready state.

Summary info—Sum of values in this column.

Ready Time—%

Percentage of time that the agent spent in Ready state.

Summary info—Overall percentage.

Reserved Time—Time

Time that the agent spent in Reserved state.

Summary info—Sum of values in this column.

Reserved Time—%

Percentage of time that the agent spent in Reserved state.

Summary info—Overall percentage.

Talk Time—Time

Time that the agent spent in Talking state.

Summary info—Sum of values in this column.

Talk Time—%

Percentage of time that the agent spent in Talking state.

Summary info—Overall percentage.

Work Time—Time

Time that the agent spent in Work state.

Summary info—Sum of values in this column.

Work Time—%

Percentage of time that the agent spent in Work state.

Summary info—Overall percentage.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Interval Length

The following options are available:

- Entire report range—Displays information based on the set start and end time, but it does not display information for specific intervals within the report period.

- Thirty (30) minutes—Displays information for 30 minute intervals within the report period. The first interval begins at the report start time, the next interval begins 30 minutes after the report start time, and so on.

- Sixty (60) minutes—Displays information for 60 minute intervals within the report period. The first interval begins at the report start time, the next interval begins 60 minutes after the report start time, and so on.

Note:
If you choose either "Thirty (30) minutes" or "Sixty (60) minutes" option, the report may take more time to display results compared to the "Entire report range" option. To reduce processing time, generate the report for a shorter query interval.

Resource Group Names

Displays information for agents who belong to the specified resource groups. The report displays information only for the time when the agent was part of one of the selected resource groups.

Agent Names

Displays information for the selected agents.

Skill Names

Displays information for agents who possess the selected skills. The report displays information only for the time when the agent possessed one of the selected skills.

Team Names

Displays information for agents who belong to the selected teams. The report displays information only for the time when the agent was part of one of the selected teams.

Grouping Criteria

None

Agent Summary Report

The Agent Summary Report contains a summary of agent activities, including call and agent state activities.

Note

The average talk time, maximum talk time, hold time, and others are only for inbound Automatic Call Distribution (ACD) calls that are received by the agent. These values are incremented for every inbound call, but for outbound calls the field values are not incremented. The values are zero.

Charts

The following charts are available:

Chart name

Description

Average Talk Time, Hold Time & Work Time by Agent

Displays the average time that an agent spends in Talking and Work states, and the time the agent puts the calls on hold.

Call Handle Ratio by Agent

Displays the number of calls handled by an agent divided by the number of calls routed to that agent.

Total Calls Handled by Agent

Displays the number of calls handled by an agent.

Fields

The report includes a table that displays the following information:

Field

Description

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Extension

Last active Unified CCX extension that Unified Communications Manager assigned to the agent.

Average Logged in Time

Average logged-in time = Logged-in time of the agent / Number of logged-in sessions of the agent

Calls Handled

Calls that are connected to the agent.

- If the agent establishes a conference with another agent, this value increases by one for the conferenced agent.

- If the agent transfers a call and the call is transferred back to the agent, this value increases by two.

Summary info—Sum of values in this column.

Calls Presented

Calls that are sent to the agent, regardless of whether the agent picks up the call.

If a call is connected to an agent, transferred to another agent, and then transferred back to the original agent, the value for the original agent increases by two (once for each time the call was presented).

Summary info—Sum of values in this column.

Handle Ratio

Handle ratio = Calls that the agent handled / Calls that are routed to the agent

Summary info—Overall percentage.

Handle Time—Avg

Average handle time for all calls that the agent handled.

Handle time = Talk time + Hold time + Work time

Handle Time—Max

Longest handle time of any call that the agent handled.

Talk Time—Avg

Average talk time for calls that the agent handled.

Elapsed time between the time an agent connects to a call and time when the call is disconnected or transferred, not including hold time.

Talk Time—Max

Longest talk time of any call that the agent handled.

Hold Time—Avg

Average hold time for calls that the agent handled.

Hold Time—Max

Longest hold time of any call that the agent handled.

Work Time—Avg

Average time that an agent spent in Work state after calls.

Work Time—Max

Longest time that an agent spent in Work state after a call.

Idle Time—Avg

Average time that an agent spent in Not Ready state.

Idle Time—Max

Longest time that an agent spent in Not Ready state.

Filter Criteria

You can filter using any one of the following parameters:

Note

For Top N and Bottom N parameters, specify the number (N) of agents. For example, if you specify 3 for the Top N Calls Handled/Presented Ratio parameter, the report shows the three agents with the largest ratios. If there are more than n agents, where n is the number that you specify, have identical largest or smallest values, the report shows the first n agents in alphabetical order.

Filter parameter

Result

Resource Group Names

Displays information for agents who belong to the specified resource groups.

- For logged-in and idle time, displays information of the agent, only for the time when the agent belonged to one of the selected resource groups.

- For all other report parameters, displays information of the agent without including the time when the agent belonged to one of the selected resource groups.

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

- For logged-in and idle time, displays information of the agent, only for the time when the agent was associated with one of the selected skills.

- For all other report parameters, displays information of the agent without including the time when the agent was associated with one of the selected skills.

Team Names

Displays information for agents who belong to the specified teams.

- For logged-in and idle time, this report displays information of the agent, only for the time when the agent belonged to one of the selected teams.

- For all other report parameters, this report displays information of the agent without including the time when the agent belonged to one of the selected teams.

Top N Calls Handled / Presented Ratio

Displays information for agents with the largest ratios of calls handled to calls routed.

Bottom N Calls Handled / Presented Ratio

Displays information for agents with the smallest ratios of calls handled to calls routed.

Top N Avg Hold Time

Displays information for agents with the longest average hold times.

Bottom N Avg Hold Time

Displays information for agents with the shortest average hold times.

Top N Avg Talk Time

Displays information for agents with the longest average talk times.

Bottom N Avg Talk Time

Displays information for agents with the shortest average talk times.

Top N Avg Work Time

Displays information for agents with the longest average work times.

Bottom N Avg Work Time

Displays information for agents with the shortest average work times.

Top N Avg Handle Time

Displays information for agents with the longest average handle times.

Bottom N Avg Handle Time

Displays information for agents with the shortest average handle times.

Grouping Criteria

None

Agent Wrap-up Data Summary Report

The Agent Wrap-up Data Summary Report presents information about wrap-up data.

Charts

The following charts are available:

Chart name

Description

Total ACD Calls by Wrap-up Data

Displays the number of calls handled by agents for a wrap-up data.

Avg Handle, Talk, Work Time by Wrap-up Data

Displays the handle time, talk time, and work time by agents for a wrap-up data.

Fields

The report includes a table that displays the following information:

Field

Description

Wrap-Up Data

Wrap-up data entered by the agent in Work state.

Total ACD Calls

Automatic Call Distribution (ACD) calls that are associated with the wrap-up data.

Summary info—Sum of values in this column.

Total Handle

Total handle time for the ACD calls that are associated with the wrap-up data.

Handle time = Talk time + Hold time + Work time

Summary info—Sum of values in this column.

Average Handle

Average handle time = Total handle time / Total ACD calls for this wrap-up data

Summary info—Overall percentage.

Max Handle

Maximum handle time of the ACD calls that are associated with the wrap-up data.

Summary info—Maximum value in this column.

Total Talk

Total time that the agent spent in Talking state.

Summary info—Sum of values in this column.

Avg Talk

Average talk time = Total talk time / Total ACD calls for this wrap-up data

Summary info—Overall percentage.

Max Talk

Maximum time that the agent spent in Talking state.

Summary info—Maximum value in this column.

% Talk / Handle

% Talk time = Total talk time / Total handle time for this wrap-up data. This total is then converted to percentage format.

Summary info—Overall percentage.

Total Work

Total time that the agents spent in the Work state for all ACD calls that are associated with the wrap-up data.

Summary info—Sum of values in this column.

Avg Work

Average work time = Total work time / Total ACD calls for this wrap-up data

Summary info—Overall percentage.

Max Work

Maximum time spent by the agents in the Work state for all the ACD calls that are associated with the wrap-up data.

Summary info—Maximum value in this column.

% Work / Handle

% Work time = Total work time / Total handle time for this wrap-up data. This total is then converted to percentage format.

Summary info—Overall percentage.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

Wrap Up Data List

Displays statistics of the specified wrap-up data.

Grouping Criteria

None

Agent Wrap-up Data Detail Report

The Agent Wrap-up Data Detail Report displays the details entered by an agent when the agent enters Work state after attending an Automatic Call Distribution (ACD) call. With the wrap-up data feature, the agent can enter the Work state to update data that is associated with the call. This report provides information about incoming ACD calls and preview outbound calls.

Charts

The following chart is available:

Chart name

Description

Total Calls by Agent and Wrap-up Data

Displays the number of calls that are handled by agents for a wrap-up data.

Fields

The report includes a table that shows the following information:

Field

Description

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Extension

Unified CCX extension that Unified Communications Manager assigned to the agent.

NodeID-SessionID-Seq Number

Node ID is the unique numeric ID, which starts from 1, that the system assigns to each Unified CCX server in the cluster.

Session ID is the unique session ID that the system assigns to a call.

Session sequence number is the number that the system assigns to each call leg. The session sequence number increases by 1 for each leg of a call.

Together, these three values uniquely identify an ACD call that is processed by the system.

Call Start Time

Date and time that the agent is connected to the call.

Call End Time

Date and time that the call is disconnected by the agent.

Call ANI

Telephone number of the calling party. (ANI = Automatic Number Identification)

Called Number

Telephone number that is dialed by the calling party.

Call Routed CSQ

Contact Service Queue (CSQ) to which the call is routed and handled. A call can be queued to multiple CSQs.

Skills

Skills that are associated with the CSQ that handled the call.

Talk Time

Time that the agent spent in Talking state.

Summary info—Sum of values in this column.

Hold Time

Time that the agent put the calls on hold.

Summary info—Sum of values in this column.

Work Time

Time that the agent spent in Work state after the call.

Summary info—Sum of values in this column.

Wrap-up Data

Wrap-up data that is entered by the agent in Work state.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Resource Group Names

Displays information for agents who belong to the specified resource groups.

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

Team Names

Displays information for agents who belong to the specified teams.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Agent Name

Sorts data by agent name.

Call Custom Variables Report

The Call Custom Variables Report shows information about custom variables set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call.

Charts

None

Fields

The report includes a table that shows the following information:

Field

Description

Node ID – Session ID – Sequence No

Node ID is the unique numeric ID, which starts from 1, that the system assigns to each Unified CCX server in the cluster.

Session ID is the unique session ID that the system assigns to a call.

Session sequence number is the number that the system assigns to each call leg. The session sequence number increases by 1 for each leg of a call.

Together, these three values uniquely identify an Automatic Call Distribution (ACD) call that is processed by the system.

Start Time

Date and time the call starts.

End Time

Date and time the call was disconnected, transferred, or redirected.

Contact Disposition

Disposition of the call.

- 1—Abandoned

- 2—Handled

- 4—Aborted

- 5 to 98—Rejected

- 99—Cleaned

Agent Name

First name and last name of the agent.

Application Name

Unified CCX or Unified IP IVR application that is associated with the route point.

Custom Variable 1

Contents of the variable _ccdrVar1. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 2

Contents of the variable _ccdrVar2. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 3

Contents of the variable _ccdrVar3. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 4

Contents of the variable _ccdrVar4. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 5

Contents of the variable _ccdrVar5. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 6

Contents of the variable _ccdrVar6. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 7

Contents of the variable _ccdrVar7. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 8

Contents of the variable _ccdrVar8. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 9

Contents of the variable _ccdrVar9. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 10

Contents of the variable _ccdrVar10. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Filter Criteria

Note

For the custom variable parameters, enter a whole string or a substring to search, and separate multiple strings with commas.

You can filter using any one of the following parameters:

Filter Parameter

Result

Original Called Number

Displays information for the specified original called numbers.

Called Number

Displays information for the specified called numbers.

Calling Number

Displays information for the specified calling numbers. The calling number is the same as the Originator DN.

Application Name

Displays information for the specified applications.

Contact Type

Displays information for the specified contact types.

- 1 = Incoming. Outside call that is received by Unified CCX.

- 2 = Outgoing. Call that originated from the Unified CCX Computer Telephony Interface (CTI) port, other than the call that is made within the system.

- 3 = Internal. Call that is transferred or conferenced between agents, or a call that is made within the system.

- 4 = Redirect. A previous call leg that redirected the call to this leg.

- 5 = Transfer-in. A previous call leg that transferred the call to this leg.

- 6 = Preview Outbound. Call that originated from a Unified CCX agent phone to an outside destination, after an agent accepts a preview call.

- 7 = IVR Outbound. Call that originated from a Unified CCX outbound dialer to an outside destination for an IVR outbound campaign.

- 8 = Agent Outbound. Call that originated from a Unified CCX outbound dialer to an outside destination for an agent progressive or predictive outbound campaign.

Originator Type

Displays information for the specified originator types.

- 1= Agent. Call that originated from an agent. Displays the Unified CCX extension of the agent.

- 2 = Device. Call that originated from a device that is not associated to an agent or from a device that is associated to an agent, but the agent is not currently logged in. Displays the Computer Telephony Interface (CTI) port number that is associated with the route point that the caller dialed.

- 3 = Unknown. Call that originated from an outside caller through a gateway or from an unmonitored device. Displays the telephone number of the caller.

Destination Type

Displays information for the specified destination types.

- 1 = Agent. Call that is presented to an agent. Displays the Unified CCX extension or the non-Unified CCX extension of the agent.

- 2 = Device. Call that is presented to a route point. Displays the CTI port number that is associated with the route point on which the call is answered.

- 3 = Unknown. Call that is presented either to an outside destination through a gateway or to an unmonitored device. Displays the telephone number that is dialed.

Duration Greater Than Equal to T seconds

Displays calls with duration greater than or equal to the number of seconds specified by T.

Duration Less Than Equal to T seconds

Displays calls with duration less than or equal to the number of seconds specified by T.

Custom Variable 1

Displays calls for which Custom Variable 1 contains the string or any of the substrings.

Custom Variable 2

Displays calls for which Custom Variable 2 contains the string or any of the substrings.

Custom Variable 3

Displays calls for which Custom Variable 3 contains the string or any of the substrings.

Custom Variable 4

Displays calls for which Custom Variable 4 contains the string or any of the substrings.

Custom Variable 5

Displays calls for which Custom Variable 5 contains the string or any of the substrings.

Custom Variable 6

Displays calls for which Custom Variable 6 contains the string or any of the substrings.

Custom Variable 7

Displays calls for which Custom Variable 7 contains the string or any of the substrings.

Custom Variable 8

Displays calls for which Custom Variable 8 contains the string or any of the substrings.

Custom Variable 9

Displays calls for which Custom Variable 9 contains the string or any of the substrings.

Custom Variable 10

Displays calls for which Custom Variable 10 contains the string or any of the substrings.

Any Custom Variable

Displays calls with any of the 10 custom variables containing the string or any of the substrings.

Grouping Criteria

None

Called Number Summary Activity Report

The Called Number Summary Activity Report presents information about all the numbers that are dialed by an inside or outside caller. This report includes information for calls to Unified CCX and Unified IP IVR applications, and calls to agents.

Charts

The following charts are available:

Chart name

Description

Average Call Duration by Called Number

Displays the average call time for a dialed number.

Total Calls by Called Number

Displays the number of calls to each number, including calls to applications and agents.

Fields

The report includes a table that displays the following information:

Field

Description

Called Number

Route point number associated with the application or extension of the destination agent.

Call Type

Call to an application or call to an agent.

- 1 = Conference.—Conference call.

- 2 = Inbound ACD.—Unified CCX call that is handled by an agent.

- 3 = Inbound non-ACD on IPCC.—Non-Unified CCX call that is received by the agent on a Unified CCX extension.

- 4 = Inbound non-ACD on non-IPCC.—Non-Unified CCX call that is received by the agent on a non-Unified CCX extension.

- 5 = Outbound on IPCC.—Call that an agent dials on a Unified CCX extension.

- 6 = Outbound on non-IPCC.—Call that an agent dials on a non-Unified CCX extension.

- 7 = Transfer-In.—Call that is transferred to an agent.

- 8 = Transfer-Out.—Call that the agent transfers out.

Total Calls

Number of calls to each number.

Summary info—Sum of values in this column.

Avg Calls (per day)

Average number of calls per day.

Avg Call Duration

Average duration of calls to each telephone number.

Filter Criteria

None

Grouping criteria

None

Common Skill CSQ Activity Report

The Common Skill CSQ Activity Report presents summary information about calls presented, handled, and abandoned for each group of Contact Service Queues (CSQ). CSQ groups consist of CSQs that are configured with the same skills and with different competence levels. (Such groups consist of CSQs that are configured with the same skills and with different competence levels.)

This report is designed for customers who have logical CSQs configured. A logical CSQ is a group of CSQs configured with the same skill, but with different competence levels. When a call comes in to a script that uses the "logical CSQ" approach, it first goes to the CSQ with the lowest skill level. If the wait time exceeds the predefined threshold, then the call goes to the next higher skill level. The same incoming call can flow within the same group of CSQs.

This report shows information for each 30 or 60-minute interval within the report period. It is particularly useful for logical CSQs. If you do not have logical CSQs configured, you can use other CSQ reports (Contact Service Queue Activity Report and Contact Service Queue Activity Report by Interval/CSQ).

Charts

The following chart is available:

Chart name

Description

Common Skill CSQ Activity Report

Displays number of handled calls and abandoned calls for a day.

Fields

The report includes a table that displays the following information:

Field

Description

Skills

Skills that are associated with the CSQ to which the call is routed.

Interval Start Time

Start date and time of each 30 or 60 minute interval or the start date and time for the report range.

Interval End Time

End date and time of each 30 or 60 minute interval or the end date and time for the report range.

CSQ Name

Name of the CSQ that routed the call to the agent.

Calls Presented—Total

Calls offered to each individual CSQ within the group, regardless of whether the agent answered the call.

Summary info—Sum of values in this column.

Calls Presented—Avg Queue Time

Average queue time for the calls routed to the CSQ.

Calls Presented— Max Queue Time

Longest queue of all calls routed to the CSQ (abandoned, handled, aborted, or rejected).

Calls Handled—Total

Number of calls that are handled by the CSQ. A call is handled if a caller is connected to an agent while queued for this CSQ.

Summary info—Sum of values in this column.

Calls Handled—Avg Handle Time

Average handle time for all calls that the CSQ handled.

Handle time = Talk time + Hold time + Work time

Summary info—Overall average handle time = Total handle time / Total calls handled

Calls Handled—Max Handle Time

Longest handle time for any call that the CSQ handled.

Summary info—Maximum value in this column.

Calls Abandoned—Total

Number of calls that are routed to the CSQ but are not answered by an agent because the caller hung up or is disconnected.

Summary info—Sum of values in this column.

Calls Abandoned—Avg Queue Time

Average time that the calls spent in the queue before being abandoned.

Calls Abandoned—Max Queue Time

Maximum time a call spent in the queue before being abandoned.

Service Level—Percentage SL Met

(Calls handled within service level / Calls presented) * 100%

Summary info—Overall percentage.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Interval Length

The following options are available:

- Entire report range—Displays information based on the set start and end time, but it does not display information for specific intervals within the report period.

- Thirty (30) minutes—Displays information for 30 minute intervals within the report period. The first interval begins at the report start time, the next interval begins 30 minutes after the report start time, and so on.

- Sixty (60) minutes—Displays information for 60 minute intervals within the report period. The first interval begins at the report start time, the next interval begins 60 minutes after the report start time, and so on.

Note:
If you choose either "Thirty (30) minutes" or "Sixty (60) minutes" option, the report may take more time to display results compared to the "Entire report range" option. To reduce processing time, generate the report for a shorter query interval.

CSQ Names

Displays information for the specified CSQs.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Skills

Sorts data by skills.

Contact Service Queue Activity by CSQ Report

The Contact Service Queue Activity by CSQ Report presents information about service levels, and the number and percentage of calls presented, handled, abandoned, and dequeued. It presents information for each 30 or 60 minute interval within the report period.

Note

If agents are already receiving calls from a Contact Service Queue (CSQ) and you change the skill level of the CSQ, then the report displays one record with the old CSQ ID and another record with the new CSQ ID for the same CSQ.

Charts

The following charts are available:

Chart name

Description

Calls Handled, Abandoned, and Dequeued by CSQ

Displays the number of calls handled, abandoned, and dequeued for a CSQ.

Total Calls That Met Service Level by CSQ

Displays the number of calls handled and calls handled within the time entered in the Service Level field for a CSQ. The Service Level field is set by the administrator.

Fields

The report includes a table that displays the following information:

Field

Description

CSQ Name

CSQ to which the call is queued.

CSQ ID

Unique ID of the CSQ.

Call Skills

Skills that are associated with the CSQ to which the call is routed.

Interval Start Time

Start date and time of each 30 or 60 minute interval or the start date and time for the report range.

Interval End Time

End date and time of each 30 or 60 minute interval or the end date and time for the report range.

Service Level (sec)

Value that was entered in the Service Level field when the CSQ was set up in Unified CCX Administration. If the service level changes during the report period, the report shows the old and new service level values.

Calls Handled < Service Level

Calls that are handled within the time shown in the Service Level field. A call is handled when an agent picks up the call.

Summary info—Sum of values in this column.

Calls Abandoned < Service Level

Calls that are abandoned within the time shown in the Service Level field. A call is abandoned if the call disconnects before connecting to an agent.

Summary info—Sum of values in this column.

Percentage of Service Level Met—Only Handled

Percentage of handled calls that were handled within the time shown in the Service Level field. This value is calculated as follows:

(Number of calls handled within service level / Number of calls handled) x 100%

Summary info—Overall percentage of handled calls that met the handled service level.

Percentage of Service Level Met—With No Abandoned Calls

Percentage of presented calls, not counting abandoned calls, handled within the time shown in the Service Level field. This value is calculated as follows:

(Number of calls handled within the service level / (Number of calls presented – Number of calls abandoned within the service level) x 100%

Summary info—Overall percentage of presented calls that met the handle service level (excluding the calls that met the abandoned service level).

Percentage of Service Level Met—With Abandoned Calls Counted Positively

Percentage of presented calls that are handled or abandoned within the time shown in the Service Level field. For this value, calls abandoned within the time shown in the Service Level field are considered to have met that service level. This value is calculated as follows:

([Number of calls handled within the service level + Number of calls abandoned within the service level] / Number of calls presented) x 100%

Summary info—Overall percentage of presented calls that met either the handled or the abandoned service level.

Percentage of Service Level Met—With Abandoned Calls Counted Negatively

Percentage of presented calls that are handled within the time shown in the Service Level field. For this value, calls abandoned within the time shown in the Service Level field have not met that service level. This value is calculated as follows:

(Number of calls handled within the service level / Number of calls presented) x 100%

Summary info—Overall percentage of presented calls that met the handled service level.

Calls Presented

Calls routed to the CSQ regardless of whether an agent picked up the call.

Summary info—Sum of values in this column.

Calls Handled—Handled

Number of calls that are handled by the CSQ.

Summary info—Sum of values in this column.

Calls Handled—%

Percentage of calls that were handled by the CSQ. The percentage is calculated as follows:

(Number of calls handled) / (Number of calls presented) x 100%

Summary info—Overall percentage.

Calls Abandoned—Abandoned

Number of calls that were routed to the CSQ and were abandoned.

Summary info—Sum of values in this column.

Calls Abandoned—%

Percentage of calls that were routed to the CSQ and were abandoned. The percentage is calculated as follows:

(Number of calls abandoned / Number of calls presented) x 100%

Summary info—Overall percentage.

Calls Dequeued—Dequeued

Number of calls that were dequeued.

Summary info—Sum of values in this column.

Calls Dequeued—%

Percentage of calls that were dequeued. The percentage is calculated as follows:

(Number of calls dequeued / Number of calls presented) x 100%

Summary info—Overall percentage.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Interval Length

The following options are available:

- Entire report range—Displays information based on the set start and end time, but it does not display information for specific intervals within the report period.

- Thirty (30) minutes—Displays information for 30 minute intervals within the report period. The first interval begins at the report start time, the next interval begins 30 minutes after the report start time, and so on.

- Sixty (60) minutes—Displays information for 60 minute intervals within the report period. The first interval begins at the report start time, the next interval begins 60 minutes after the report start time, and so on.

Note:
If you choose either "Thirty (30) minutes" or "Sixty (60) minutes" option, the report may take more time to display results compared to the "Entire report range" option. To reduce processing time, generate the report for a shorter query interval.

CSQ Names

Displays information for the specified CSQs.

Grouping Criteria

None

Contact Service Queue Activity Report

The Contact Service Queue Activity Report presents a summary of calls that are presented, handled, abandoned, and dequeued from each Contact Service Queue (CSQ). It also shows the calls that are handled by workflows in other CSQs, and average and maximum time information for calls handled, abandoned, and dequeued.

Charts

The following charts are available:

Chart name

Description

Average Handle Time by CSQ

Displays the average handle time for handled calls for a CSQ.

Average Speed of Answer by CSQ

Displays the average speed of answer for handled calls for a CSQ.

Average Time to Abandon by CSQ

Displays the average time calls spent in the queue before being abandoned from a CSQ.

Average Time to Dequeue by CSQ

Displays the average time calls spent in the queue before being dequeued from a CSQ.

Max Queue Time For Call Presented by CSQ

Longest queue time the calls spent in queue for a CSQ.

Fields

The report includes a table that displays the following information:

Field

Description

CSQ Name

CSQ to which the call is queued.

CSQ ID

Unique ID of the CSQ.

Skills

Skills that are associated with the CSQ to which the call is routed.

Calls Presented

Number of calls routed to the CSQ, regardless of whether an agent picked up the call.

Summary info—Sum of values in this column.

Avg Queue Time

Average queue time for all calls routed to the CSQ.

Max Queue Time

Longest queue time of any one call that was routed to the CSQ.

Summary info—Maximum value in this column.

Calls Handled

Number of calls that are handled by this CSQ. A call is handled if a caller is connected to an agent while queued for this CSQ.

Summary info—Sum of values in this column.

Avg Speed of Answer

Average answer speed = Total queue time / Calls handled

Avg Handle Time

Average handle time for all calls that the CSQ handled.

Max Handle Time

Longest handle time of any call that the CSQ handled.

Handle time = Talk time + Hold time + Work time

Summary info—Maximum value in this column.

Calls Abandoned

Calls that are routed to the CSQ that were not answered by an agent because the caller hung up or was disconnected.

Summary info—Sum of values in this column.

Avg Time to Abandon

Average time the calls spent in the queue before being abandoned.

Max Time to Abandon

Longest time any one call spent in the queue before being abandoned.

Summary info—Maximum value in this column.

Avg Abandon Per Day

Average abandoned calls in a day = Number of calls abandoned / Number of days

Max Abandon Per Day

Largest number of calls abandoned on a single day.

Summary info—Maximum value in this column.

Calls Dequeued

Number of calls that are queued for a CSQ and then dequeued by the Dequeue step in a workflow.

Summary info—Sum of values in this column.

Avg Time to Dequeue

Average time the calls spent in the queue before being dequeued.

Max Time to Dequeue

Longest time any one call spent in the queue before being dequeued.

Summary info—Maximum value in this column.

Calls Handled by Other

Total of the following calls:

- Calls that are queued for the CSQ, then dequeued by the Dequeue step in a workflow, then marked as handled by the Set Contact Info step in the workflow.

- Calls that are queued for more than one CSQ and then handled by another CSQ.

Summary info—Sum of values in this column.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

CSQ Names

Displays information for the specified CSQs.

CSQ Types

Includes these options:

- Resource Group—Displays information for the CSQs that are configured with the Resource Pool Selection Model set to Resource Group in Unified CCX Administration.

- Skill Group—Displays information for the CSQs that are configured with the Resource Pool Selection Model set to Resource Skills in Unified CCX Administration.

Grouping Criteria

Data is grouped by the following fields:

Field

Result

CSQ Name

Sorts data by CSQ name.

CSQ ID

Sorts data by CSQ ID within the CSQ.

Contact Service Queue Activity Report by Interval

The Contact Service Queue Activity Report by Interval presents information about service levels, and the number and percentage of calls that are presented, handled, abandoned, and dequeued. It presents information for each 30 or 60 minute interval within the report period.

Charts

The following charts are available:

Chart name

Description

Calls Handled, Abandoned and Dequeued by Interval

Displays the number of calls that are handled, abandoned, and dequeued for a Contact Service Queue (CSQ).

Total Calls that met Service Level by Interval

Displays the number of handled calls handled and calls that are handled within the time that is entered in the Service Level field for a CSQ. Service Level is set by the administrator.

Fields

The report includes a table that displays the following information:

Field

Description

Interval Start Time

Start date and time of each 30 or 60 minute interval or the start date and time for the report range.

Interval End Time

End date and time of each 30 or 60 minute interval or the end date and time for the report range.

CSQ Name

CSQ to which the call is queued.

Skills

Skills that are associated with the CSQ to which the call is routed.

Service Level (sec)

Value that was entered in the Service Level field when the CSQ was set up in Unified CCX Administration. If the service level changes during the report period, the report shows the old and new service level values.

Calls Handled < Service Level

Calls that are handled within the time shown in the Service Level field. A call is handled when an agent picks up the call.

Summary info—Sum of values in this column.

Calls Abandoned < Service Level

Calls that are abandoned within the time shown in the Service Level field. A call is abandoned if the call disconnects before connecting to an agent.

Summary info—Sum of values in this column.

Percentage of Service Level Met—Only Handled

Percentage of handled calls that are handled within the time shown in the Service Level field. This value is calculated as follows:

(Number of calls handled within service level / Number of calls handled) x 100%

Summary info—Overall percentage of handled calls that met the handled service level.

Percentage of Service Level Met—With No Abandoned Calls

Percentage of presented calls, not counting abandoned calls, that are handled within the time shown in the Service Level field. This value is calculated as follows:

(Number of calls handled within service level / (Number of calls presented – Number of calls abandoned within service level) x 100%

Summary info—Overall percentage of presented calls that met the handle service level (excluding the calls that met the abandoned service level).

Percentage of Service Level Met—With Abandoned Calls Counted Positively

Percentage of presented calls that are handled or abandoned within the time shown in the Service Level field. For this value, calls that are abandoned within the time shown in the Service Level field have met that service level. This value is calculated as follows:

([Number of calls handled within service level + Number of calls abandoned within service level] / Number of calls presented) x 100%

Summary info—Overall percentage of presented calls that met either the handled or the abandoned service level.

Percentage of Service Level Met—With Abandoned Calls Counted Negatively

Percentage of presented calls that are handled within the time shown in the Service Level field. For this value, calls that are abandoned within the time shown in the Service Level field have not met that service level. This value is calculated as follows:

(Number of calls handled within service level / Number of calls presented) x 100%

Summary info—Overall percentage of presented calls that met the handled service level.

Calls Presented

Calls that are routed to the CSQ, regardless of whether an agent picked up the call.

Summary info—Sum of values in this field.

Calls Handled—Handled

Number of calls that were handled by the CSQ.

Summary info—Sum of values in this field.

Calls Handled—%

Percentage of calls that were handled by the CSQ. The percentage is calculated as follows:

(Number of calls handled / Number of calls presented) x 100%

Summary info—Overall percentage.

Calls Abandoned—Abandoned

Number of calls that were routed to the CSQ and were abandoned.

Summary info—Sum of values in this field.

Calls Abandoned—%

Percentage of calls that were routed to the CSQ and were abandoned. The percentage is calculated as follows:

(Number of calls abandoned / Number of calls presented) x 100%

Summary info—Overall percentage.

Calls Dequeued—Dequeued

Number of calls that were dequeued.

Summary info—Sum of values in this field.

Calls Dequeued—%

Percentage of calls that were dequeued. The percentage is calculated as follows:

(Number of calls dequeued / Number of calls presented) x 100%

Summary info—Overall percentage.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Interval Length

The following options are available:

- Entire report range—Displays information based on the set start and end time, but it does not display information for specific intervals within the report period.

- Thirty (30) minutes—Displays information for 30 minute intervals within the report period. The first interval begins at the report start time, the next interval begins 30 minutes after the report start time, and so on.

- Sixty (60) minutes—Displays information for 60 minute intervals within the report period. The first interval begins at the report start time, the next interval begins 60 minutes after the report start time, and so on.

Note:
If you choose either "Thirty (30) minutes" or "Sixty (60) minutes" option, the report may take more time to display results compared to the "Entire report range" option. To reduce processing time, generate the report for a shorter query interval.

CSQ Names

Displays information for the specified CSQs.

Grouping Criteria

None

Contact Service Queue Call Distribution Summary

The Contact Service Queue Call Distribution Summary report presents the number and percentage of calls that are handled and dequeued in four configurable time intervals.

Charts

The following charts are available:

Chart name

Description

Total Calls Abandoned by Time Interval & CSQ

Displays the total number of calls that are abandoned in each time interval by a Contact Service Queue (CSQ).

Total Calls Handled by Time Interval and CSQ

Displays the number of calls that are handled in each time interval by a CSQ.

Fields

The report includes a table that displays the following information:

Field

Description

CSQ Name

CSQ to which the call is queued.

CSQ ID

Unique ID of the CSQ.

Call Skills

Skills that are associated with the CSQ to which the call is routed.

Calls Handled

Number of calls handled by the CSQ. A call is handled when an agent picks up the call.

Summary info—Sum of values in this column.

Total/Percentage Calls Handled With Queue Time—0–15 sec

Number of handled calls with a queue time that is less than or equal to 15 seconds.

Total/Percentage Calls Handled With Queue Time—% 0–15 sec

Percentage of handled calls with a queue time that is less than or equal to 15 seconds.

Total/Percentage Calls Handled With Queue Time—0–30 sec

Number of handled calls with a queue time that is less than or equal to 30 seconds.

Total/Percentage Calls Handled With Queue Time—% 0–30 sec

Percentage of handled calls with a queue time that is less than or equal to 30 seconds.

Total/Percentage Calls Handled With Queue Time—0–45 sec

Number of handled calls with a queue time that is less than or equal to 45 seconds.

Total/Percentage Calls Handled With Queue Time—% 0–45 sec

Percentage of handled calls with a queue time that is less than or equal to 45 seconds.

Total/Percentage Calls Handled With Queue Time—0–60 sec

Number of handled calls with a queue time that is less than or equal to 60 seconds.

Total/Percentage Calls Handled With Queue Time—% 0–60 sec

Percentage of handled calls with a queue time that is less than or equal to 60 seconds.

Calls Abandoned

Calls that are abandoned from the CSQ. A call is abandoned if it was routed to the CSQ, but was not answered by an agent because the caller hung up or was disconnected.

Summary info—Sum of values in this column.

Total/Percentage Calls Abandoned With Queue Time—0–15 sec

Number of abandoned calls with a queue time that is less than or equal to 15 seconds.

Total/Percentage Calls Abandoned With Queue Time—% 0–15 sec

Percentage of abandoned calls with a queue time that is less than or equal to 15 seconds.

Total/Percentage Calls Abandoned With Queue Time—0–30 sec

Number of abandoned calls with a queue time that is less than or equal to 30 seconds.

Total/Percentage Calls Abandoned With Queue Time—% 0–30 sec

Percentage of abandoned calls with a queue time that is less than or equal to 30 seconds.

Total/Percentage Calls Abandoned With Queue Time—0–45 sec

Number of abandoned calls with a queue time that is less than or equal to 45 seconds.

Total/Percentage Calls Abandoned With Queue Time—% 0–45 sec

Percentage of abandoned calls with a queue time that is less than or equal to 45 seconds.

Total/Percentage Calls Abandoned With Queue Time—0–60 sec

Number of abandoned calls with a queue time that is less than or equal to 60 seconds.

Total/Percentage Calls Abandoned With Queue Time—% 0–60 sec

Percentage of abandoned calls with a queue time that is less than or equal to 60 seconds.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Contact Service Queue Names

Displays information for the specified CSQs.

Time Interval In Seconds

Specify the number of seconds. The default value is 15 seconds.

Grouping Criteria

None

Contact Service Queue Priority Summary

The Contact Service Queue Priority Summary report presents the number of calls that are routed to each Contact Service Queue (CSQ). It also presents the number of calls and the average calls per day by priority that are routed to each CSQ.

Charts

The following chart is available:

Chart name

Description

Total Calls Presented by CSQ and Call Priority

Displays the number of calls that are routed for each call priority in a CSQ.

Fields

The report includes a table that displays the following information:

Note

If the call priority is N/A, then the call was abandoned before a priority is assigned.

Field

Description

CSQ Name

CSQ to which the call is queued.

CSQ ID

Unique ID of the CSQ.

Call Skills

Skills that are associated with the CSQ to which the call is routed.

Total Calls Presented

Calls that are presented to the CSQ, whether or not an agent picked up the call.

Summary info—Sum of values in this column.

Priority 1 (Low)—Total

Number of calls that are routed by this priority in a day to each CSQ.

Summary info—Sum of values in this column.

Priority 1 (Low)—Avg

Average number of calls that are routed by this priority in a day to each CSQ.

Priority 2—Total

Number of calls that are routed by this priority in a day to each CSQ.

Summary info—Sum of values in this column.

Priority 2—Avg

Average number of calls that are routed by this priority in a day to each CSQ.

Priority 3—Total

Number of calls that are routed by this priority in a day to each CSQ.

Summary info—Sum of values in this column.

Priority 3—Avg

Average number of calls that are routed by this priority in a day to each CSQ.

Priority 4—Total

Number of calls that are routed by this priority in a day to each CSQ.

Summary info—Sum of values in this column.

Priority 4—Avg

Average number of calls that are routed by this priority in a day to each CSQ.

Priority 5—Total

Number of calls that are routed by this priority in a day to each CSQ.

Summary info—Sum of values in this column.

Priority 5—Avg

Average number of calls that are routed by this priority in a day to each CSQ.

Priority 6—Total

Number of calls that are routed by this priority in a day to each CSQ.

Summary info—Sum of values in this column.

Priority 6—Avg

Average number of calls that are routed by this priority in a day to each CSQ.

Priority 7—Total

Number of calls that are routed by this priority in a day to each CSQ.

Summary info—Sum of values in this column.

Priority 7—Avg

Average number of calls that are routed by this priority in a day to each CSQ.

Priority 8—Total

Number of calls that are routed by this priority in a day to each CSQ.

Summary info—Sum of values in this column.

Priority 8—Avg

Average number of calls that are routed by this priority in a day to each CSQ.

Priority 9—Total

Number of calls that are routed by this priority in a day to each CSQ.

Summary info—Sum of values in this column.

Priority 9—Avg

Average number of calls that are routed by this priority in a day to each CSQ.

Priority 10 (High)—Total

Number of calls that are routed by this priority in a day to each CSQ.

Summary info—Sum of values in this column.

Priority 10 (High)—Avg

Average number of calls that are routed by this priority in a day to each CSQ.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

Contact Service Queue Name

Displays information for the specified CSQs.

Grouping Criteria

Data is grouped by the following field:

Field

Result

CSQ Name

Sorts data by CSQ name.

CSQ ID

Sorts data by CSQ ID within the CSQ.

Contact Service Queue Service Level Priority Summary Report

The Contact Service Queue Service Level Priority Summary Report presents information about the number and percentage of calls that are handled within the service level, and the number and percentage of calls that are handled within the service level for each call priority for a Contact Service Queue (CSQ).

Charts

The following charts are available:

Chart name

Description

Percentage of Calls That Met Service Level

Displays the percentage of calls that are handled within the time entered in the Service Level field for a CSQ.

Total Calls That Met Service Level

Displays the number of calls that are handled within the time entered in the Service Level field for a CSQ.

Fields

The report includes a table that displays the following information:

Note

If the call priority is N/A, then the call was abandoned before a priority is assigned.

Field

Description

CSQ Name

CSQ to which the call is queued.

CSQ ID

Unique ID of the CSQ.

Call Skills

Skills that are associated with the CSQ to which the call is routed.

Service Level (sec)

Value that was entered in the Service Level field when the CSQ was set up in Unified CCX Administration. If the service level changes during the report period, the report shows the old and new service level values.

Calls Presented

Calls that are routed to the CSQ, regardless of whether an agent picked up the call.

Total Service Level Met

Calls that are answered within the time set in the Service Level field in Unified CCX Administration.

% Service Level Met

(Calls handled within service level / Calls presented) x 100%

Number and % Of Calls Met SL For Each Call Priority—Priority 1 (Low)

Number of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—% Priority 1

Percentage of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—Priority 2

Number of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—% Priority 2

Percentage of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—Priority 3

Number of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—% Priority 3

Percentage of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—Priority 4

Number of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—% Priority 4

Percentage of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—Priority 5

Number of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—% Priority 5

Percentage of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—Priority 6

Number of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—% Priority 6

Percentage of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—Priority 7

Number of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—% Priority 7

Percentage of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—Priority 8

Number of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—% Priority 8

Percentage of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—Priority 9

Number of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—% Priority 9

Percentage of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—Priority 10 (High)

Number of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—% Priority 10

Percentage of calls with this call priority that are answered within the service level time.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

Contact Service Queue Name

Displays information for the specified CSQs.

Grouping Criteria

None

CSQ Agent Summary Report

The CSQ Agent Summary Report presents information about calls that are handled in each Contact Service Queue (CSQ) for each agent. An agent can handle calls for multiple CSQs. This report includes the average and total talk time for handled calls, average and total work time after calls, total ring time of calls routed, number of calls put on hold, average and total hold time for calls put on hold, and number of unanswered calls.

Charts

The following chart is available:

Chart name

Description

Calls Handled by CSQ and Agent

Displays the number of calls that are handled by agents for a CSQ.

Fields

The report includes a table that shows the following information:

Field

Description

CSQ Name

CSQ to which the call is queued.

CSQ ID

Unique ID of the CSQ.

Agent Name

First and last name of the agent who handled calls for this CSQ.

Extension

Unified CCX extension that Unified Communications Manager assigned to the agent.

Calls Handled

Calls that are queued for this CSQ and answered by this agent during the report period.

Talk Time—Avg

Average talk time for all calls that the agent handled for this CSQ. Talk time is the elapsed time between the time that an agent answers a call and the time the call is disconnected or transferred, not including hold time.

Average talk time = Total talk time / Number of calls handled

Talk Time—Total

Total talk time for all calls that the agent handled for this CSQ.

Work Time—Avg

Average time that an agent spent in Work state after calls.

Average work time = Total work time / Number of handled calls

Work Time—Total

Total time that an agent spent in Work state after receiving calls.

Total Ring Time

Elapsed time between the time that a call rang and the time the call was answered by an agent, routed to another agent, or disconnected. This field is blank if the call was not routed to an agent.

Calls On Hold

Calls that the agent put on hold.

Hold Time—Avg

Average hold time for calls that the agent put on hold. Not applicable to non-Unified CCX calls.

Average hold time = Total hold time / Number of calls put on hold.

Hold Time—Total

Total time that the call is on hold. Not applicable to non-Unified CCX calls.

Ring No Answer

Calls that were routed to the agent and the agent did not answer.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

CSQ Names

Displays information for the specified CSQs.

Grouping Criteria

None

Detailed Call by Call CCDR Report

The Detailed Call by Call CCDR Report presents most of the information that is contained in the Contact Call Detail Record (CCDR), which is stored in the Unified CCX database. This report also includes information from the contact routing and the agent connection detail records. The information in this report is for each leg of a call. (A call transfer or redirect initiates a new leg.)

Charts

The following charts are available:

Chart name

Description

Number of Calls by Contact Disposition

Displays the percentage of calls that were handled, abandoned, aborted, and rejected.

Number of Calls by Originator Type

Displays the percentage of calls that were originated by an agent, a device (for example, a test call), and an unknown origin (for example, calls received through a gateway).

Fields

The report includes a table that displays the following information:

Field

Description

Node ID - Session ID - Sequence No

Node ID is the unique numeric ID, which starts from 1, that the system assigns to each Unified CCX server in the cluster.

Session ID is the unique session ID that the system assigns to a call.

Session sequence number is the number that the system assigns to each call leg. The session sequence number increases by 1 for each leg of a call.

Together, these three values uniquely identify an Automatic Call Distribution (ACD) call that is processed by the system.

Call Start Time

Date and time the call starts.

Call End Time

Date and time the call disconnected, transferred, or redirected.

Contact Type

Contact type of a call.

- 1 = Incoming. Outside call that is received by Unified CCX.

- 2 = Outgoing. Call that originated from the Unified CCX Computer Telephony Interface (CTI) port, other than the call that is made within the system.

- 3 = Internal. Call that is transferred or conferenced between agents, or a call that is made within the system.

- 4 = Redirect. A previous call leg that redirected the call to this leg.

- 5 = Transfer-in. A previous call leg that transferred the call to this leg.

- 6 = Preview Outbound. Call that originated from a Unified CCX agent phone to an outside destination, after an agent accepts a preview call.

- 7 = IVR Outbound. Call that originated from a Unified CCX outbound dialer to an outside destination for an IVR outbound campaign.

- 8 = Agent Outbound. Call that originated from a Unified CCX outbound dialer to an outside destination for an agent progressive or predictive outbound campaign.

Contact Disposition

Disposition of a call.

- 1—Abandoned

- 2—Handled

- 4—Aborted

- 5 to 98—Rejected

- 99—Cleaned

Originator Type

Originator of the call.

- 1= Agent. Call that originated from an agent. Displays the Unified CCX extension of the agent.

- 2 = Device. Call that originated from a device that is not associated to an agent or from a device that is associated to an agent, but the agent is not currently logged in. Displays the Computer Telephony Interface (CTI) port number that is associated with the route point that the caller dialed.

- 3 = Unknown. Call that originated from an outside caller through a gateway or from an unmonitored device. Displays the telephone number of the caller.

Originator ID

Login identification of the agent who originated the call, if Originator Type is 1.

Originator DN

Originator telephone number.

Destination Type

Destination of the call.

- 1 = Agent. Call that is presented to an agent. Displays the Unified CCX extension or the non-Unified CCX extension of the agent.

- 2 = Device. Call that is presented to a route point. Displays the CTI port number that is associated with the route point on which the call is answered.

- 3 = Unknown. Call that is presented either to an outside destination through a gateway or to an unmonitored device. Displays the telephone number that is dialed.

Destination ID

Login identification of the agent who received the call, if Destination Type is 1.

Destination DN

Destination telephone number.

Called Number

If the call was a transfer, this field shows the number that the call was transferred to. In other cases, this information is the same as the Original Called Number.

Original Called No.

Number that is originally dialed by the caller—either a route point number or an agent extension.

Application Name

Unified CCX or Unified IP IVR application that is associated with the route point.

Queue Time

Elapsed time between the time a call entered the Contact Service Queue (CSQ) and the time that the call was answered by an agent or disconnected. This value is zero for other calls.

Summary info—Sum of values in this column.

Talk Time

Elapsed time between the time that an agent answered the call and the time the call was disconnected or transferred, not including hold time. This value is 0 for other calls.

Summary info—Sum of values in this column.

Hold Time

Elapsed time between the time that an agent first put the call on hold and the time the agent last took the call off hold, not including talk time. This field is blank for other calls.

Summary info—Sum of values in this column.

Work Time

Time that an agent spent in Work state after the call. This field is blank for other calls.

Summary info—Sum of values in this column.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Original Called Number

Displays information for the specified original called numbers.

Called Number

Displays information for the specified called numbers.

Calling Number

Displays information for the specified calling numbers. Calling number is the same as Originator DN.

Application Name

Displays information for the specified applications.

Contact Type

Displays information for the specified contact types.

Originator Type

Displays information for the specified originator types.

Destination Type

Displays information for the specified destination types.

Duration Greater Than or Equal to T seconds

Displays calls with a duration greater than or equal to the number of seconds specified by T.

Duration Less Than or Equal to T seconds

Displays calls with a duration less than or equal to the number of seconds specified by T.

Grouping criteria

None

Detailed Call CSQ Agent Report

The Detailed Call CSQ Agent Report presents call information about the Contact Service Queue (CSQ) that a call was routed to and the agent that handled the call.

Charts

The following chart is available:

Chart name

Description

Total Calls by Called Number

Displays the number of calls to a called number.

Fields

The report includes a table that displays the following information:

Field

Description

Node ID - Session ID - Sequence No

Node ID is the unique numeric ID, which starts from 1, that the system assigns to each Unified CCX server in the cluster.

Session ID is the unique session ID that the system assigns to a call.

Session sequence number is the number that the system assigns to each call leg. The session sequence number increases by 1 for each leg of a call.

Together, these three values uniquely identify an Automatic Call Distribution (ACD) call that is processed by the system.

Start Time

Date and time the call starts.

End Time

Date and time the call disconnected, transferred, or redirected.

Contact Disposition

Disposition of the call.

- 1—Abandoned

- 2—Handled

- 4—Aborted

- 5 to 98—Rejected

- 99—Cleaned

Originator DN (Calling Number)

The originator directory number. This number is the same as the calling number. Originator Type can be agent, device, or unknown.

- If Originator Type is agent, this field shows the Unified CCX extension of the agent. If the call is attended at the non-IPCC extension, then the non-IPCC extension is displayed. If the call is made from a non-IPCC extension, then the non-IPCC extension is displayed.

- If Originator Type is device, this field shows the CTI port number.

- If Originator Type is unknown (through a gateway or an unmonitored device), this field shows the telephone number of the caller.

Destination (DN)

The destination directory number. Destination Type can be agent, device, or unknown.

- If Destination Type is agent, this field shows the Unified CCX extension of the agent.

- If destination type is device, this field shows the CTI port number.

- If destination type is unknown (through a gateway or an unmonitored device), this field shows the telephone number called.

Called Number

Number that is originally dialed by the caller. If the call is a transfer, then the number that the call is transferred to is displayed.

Application Name

Unified CCX or Unified IP IVR application that is associated with the route point.

CSQ Names

CSQ to which the call is routed.

Queue Time

Time that elapsed between the time a call entered the CSQ and the time the call was answered by an agent belonging to the CSQ.

Summary info—Sum of values in this column.

Agent Name

First name and last name of the agent.

Ring Time

Elapsed time between the time that a call rang and the time that the call was answered by an agent, routed to another agent, or disconnected. This field is blank if the call was not routed to an agent.

Summary info—Sum of values in this column.

Talk Time

Time that the agent spent in Talking state.

Summary info—Sum of values in this column.

Work Time

Time that the agent spent in Work state.

Summary info—Sum of values in this column.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Called Number

Displays information for the specified original called numbers.

Calling Number

Displays information for the specified calling numbers. Calling number is the same as Originator DN.

Application Name

Displays information for the specified applications.

Contact Type

Displays information for the specified contact types.

- 1 = Incoming. Outside call that is received by Unified CCX.

- 2 = Outgoing. Call that originated from the Unified CCX Computer Telephony Interface (CTI) port, other than the call that is made within the system.

- 3 = Internal. Call that is transferred or conferenced between agents, or a call that is made within the system.

- 4 = Redirect. A previous call leg that redirected the call to this leg.

- 5 = Transfer-in. A previous call leg that transferred the call to this leg.

- 6 = Preview Outbound. Call that originated from a Unified CCX agent phone to an outside destination, after an agent accepts a preview call.

- 7 = IVR Outbound. Call that originated from a Unified CCX outbound dialer to an outside destination for an IVR outbound campaign.

- 8 = Agent Outbound. Call that originated from a Unified CCX outbound dialer to an outside destination for an agent progressive or predictive outbound campaign.

Originator Type

Displays information for the specified originator types.

Destination Type

Displays information for the specified destination types.

Agent Name

Displays information for the specified agents.

CSQ Name

Displays information for the specified CSQs.

Duration Greater Than or Equal to T seconds

Displays calls with a duration that is greater than or equal to the number of seconds specified by T.

Duration Less Than or Equal to T seconds

Displays calls with a duration that is less than or equal to the number of seconds specified by T.

Grouping Criteria

None

Priority Summary Activity Report

The Priority Summary Activity Report presents call information for each call priority.

Charts

The following chart is available:

Chart name

Description

Total Calls by Call Priority

For each priority level that is assigned, the percentage of calls that received that priority is displayed.

Fields

The report includes a table that displays the following information:

Note

If there is more than one call priority the data will be repeated for all the call priorities.

Field

Description

Call Priority

Final priority that the Unified CCX workflow assigns to the call when the call is received.

- 1—Lowest.

- 10—Highest.

- N/A—Call is abandoned before a priority is assigned.

Total Calls

Number of calls that are assigned a particular priority level as their final priority level.

Avg Calls (per day)

Daily average number of calls that received a particular priority level as their final priority level.

Total Multi Priority Calls

Calls that ended with a different priority level than the priority that was assigned when the call was received.

Avg Priority Changes

Average number of calls per day that ended with a different priority level than the priority that was assigned when the call was received.

Max Priority Changes

Maximum difference between a priority level assigned to a call when it was received and the priority level set when the call ended.

Avg Multi Priority Calls

Average difference between a priority level assigned to a call when it was received and the priority level set when the call ended.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

Call Priority Levels

Displays information for the calls assigned their final priority level. Priority levels range from 1 (lowest) to 10 (highest).

Grouping Criteria

None

Traffic Analysis Report

The Traffic Analysis Report presents information about incoming calls to the Unified CCX system. The information is provided for each day in the report range and includes information about the peak hour of the day.

Charts

The following charts are available:

Chart name

Description

Average Call Duration by Date

Displays the average length of calls for a day.

Peak Calls by Date

Displays the number of calls that are received in the peak hour for a day.

Total Incoming Calls by Date

Displays the total number of calls that are received by the Unified CCX system for a day.

Fields

The report includes a table that displays the following information:

Field

Description

Date

Date for which information is provided.

Total Incoming Calls

Total number of calls that are received by the Cisco Unified CCX system for the day.

Summary info—Sum of values in this column.

Avg Calls (per hour)

Average number of calls that are received during each hour for the day.

Summary info—Maximum value in this column.

Peak Calls (by hour)

Number of calls that are received during the peak hour.

Summary info—Maximum value in this column.

Peak Hour—Start

Start time of the hour in a day during which the largest number of calls were received.

Peak Hour—End

End time of the hour in a day during which the largest number of calls were received.

Call Duration—Avg

Average call length for the day.

Summary info—Maximum value in this column.

Call Duration—Min

Length of the shortest call for the day.

Summary info—Minimum value in this column.

Call Duration—Max

Length of the longest call for the day.

Summary info—Maximum value in this column.

Filter Criteria

You can filter using the following parameter:

Filter Parameter

Result

Time Offset

Displays the list of time zones.

Select the one matching your timezone. If multiple values are selected, the first one takes effect.

Grouping Criteria

None

Chapter 4. Outbound Reports

- Agent Outbound Campaign Summary Report

- Agent Outbound CCDR Report

- Agent Outbound Half Hourly Report

- IVR Outbound Campaign Summary Report

- IVR Outbound CCDR Report

- IVR Outbound Half Hourly Report

- Outbound Agent Detail Performance Report

- Preview Outbound Agent Detail Performance Report

- Preview Outbound Campaign Summary Report

Agent Outbound Campaign Summary Report

The Agent Outbound Campaign Summary Report provides call statistics for agent-based progressive and predictive outbound campaigns.

Note

The report displays data only for the campaigns for which at least one contact is dialed out in the selected time range.

Charts

None

Fields

The report includes a table that displays the following information:

Field

Description

Campaign

Name of the agent outbound campaign.

Contacts—Total

Total number of contacts that are imported for the campaign. The number of contacts include all the contacts that were imported at the time the report is generated and is independent of the end date that you choose when you generated the report.

Contacts—Total = Imported contacts in the campaign that are yet to be dialed out (including the contacts that are marked for retry or callback) + Contacts that are deleted from the start date + Contacts that are closed by the system from the day before the start date (either the contacts are dialed out successfully or the maximum number of attempts are made to dial the contact).

Summary info—Sum of the records in this column.

Contacts—Attempted

Number of attempted outbound contacts.

Summary info—Sum of the records in this column.

Contacts—Remaining

Number of contacts that are yet to be dialed out including the contacts that are marked for retry, callback, and the contacts that will never be dialed out as they are deleted from the campaign after importing.

The contacts include data till the time the report is generated and is independent of the end date that is chosen while generating the report.

If there are no contacts that are to be retried or called back, then Total contacts = Attempted contacts + Remaining contacts.

Summary info—Sum of the records in this column.

Contacts—% Attempted

Percentage of attempted outbound calls.

Attempted % = (Attempted / Total Contacts) * 100

Summary info—Overall attempted percentage.

Calls—Voice

Number of outbound calls that are detected as live voice and connected to the IVR trigger.

Summary info—Sum of the records in this column.

Calls—Answering Machine

Number of outbound calls that reach an answering machine.

Summary info—Sum of the records in this column.

Calls—Invalid

Number of outbound calls that reach an invalid number.

Summary info—Sum of the records in this column.

Calls—Fax/Modem

Number of outbound calls that reach a fax or modem.

Summary info—Sum of the records in this column.

Calls—No Answer

Number of outbound calls that are not answered.

Summary info—Sum of the records in this column.

Calls—Busy

Number of outbound calls that receive a busy signal.

Summary info—Sum of the records in this column.

Calls—Failed

Number of outbound calls that failed.

Summary info—Sum of the records in this column.

Calls—Customer/Agent Abandoned

Number of outbound calls that are considered abandoned, since the call was disconnected either by the customer or agent within the Abandoned Call Wait Time that is configured in the Unified CCX Application Administration web interface.

Summary info—Sum of the records in this column.

Calls—System Abandoned

Number of outbound calls that are abandoned by the system.

Summary info—Sum of the records in this column.

Calls—Requested Callback

Number of calls that are marked for callback.

Note:   A call that is accepted by the agent, marked for callback, later routed to and accepted by another agent (at the callback time), and again marked for callback is counted twice toward the number of callback calls.

Summary info—Sum of the records in this column.

Talk Time—Avg

Average time in HH:MM:SS that the agent spends talking on outbound calls. Duration of all calls that are Agent Accepted and classified as Voice.

Talk Time—Max

Longest time in HH:MM:SS that the agent spends talking on an outbound call for the campaign. Duration of all calls that are Agent Accepted and classified as Voice.

Summary info—Maximum value in this column.

Filter Criteria

You can filter using the following parameter:

Filter Parameter

Result

Campaign List

Displays the list of agent-based outbound campaigns.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Campaign

Sorts data by campaign name.

Agent Outbound CCDR Report

The Agent Outbound CCDR Report provides progressive and predictive agent outbound call-related information, which is stored in the Unified CCX database. This report provides information for each leg of a call.

Charts

None

Fields

The report includes a table that displays the following information:

Field

Description

Node ID-Session ID-Sequence Number

Node ID is the unique numeric ID, which starts from 1, that the system assigns to each Unified CCX server in the cluster.

Session ID is the unique session ID that the system assigns to a call.

Session sequence number is the number that the system assigns to each call leg. The session sequence number increases by 1 for each leg of a call.

Together, these three values uniquely identify an Automatic Call Distribution (ACD) call that is processed by the system.

Start Time

Date and time the call starts.

End Time

Date and time the call is disconnected or transferred.

Contact Disposition

Disposition of a call.

- 1—Abandoned

- 2—Handled

- 4—Aborted

- 5 to 98—Rejected

- 99—Cleaned

Originator—Type

Originator of the call.

- 1= Agent. Call that originated from an agent. Displays the Unified CCX extension of the agent.

- 2 = Device. Call that originated from a device that is not associated to an agent or from a device that is associated to an agent, but the agent is not currently logged in. Displays the Computer Telephony Interface (CTI) port number that is associated with the route point that the caller dialed.

- 3 = Unknown. Call that originated from an outside caller through a gateway or from an unmonitored device. Displays the telephone number of the caller.

Originator—ID

Login ID of the agent. This field is populated only if Originator—Type is 1. This field is populated only if the call is transferred from the script to an agent.

Originator—Directory Number

Originator's telephone number.

Destination—Type

Destination of the call.

- 1 = Agent. Call that is presented to an agent. Displays the Unified CCX extension or the non-Unified CCX extension of the agent.

- 2 = Device. Call that is presented to a route point. Displays the CTI port number that is associated with the route point on which the call is answered.

- 3 = Unknown. Call that is presented either to an outside destination through a gateway or to an unmonitored device. Displays the telephone number that is dialed.

Destination—ID

Login ID of the agent. This field is populated only if Destination—Type is 1.This field is blank unless the call is made to a extension where the agent is logged in.

Destination—Directory Number

Destination telephone number.

Call Status

Status of the contact that was imported to dial out an outbound call. The call status value is updated with the most recent status of the contact.

- 1—Pending. Call is pending.

- 2—Active. Record is sent to the outbound subsystem for dialing.

- 3—Closed. Record is closed.

- 4—Callback. Record is marked for a callback.

- 5—Max Calls. Maximum attempts are made for the record, so it is closed.

- 6—Retry. Call is redialed immediately whenever there is any miss in the callbacks for Retries with Delay.

- 7—Unknown. If the outbound system is restarted with active records then the records are moved to Unknown state.

- 8—Retries with Delay. Call is redialed because the contact was either busy or did not answer, or the customer or the system abandoned the call.

Retry time is set according to the corresponding configuration in the Unified CCX Application Administration web interface.

Call Result

Call result value for the outbound call. The call result value is updated for each call that was placed for an outbound contact.

- 1—Customer answers and is connected to an agent.

- 2— Fax machine or modem is detected.

- 3— Answering machine is detected.

- 4— Network reports an invalid number.

- 5—Customer does not want to be called again.

- 6—Call connected, but wrong number.

- 7—Call connected, but reached the wrong person.

- 8—Customer requests callback. This is not applicable for IVR-based outbound campaigns.

- 11—Busy tone is detected.

- 15—Customer phone timed out because either the customer did not answer or there is a gateway failure.

- 16—Call is abandoned because of the following reasons:

- The Interactive Voice Response (IVR) port is not available or Unified CCX fails to transfer the call to the IVR port.

- The agent is not available or Unified CCX fails to transfer the call to the agent.

- 17—Call failed because of gateway issues.

- 18—Customer or agent abandons the call. The customer or the agent disconnects the call within the Abandoned Call Wait Time that is configured in the Unified CCX Application Administration web interface.

Campaign Name

Name of the agent outbound campaign.

Filter Criteria

You can filter using the following parameter:

Filter Parameter

Result

Campaign List

Displays the list of agent-based outbound campaigns.

Grouping Criteria

None

Agent Outbound Half Hourly Report

The Agent Outbound Half Hourly Report provides information about progressive and predictive agent outbound calls for every half hour in the time range when the campaign is active.

Note

The campaign may stop few seconds after the specified End Time. Therefore, the report may provide information for an additional half hour interval. This half hour interval has information for the outbound calls that are dialed out before the campaign End Time, response for which is received after the campaign End Time.

Charts

The following chart is available:

Chart Name

Description

Total Attempted, Abandoned, Voice Calls by Campaign

Number of attempted calls, abandoned calls, and voice calls for a campaign.

Fields

The report includes a table that describes the following information:

Field

Description

Campaign Name

Name of the agent outbound campaign for which the data is recorded.

Start Time

Start date and time of the interval.

End Time

End date and time of the interval.

Total Attempted Calls

Number of attempted calls.

Summary info—Sum of the records in this column.

Total Live Voice Calls

Number of voice calls.

Summary info—Sum of the records in this column.

Total Abandoned Calls

Number of system abandoned calls.

Summary info—Sum of the records in this column.

Lines Per Agent

Displays the LPA (Lines Per Agent) value for a campaign at the end of the half hour interval. For Progressive campaigns, the LPA value is configured through the Unified CCX Application Administration web interface. For Predictive campaigns, the LPA value is calculated by the predictive algorithm.

Abandoned Rate

Call abandon rate since the statistics were last reset.

Abandon rate = (Abandoned / Voice + Abandoned) x 100

Filter Criteria

You can filter using the following parameter:

Filter Parameter

Result

Campaign Name

Displays half-hourly information for the specified progressive or predictive campaigns.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Campaign

Sorts data by campaign name.

IVR Outbound Campaign Summary Report

The IVR Outbound Campaign Summary Report presents call statistics for each outbound Interactive Voice Response (IVR) campaign. This report displays the call summary for progressive and predictive outbound campaigns.

Note

The report displays data only for the campaigns for which at least one contact is dialed out in the selected time range.

Charts

None

Fields

The report includes a table that displays the following information:

Field

Description

Campaign

Name of the outbound IVR campaign.

Contacts—Total

Total number of contacts that are imported for the campaign. The number of contacts include all the contacts that were imported at the time the report is generated and is independent of the end date that you choose when you generated the report.

Contacts—Total = Imported contacts in the campaign that are yet to be dialed out (including the contacts that are marked for retry or callback) + Contacts that are deleted from the start date + Contacts that are closed by the system from the day before the start date (either the contacts are dialed out successfully or the maximum number of attempts are made to dial the contact).

Summary info—Sum of the records in this column.

Contacts—Attempted

Number of attempted outbound IVR contacts.

Summary info—Sum of the records in this column.

Contacts—Remaining

Number of contacts that are yet to be dialed out including the contacts that are marked for retry, callback, and the contacts that will never be dialed out as they are deleted from the campaign after importing.

The contacts include data till the time the report is generated and is independent of the end date that is chosen while generating the report.

If there are no contacts that are to be retried or called back, then Total contacts = Attempted contacts + Remaining contacts.

Summary info—Sum of the records in this column.

Contacts—% Attempted

Percentage of attempted outbound IVR calls.

Attempted % = (Attempted / Total Contacts) * 100

Summary info—Overall attempted percentage

Calls—Voice

Number of outbound calls that are detected as live voice and connected to the IVR trigger.

Summary info—Sum of the records in this column.

Calls—Answering Machine

Number of outbound IVR calls that reach an answering machine.

Summary info—Sum of the records in this column.

Calls—Invalid

Number of outbound IVR calls that reach an invalid number.

Summary info—Sum of the records in this column.

Calls—Fax/Modem

Number of outbound IVR calls that reach a fax or modem.

Summary info—Sum of the records in this column.

Calls—No Answer

Number of outbound IVR calls that are not answered.

Summary info—Sum of the records in this column.

Calls—Busy

Number of outbound IVR calls that receive a busy signal.

Summary info—Sum of the records in this column.

Calls—Failed

Number of outbound IVR calls that failed.

Summary info—Sum of the records in this column.

Calls—Customer Abandoned

Number of outbound IVR calls that are abandoned by the customer.

Summary info—Sum of the records in this column.

Calls—System Abandoned

Number of outbound IVR calls that are abandoned by the system.

Summary info—Sum of the records in this column.

Filter Criteria

You can filter using the following parameter:

Filter Parameter

Result

Campaign List

Displays information for the specified outbound IVR campaigns.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Campaign

Sorts data by campaign name.

IVR Outbound CCDR Report

The IVR Outbound CCDR Report provides Interactive Voice Response (IVR) call-related information, which is stored in the Unified CCX database. This report provides information for each leg of a call.

Charts

None

Fields

The report includes a table that displays the following information:

Field

Description

Node ID-Session ID-Sequence Number

Node ID is the unique numeric ID, which starts from 1, that the system assigns to each Unified CCX server in the cluster.

Session ID is the unique session ID that the system assigns to a call.

Session sequence number is the number that the system assigns to each call leg. The session sequence number increases by 1 for each leg of a call.

Together, these three values uniquely identify an Automatic Call Distribution (ACD) call that is processed by the system.

Start Time

Date and time the call starts.

End Time

Date and time the call is disconnected or transferred.

Contact Disposition

Disposition of a call.

- 1—Abandoned

- 2—Handled

- 4—Aborted

- 5 to 98—Rejected

- 99—Cleaned

Originator—Type

Originator of the call.

- 1= Agent. Call that originated from an agent. Displays the Unified CCX extension of the agent.

- 2 = Device. Call that originated from a device that is not associated to an agent or from a device that is associated to an agent, but the agent is not currently logged in. Displays the Computer Telephony Interface (CTI) port number that is associated with the route point that the caller dialed.

- 3 = Unknown. Call that originated from an outside caller through a gateway or from an unmonitored device. Displays the telephone number of the caller.

Originator—ID

Login ID of the agent. This field is populated only if Originator—Type is 1. This field is populated only if the call is transferred from the script to an agent.

Originator Directory Number

Originator's telephone number.

Destination—Type

Destination of the call.

- 1 = Agent. Call that is presented to an agent. Displays the Unified CCX extension or the non-Unified CCX extension of the agent.

- 2 = Device. Call that is presented to a route point. Displays the CTI port number that is associated with the route point on which the call is answered.

- 3 = Unknown. Call that is presented either to an outside destination through a gateway or to an unmonitored device. Displays the telephone number that is dialed.

Destination—ID

Login ID of the agent. This field is populated only if Destination—Type is 1. This field is blank unless the call is made to a extension where the agent is logged in.

Destination—Directory Number

Destination telephone number.

Trigger Directory Number

Number that is dialed by the outbound IVR dialer. It can be either a route point number or the dialed telephone number.

Application Name

Unified CCX or Unified IP IVR application that is associated with the route point.

Call Status

Status of the contact that was imported to dial out an outbound call. The call status value is updated with the most recent status of the contact.

- 1—Pending. Call is pending.

- 2—Active. Record is sent to the outbound subsystem for dialing.

- 3—Closed. Record is closed.

- 4—Callback. Record is marked for a callback.

- 5—Max Calls. Maximum attempts are made for the record, so it is closed.

- 6—Retry. Call is redialed immediately whenever there is any miss in the callbacks for Retries with Delay.

- 7—Unknown. If the outbound system is restarted with active records then the records are moved to Unknown state.

- 8—Retries with Delay. Call is redialed because the contact was either busy or did not answer, or the customer or the system abandoned the call.

Retry time is set according to the corresponding configuration in the Unified CCX Application Administration web interface.

Call Result

Call result value for the outbound call. The call result value is updated for each call that was placed for an outbound contact.

- 1—Customer answers and is connected to an agent.

- 2— Fax machine or modem is detected.

- 3— Answering machine is detected.

- 4— Network reports an invalid number.

- 5—Customer does not want to be called again.

- 6—Call connected, but wrong number.

- 7—Call connected, but reached the wrong person.

- 8—Customer requests callback. This is not applicable for IVR-based outbound campaigns.

- 11—Busy tone is detected.

- 15—Customer phone timed out because either the customer did not answer or there is a gateway failure.

- 16—Call is abandoned because of the following reasons:

- The Interactive Voice Response (IVR) port is not available or Unified CCX fails to transfer the call to the IVR port.

- The agent is not available or Unified CCX fails to transfer the call to the agent.

- 17—Call failed because of gateway issues.

- 18—Customer or agent abandons the call. The customer or the agent disconnects the call within the Abandoned Call Wait Time that is configured in the Unified CCX Application Administration web interface.

Campaign Name

Name of the IVR outbound campaign.

Filter Criteria

You can filter using the following parameter:

Filter Parameter

Result

Campaign List

Displays the list of IVR-based outbound campaigns.

Grouping Criteria

None

IVR Outbound Half Hourly Report

The IVR Outbound Half Hourly Report provides information about the progressive and predictive outbound Interactive Voice Response (IVR) calls for every half hour in the time range when the campaign is active.

Note

The campaign may stop few seconds after the specified End Time. Therefore, the report may provide information for an additional half hour interval. This half hour interval has information for the outbound calls that are dialed out before the campaign End Time, response for which is received after the campaign End Time.

Charts

The following chart is available:

Chart Name

Description

Total Attempted, Abandoned, Voice Calls by Campaign

Number of attempted calls, abandoned calls, and voice calls for a campaign.

Fields

The report includes a table that displays the following information:

Field

Description

Campaign Name

Name of the IVR outbound campaign for which the data is recorded.

Start Time

Start date and time of the interval.

End Time

End date and time of the interval.

Total Attempted Calls

Number of attempted calls.

Summary info—Sum of the records in this column.

Total Live Voice Calls

Number of voice calls.

Summary info—Sum of the records in this column.

Total Abandoned Calls

Number of abandoned calls.

Summary info—Sum of the records in this column.

Lines Per Port

Displays the LPP (Lines Per Port) value for a campaign at the end of the half hour interval. For Progressive campaigns, the LPP value is configured through the Unified CCX Application Administration web interface. For Predictive campaigns, the LPP value is calculated by the predictive algorithm.

Abandoned Rate

Call abandon rate since the statistics were last reset.

Abandon rate = (Abandoned / Voice + Abandoned) x 100

Filter Criteria

You can filter using the following parameter:

Filter Parameter

Result

Campaign Name

Displays half-hourly information for the specified progressive or predictive campaigns.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Campaign

Sorts data by campaign name.

Outbound Agent Detail Performance Report

The Outbound Agent Detail Performance Report provides detailed statistics for each agent by campaign (progressive and predictive). The report also provides the total call details, campaign call details for each agent, and a summary row of the call details for each agent for all agent-based progressive and predictive campaigns. This report is available with the Outbound feature.

Charts

The following chart is available:

Chart Name

Description

Calls Transferred By Campaign And Agent

Displays the number of calls that are transferred by each agent for a campaign.

Fields

The report includes a table that displays the following information:

Field

Description

Agent Name

First name and last name of the agent.

Campaign

Name of the campaign.

RNA

Number of outbound calls that the agent did not answer. Ring-no-answer (RNA).

Summary info—Sum of the records in this column.

Transfer

Number of outbound calls that are transferred from another agent. The other agent dials the outbound call and transfers it to the agent.

Summary info—Sum of the records in this column.

Talk Time—Avg

Average time in HH:MM:SS that the agent spends talking on outbound calls. Duration of all calls that are Agent Accepted and classified as Voice.

Talk Time—Max

Longest time in HH:MM:SS that the agent spends talking on an outbound call for the campaign. Calls that are Agent Accepted and classified as Voice are considered.

Filter Criteria

You can filter using any one of the following parameters:

Filter Parameter

Result

Campaign Names

Displays information for the specified campaigns.

Agent Names

Displays information for the specified agents.

Resource Group Names

Displays information for the agents who belong to the specified resource groups.

Skill Names

Displays information for the agents who have the specified skills.

Team Names

Displays information for the agents who belong to the specified teams.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Agent Name

Sorts data by agent name.

Preview Outbound Agent Detail Performance Report

The Preview Outbound Agent Detail Performance Report presents detailed statistics for each agent by campaign. The report also presents the total call details, campaign call details for each agent, and a summary row of the call details for each agent for all preview outbound campaigns. This report is available with the Outbound feature.

Charts

The following chart is available:

Chart Name

Description

Calls Accepted By Campaign And Agent

Displays the number of calls that are accepted by each agent for a campaign.

Fields

The report includes a table that displays the following information:

Field

Description

Agent Name

First name and last name of the agent.

Campaign

Name of the campaign.

Offered

Number of outbound calls that are offered to the agent.

Summary info—Sum of the records in this column.

Accepted

Total number of outbound calls that are accepted by the agent.

Summary info—Sum of the records in this column.

Rejected

Number of outbound calls that are rejected by the agent.

Summary info—Sum of the records in this column.

Closed

Number of outbound contacts that are closed by the agent.

Summary info—Sum of the records in this column.

RNA

Number of outbound calls the agent did not answer. Ring-no-answer (RNA).

Summary info—Sum of the records in this column.

Transfer

Number of outbound calls that are transferred from another agent. The agent did not dial an outbound call; the other agent dials the outbound call and transfers it to the agent.

Summary info—Sum of the records in this column.

Talk Time—Avg

Average time in HH:MM:SS the agent spends talking on outbound calls. Duration of all calls that are Agent Accepted and classified as Voice.

Talk Time—Max

Longest time in HH:MM:SS the agent spends talking on an outbound call for the campaign. Calls that are Agent Accepted and classified as Voice are considered.

Filter Criteria

You can filter using any one of the following parameters:

Filter Parameter

Result

Campaign Names

Displays information for the specified campaigns.

Agent Names

Displays information for the specified agents.

Resource Group Names

Displays information for the agents who belong to the specified resource groups.

Skill Names

Displays information for the agents who have the specified skills.

Team Names

Displays information for the agents who belong to the specified teams.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Agent Name

Sorts data by agent name.

Preview Outbound Campaign Summary Report

The Preview Outbound Campaign Summary Report presents call summary statistics for each campaign. This report is available with the Unified Outbound Preview Dialer (Outbound) feature.

Charts

The following chart is available:

Chart Name

Description

Calls Accepted, Rejected, Closed by Campaign

Displays the number of calls that are accepted, rejected, or closed for a campaign.

Fields

The report includes a table that displays the following information:

Field

Description

Campaign

Name of the campaign.

Total

Total number of contacts that are imported for the campaign. The number of contacts include all the contacts that were imported at the time the report is generated and is independent of the end date that you choose when you generated the report.

Contacts—Total = Imported contacts in the campaign that are yet to be dialed out (including the contacts that are marked for retry or callback) + Contacts that are deleted from the start date + Contacts that are closed by the system from the day before the start date (either the contacts are dialed out successfully or the maximum number of attempts are made to dial the contact).

Summary info—Sum of the records in this column.

Available

Number of contacts that are yet to be dialed out including the contacts that are marked for retry, callback, and the contacts that will never be dialed out as they are deleted from the campaign after importing.

The contacts include data till the time the report is generated and is independent of the end date that is chosen while generating the report. If there are no contacts that are to be retried or called back, then Total contacts = Attempted contacts + Available contacts.

Summary info—Sum of the records in this column.

Attempt

Number of attempted outbound contact records.

If a contact is retried because the original attempt is unsuccessful (reached answering machine, busy signal, or customer not home), the contact is counted once.

Summary info—Sum of the records in this column.

% Attempt

The percentage of attempted outbound calls.

% Attempt = (Attempted / Total Contacts) x 100

Summary info—Overall percentage

Accepted

Number of accepted outbound calls.

Summary info—Sum of the records in this column.

Rejected

Number of outbound calls that are skipped or rejected by the agent.

Summary info—Sum of the records in this column.

Closed

Number of outbound contacts that are closed by agents.

Summary info—Sum of the records in this column.

Voice

Number of successful outbound calls.

Summary info—Sum of the records in this column.

Answering Machine

Number of daily outbound calls with a classification of Answering Machine. The agent clicks Accept and selects a classification of Answering Machine for this contact.

Summary info—Sum of the records in this column.

Fax/Modem

Number of outbound calls with a classification of Fax/Modem. The agent clicks Accept and selects a classification of Fax/Modem for this contact.

Summary info—Sum of the records in this column.

Invalid

Number of outbound calls for the day with a classification of Invalid. The agent clicks Accept and selects a classification of Invalid for this contact.

Summary info—Sum of the records in this column.

Requested Callback

Number of calls that are marked for callback.

Note:
A call that is accepted by the agent, marked for callback, later routed to and accepted by another agent (at the callback time), and again marked for callback is counted twice toward the number of callback calls.

Summary info—Sum of the records in this column.

Not Home

Number of outbound contacts where the person who answers the phone is not the customer.

Summary info—Sum of the records in this column.

Wrong Number

Number of outbound contacts where the person who answers the phone indicates that the customer does not live there.

Summary info—Sum of the records in this column.

Busy

Number of outbound calls where the response is a busy signal.

Summary info—Sum of the records in this column.

Talk Time—Avg

Average time in HH:MM:SS the agent spends talking on outbound calls. Duration of all calls that are Agent Accepted and classified as Voice.

Talk Time—Max

Longest time in HH:MM:SS the agent spends talking on an outbound call for the campaign. Duration of all calls that are Agent Accepted and classified as Voice.

Summary info—Maximum value in this column.

Filter Criteria

You can filter using the following parameter:

Filter Parameter

Result

Campaign Names

Displays information for the specified campaigns.

Grouping Criteria

None

Chapter 5. System Reports

- Application Performance Analysis Report

- Application Summary Report

- License Utilization Hourly Report

Application Performance Analysis Report

The Application Performance Analysis Report presents call statistics for each Unified CCX or Unified IP IVR application.

Charts

The following charts are available:

Chart Name

Description

Average Call Duration by Application

Displays average call duration for an application.

Calls Handled vs Abandoned by Application

Displays the number of calls that are handled and the number of calls that are abandoned for an application.

Calls Presented by Application

Displays the number of received calls for an application.

Fields

The report includes a table that displays the following information:

Field

Description

Application ID

Identification number that is assigned to the application by Unified CCX.

Application Name

Name of the Unified CCX or Unified IP IVR application.

Calls Presented

Number of calls that are received by the application including internal calls. It includes calls that are handled by the application and the calls that are abandoned while in the application. A call can invoke more than one application and is counted for each of them.

Summary info—Sum of values in this column.

Calls Handled

Number of calls that are handled by the application including internal calls.

Summary info—Sum of values in this column.

Calls Abandoned

Number of calls that are abandoned, aborted, or rejected while in the application.

Summary info—Sum of values in this column.

Abandon Rate (per hour)

Average number of calls that are abandoned each hour while in the application.

Summary info—Maximum value in this column.

Avg Call Duration

Average time that elapsed from the time the call enters this workflow until the call exits this workflow when the caller hangs up or when the call enters another workflow.

Summary info—Maximum value in this column.

Filter Criteria

None

Grouping Criteria

None

Application Summary Report

The Application Summary Report presents call statistics for each Unified CCX or Unified IP IVR application. It includes information for presented, handled, abandoned, flow-in, and flow-out calls. It also includes information about call talk time, work time, and abandon time.

Charts

The following chart is available:

Chart Name

Description

Calls Presented by Application

Displays the number of calls received by each Unified CCX or Unified IP IVR application.

Fields

The report includes a table that displays the following information:

Field

Description

Application Name

Name of the Unified CCX or Unified IP IVR application.

Called Number

For outbound calls that are transferred to a Unified CCX route point and handled by an application, the telephone number that is dialed by the caller who initiated the original outbound call.

For incoming calls that are handled by an application:

- If the call is placed from a Unified Communications Manager phone, the telephone number that is dialed by the caller.

- If the call is placed from outside of VoIP network (for example, from the PSTN of a TDM PBX), the Unified Communications Manager directory number to which the VoIP gateway routes the call.

Calls Presented

Number of calls that are received by the application including internal call. This number is equal to the number of calls that are handled by the application plus the number of calls that are abandoned while in the application.

Summary info—Sum of values in this column.

Flow-In

Number of calls that are redirected to this application from another application by a workflow. It does not include calls that come from another agent or an external system such as a voice messaging system.

Summary info—Sum of values in this column.

Flow-Out

Number of calls that this application sends to another application or external destination without being handled by an agent.

Summary info—Sum of values in this column.

Calls Handled

Number of calls that are handled by the application including internal calls.

Summary info—Sum of values in this column.

Avg Speed Of Answer

Average queue time to answer calls by agents. Calls that did not connect to an agent are not included in this calculation.

Average queue time = Queue time / Number of calls

Avg Talk Time

Average talk time of all the calls that are handled by an agent. Talk time is the elapsed time between the time that an agent connects to a call and the time the call is disconnected or transferred, not including hold time.

Average talk time = Total talk time / Number of calls handled by the agents

Avg Work Time

Average time an agent spends in Work state after disconnecting/transferring calls.

Average work time = Total work time / Number of calls handled by the agents

Calls Abandoned

Number of calls that are abandoned by the application.

Summary info—Sum of values in this column.

Avg Abandon Time

Average duration of calls before they are abandoned.

Filter Criteria

You can filter using the following parameter:

Filter Parameter

Result

Application Name

Displays information for the specified applications.

Grouping Criteria

None

License Utilization Hourly Report

The License Utilization Hourly Report presents aggregated historical license utilization information for every hour. For every hour in the query interval, the report presents the maximum values for the following parameters:

- Number of inbound ports in the system

- Number of outbound ports in the system

- Number of agent seats used in the system

Charts

The following chart is available:

Chart Name

Description

License Utilization Hourly Report Line

Displays the maximum number of inbound ports, agent seats, and outbound ports used in an hour.

Fields

The report includes a table that shows the following information:

Field

Description

Date

Date for which the aggregated license information is displayed.

Hour

Hour for which the aggregated license information is displayed.

Maximum Inbound Ports

Maximum number of inbound ports that are used in the given date and hour. A blank field indicates that no data is available.

Summary info—Maximum value in this column.

Maximum Inbound Seats

Maximum number of inbound seats that are used for login of agents and supervisors in the given date and hour. A blank field indicates that no data is available.

Summary info—Maximum value in this column.

Maximum Outbound Ports

Maximum number of outbound ports that are used in the given date and hour. A blank field indicates that no data is available.

Summary info—Maximum value in this column.

Filter Criteria

None

Grouping Criteria

Data is grouped by the following field:

Field

Result

Date

Sorts data by date.

Chapter 6. Agent Reports

- Agent CSQ Statistics Report

- Agent State Log Report

- Agent Statistics Report

- Agent Team Summary Report

Agent CSQ Statistics Report

The Agent CSQ Statistics Report presents the current day's call queue statistics, since midnight, of the Contact Service Queues (CSQ) to which the agent is associated.

Charts

None

Fields

The report includes a table that displays the following information:

Field

Description

Agent ID

Login ID of the agent.

CSQ Name

Name of the CSQ.

Calls Waiting

Number of calls in queue for a CSQ.

Longest Call in Queue

Elapsed wait time of the oldest call in the queue.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

Team Name

Displays information for the CSQs that belong to the specified teams.

Grouping Criteria

None

Agent State Log Report

The Agent State Log Report presents the agent state and duration in that state, wrap-up data, and the reason code (where applicable) for the current day, since midnight.

Charts

None

Fields

The report includes a table that displays the following information:

Field

Description

Agent ID

Login ID of the agent.

Start Time

Time the agent state is initiated.

Agent State

State of the agent—Login, Logout, Not Ready, Ready, Reserved, Talking, or Work.

Wrap-up Data

Wrap-up data entered by the agent in Work state.

Reason Code

Reason code for the agent moving to Logout state or Not Ready state. Zero indicates that no logout reason code is configured or that the agent was unable to enter a reason code. It is also zero for other states.

To view a list of reason codes and their descriptions, see the "Predefined" reason codes section below.

Duration

Time that the agent spent in a state.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

Team Name

Displays information for the agents who belong to the specified teams.

Grouping Criteria

None

Predefined Reason Codes

Reason Code

State

Event

Event Description

22

Logout

SUP_AGT_TO_LOGOUT

Supervisor changes an agent’s state to Logout.

33

Not Ready

SUP_AGT_TO_NOT
READY

Supervisor changes an agent’s state to Not Ready.

32748

Logout

AGENT_DELETED

Agent is logged out from Unified CCX as the agent is deleted from Unified Communications Manager. This event is triggered when Unified CCX synchronizes the agent information with Unified Communications Manager.

32749

Not Ready

CANCEL_FEATURE

Agent's state changes from Talking to Not Ready because the Cancel feature is triggered during an Interactive Call Distribution (ICD) consult call between two agents.

When the consulting agent presses the Cancel softkey on the phone, the consulted agent is no longer associated with the ICD call, and the consulted agent's state changes to Not Ready. This feature is available only on some of the newer phones.

32750

Logout

AGT_IPCC_EXT_
CHANGED

Agent is logged out from Unified CCX because the agent’s Unified CCX extension changes in Unified Communications Manager.

32751

Ready

AGENT_SKIPS

Agent receives a preview outbound call and skips the call.

32752

Ready

CANCEL_RESERVATION

Agent receives a preview outbound call, decides to cancel the reservation, and presses the Cancel Reservation button on the desktop.

32753

Not Ready

LINE_RESTRICTED

Agent’s phone line is flagged as a restricted device by the administrator of Unified Communications Manager.

Attention:
If an agent’s line is added to the restricted list, it affects the function of RmCm subsystem.

If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the line remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: Click Here .

32754

Not Ready

DEVICE_RESTRICTED

Agent's device is flagged as a restricted device by the administrator of Unified Communications Manager.

Attention:
If an agent’s device is added to the Restricted list, it affects the function of RmCm subsystem.

If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the device remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: Click Here .

32755

Not Ready

CALL_ENDED

Agent moves to Not Ready state after handling a Unified CCX call. This event occurs in the following cases:

- Agent 1 is in Not Ready state and gets a consult call from Agent 2. After handling the call, Agent 1 moves back to Not Ready state.

- The Automatic Available option is disabled for the agent. After handling a call, agent moves to Not Ready state.

32756

Not Ready

PHONE_UP

Agent’s phone becomes active after it was in Phone Down state.

32757

Not Ready

CM_FAILOVER

Unified Communications Manager fails over, and the agent is moved to Not Ready state.

32758

Not Ready

WORK_TIMER_EXP

Agent’s state changes from Work to Not Ready. This change occurs if the Work state for that agent’s CSQ is associated with an expired wrap-up timer.

32759

Not Ready

PHONE_DOWN

Agent’s phone stops functioning and the agent is placed in the Unavailable state.

32760

Not Ready

AGT_LOGON

Agent logs in and is automatically placed in the Not Ready state.

32761

Not Ready

AGT_RCV_NON_ICD

Agent is logged in to the desktop or IP phone and receives a call that is not queued on the Unified CCX platform.

32762

Not Ready

AGT_OFFHOOK

Agent goes off hook to place a call. If the agent enters a reason code, that reason code is displayed. If the agent does not enter a reason code, the system issues this reason code.

32763

Not Ready

AGT_RNA

Agent fails to answer a Unified CCX call within the specified timeout period.

32764

Logout

CRS_FAILURE

Active server becomes the standby server, and the agent loses connection to the Unified CCX platform.

32765

Logout

CONNECTION_DOWN

IP Phone Agent or desktop stops functioning, or connection is disrupted.

32767

Logout

AGT_RELOGIN

Agent is logged in to one device (computer or phone) and tries to log in to a second device.

Agent Statistics Report

The Agent Statistics Report presents performance statistics of the agents for the current day, since midnight.

Charts

None

Fields

The report includes a table that display the following information:

Field

Description

Agent ID

Login ID of the agent.

Calls Offered

Calls sent to the agent, regardless of whether the agent picks up the call.

Calls Handled

Calls connected to the agent.

Talk Time—Avg

Average time the agent spent in Talking state.

Average talk time = Total time in Talking state / Calls handled

Talk Time—Max

Longest time the agent spent in Talking state.

Talk Time—Total

Total time the agent spent in Talking state.

Hold Time—Avg

Average time the agent put the calls on hold.

Average hold time = Total time the calls were on hold / Calls handled

Hold Time—Max

Longest time the agent put a call on hold.

Hold Time—Total

Total time the agent put the calls on hold.

Ready—Avg

Average time the agent spent in Ready state.

Average ready time = Total time the agent spent in Ready state / Number of times the agent moved to Ready state

Ready—Max

Longest time the agent spent in Ready state.

Ready—Total

Total time the agent spent in Ready state.

Not Ready—Avg

Average time the agent spent in Not Ready state.

Average not ready time = Total time the agent spent in Not Ready state / Number of times the agent moved to Not Ready state

Not Ready—Max

Longest time the agent spent in Not Ready state.

Not Ready—Total

Total time the agent spent in Not Ready state.

After Call Work—Avg

Average time the agent spent in Work state.

Average work time = Total time in Work state / Calls completed

After Call Work—Max

Longest time the agent spent in Work state.

After Call Work—Total

Total time the agent spent in Work state.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

Team Name

Displays information for the agents who belong to the specified teams.

Grouping Criteria

None

Agent Team Summary Report

The Agent Team Summary Report presents the agent state and the reason code (where applicable). An agent can view details of all the agents in the team.

Charts

None

Fields

The report includes a table that displays the following information:

Field

Description

Agent Name

First name and last name of the agent.

State

State of the agent—Logged-In, Logout, Not Ready, Ready, Reserved, Talking, or Work.

Reason Code

Reason code for the agent moving to Logout state or Not Ready state. It is zero for other states. Zero indicates that no logout reason code is configured or that the agent was unable to enter a reason code. It is also zero for other states.

To view a list of reason codes and their descriptions, see the "Predefined" reason codes section below.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

Team Name

Displays information for the agents who belong to the specified teams.

Grouping Criteria

None

Predefined Reason Codes

Reason Code

State

Event

Event Description

22

Logout

SUP_AGT_TO_LOGOUT

Supervisor changes an agent’s state to Logout.

33

Not Ready

SUP_AGT_TO_NOT
READY

Supervisor changes an agent’s state to Not Ready.

32748

Logout

AGENT_DELETED

Agent is logged out from Unified CCX as the agent is deleted from Unified Communications Manager. This event is triggered when Unified CCX synchronizes the agent information with Unified Communications Manager.

32749

Not Ready

CANCEL_FEATURE

Agent's state changes from Talking to Not Ready because the Cancel feature is triggered during an Interactive Call Distribution (ICD) consult call between two agents.

When the consulting agent presses the Cancel softkey on the phone, the consulted agent is no longer associated with the ICD call, and the consulted agent's state changes to Not Ready. This feature is available only on some of the newer phones.

32750

Logout

AGT_IPCC_EXT_
CHANGED

Agent is logged out from Unified CCX because the agent’s Unified CCX extension changes in Unified Communications Manager.

32751

Ready

AGENT_SKIPS

Agent receives a preview outbound call and skips the call.

32752

Ready

CANCEL_RESERVATION

Agent receives a preview outbound call, decides to cancel the reservation, and presses the Cancel Reservation button on the desktop.

32753

Not Ready

LINE_RESTRICTED

Agent’s phone line is flagged as a restricted device by the administrator of Unified Communications Manager.

Attention:
If an agent’s line is added to the restricted list, it affects the function of RmCm subsystem.

If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the line remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: Click Here .

32754

Not Ready

DEVICE_RESTRICTED

Agent's device is flagged as a restricted device by the administrator of Unified Communications Manager.

Attention:
If an agent’s device is added to the Restricted list, it affects the function of RmCm subsystem.

If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the device remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: Click Here .

32755

Not Ready

CALL_ENDED

Agent moves to Not Ready state after handling a Unified CCX call. This event occurs in the following cases:

- Agent 1 is in Not Ready state and gets a consult call from Agent 2. After handling the call, Agent 1 moves back to Not Ready state.

- The Automatic Available option is disabled for the agent. After handling a call, agent moves to Not Ready state.

32756

Not Ready

PHONE_UP

Agent’s phone becomes active after it was in Phone Down state.

32757

Not Ready

CM_FAILOVER

Unified Communications Manager fails over, and the agent is moved to Not Ready state.

32758

Not Ready

WORK_TIMER_EXP

Agent’s state changes from Work to Not Ready. This change occurs if the Work state for that agent’s CSQ is associated with an expired wrap-up timer.

32759

Not Ready

PHONE_DOWN

Agent’s phone stops functioning and the agent is placed in the Unavailable state.

32760

Not Ready

AGT_LOGON

Agent logs in and is automatically placed in the Not Ready state.

32761

Not Ready

AGT_RCV_NON_ICD

Agent is logged in to the desktop or IP phone and receives a call that is not queued on the Unified CCX platform.

32762

Not Ready

AGT_OFFHOOK

Agent goes off hook to place a call. If the agent enters a reason code, that reason code is displayed. If the agent does not enter a reason code, the system issues this reason code.

32763

Not Ready

AGT_RNA

Agent fails to answer a Unified CCX call within the specified timeout period.

32764

Logout

CRS_FAILURE

Active server becomes the standby server, and the agent loses connection to the Unified CCX platform.

32765

Logout

CONNECTION_DOWN

IP Phone Agent or desktop stops functioning, or connection is disrupted.

32767

Logout

AGT_RELOGIN

Agent is logged in to one device (computer or phone) and tries to log in to a second device.

Chapter 7. Supervisor Reports

- Agent Outbound Team Summary Report

- Chat Agent Statistics Report

- Chat CSQ Summary Report

- Team State Report

- Team Summary Report

- Voice CSQ Agent Detail Report

- Voice CSQ Summary Report

Agent Outbound Team Summary Report

The Agent Outbound Team Summary Report provides performance statistics of the agents in the team for direct preview, progressive, and predictive outbound campaigns. The following two views are available for this report:

- Short and Long Term Average—Provides the performance statistics of the agents who handle outbound calls for the current day based on short term and long term values.

- Since Midnight—Provides the performance statistics of the agents in the team who handle outbound calls for the current day, beginning at midnight.

Note

- Your administrator can set the short term value to 5, 10, or 15 minutes.

- Long term value is set to 30 minutes.

Charts

None

Fields

The following view-wise tables are included in the report.

Short and Long Term Average

Field

Description

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Average Talk Time—Short Term

Average time the agent spent in Talking state for outbound calls in the last 5, 10, or 15 minutes.

Average Talk Time—Long Term

Average time the agent spent in Talking state for outbound calls in the last 30 minutes.

Average Hold Time—Short Term

Average time the agent put the outbound calls on hold in the last 5, 10, or 15 minutes.

Average Hold Time—Long Term

Average time the agent put the outbound calls on hold in the last 30 minutes.

Since Midnight

Field

Description

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Talk Time—Avg

Average time the agent spent in Talking state for outbound calls.

Average talk time = Total time in Talking state / calls handled

Talk Time—Max

Longest time the agent spent in Talking state for outbound calls.

Talk Time—Total

Total time the agent spent in Talking state for outbound calls.

Hold Time—Avg

Average time the agent put the outbound calls on hold.

Average hold time = Total time calls were put on hold / calls handled

Hold Time—Max

Longest time the agent put an outbound call on hold.

Hold Time—Total

Total time the agent put the outbound calls on hold.

After Call Work Time—Avg

Average time the agent spent in Work state for outbound calls.

Average work time = Total time in Work state / calls completed

After Call Work Time—Max

Longest time the agent spent in Work state for outbound calls.

After Call Work Time—Total

Total time the agent spent in Work state for outbound calls.

Filter Criteria

You can filter using the following parameter:

Filter Parameter

Result

Team Name

Displays information for the agents who belong to the specified teams.

Grouping Criteria

None

Chat Agent Statistics Report

The Chat Agent Statistics Report provides agent statistics.

Charts

None

Fields

The report includes a table that displays the following information:

- Visible fields—These fields are displayed in the report.

- Hidden fields—These fields are not displayed in the report. You can customize the report to display these fields. For more information, see the Cisco Unified Contact Center Express Report User Guide, located at:

Click Here .

Visible Fields in Chat Agent Statistics Report

Field

Description

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Current State

State of the agent—Logged-In, Logout, Not Ready, Ready, Partial Busy, Busy, Reserved.

Duration

Time that the agent spent in the current state.

Current Active Contacts

Number of contacts that the agent is handling.

Contacts Presented

Number of contacts that are offered to the agent since midnight.

Contacts Handled

Number of contacts that are handled by the agent since midnight. A contact is marked handled if a contact is connected to an agent.

Contacts Abandoned

Number of contacts that are routed to the CSQ since midnight but are not answered by an agent, because the customer ends the chat or the customer is disconnected.

Contacts RNA

Number of contacts that the agent did not answer since midnight. Ring-no-answer (RNA).

Hidden Fields in Chat Agent Statistics Report

Field

Description

Login Duration

Elapsed time between the login time and the logout time since midnight.

CSQs Serving

List of CSQs that the agent is serving.

Agent Utilization—Not Ready

Percentage of time that the agent spent in Not Ready state since midnight. It is calculated every minute and is one of the components that add up to the agent's total login duration.

Agent Utilization—Ready

Percentage of time that the agent spent in Ready state since midnight. It is calculated every minute and is one of the components that add up to the agent's total login duration.

Agent Utilization—Partial Busy

Percentage of time that the agent spent in Partial Busy state since midnight. It is calculated every minute and is one of the components that add up to the agent's total login duration.

Agent Utilization—Busy

Percentage of time that the agent spent in Busy state since midnight. It is calculated every minute and is one of the components that add up to the agent's total login duration.

Filter Criteria

You can filter using the following parameter:

Filter Parameter

Result

Team Name

Displays information for the agents who belong to the specified teams.

Grouping Criteria

None

Chat CSQ Summary Report

The Chat CSQ Summary Report provides agent statistics and contact statistics for a Contact Service Queue (CSQ).

Charts

None

Fields

The report includes a table that displays the following information:

- Visible fields—These fields are displayed in the report.

- Hidden fields—These fields are not displayed in the report. You can customize the report to display these fields. For more information, see the Cisco Unified Contact Center Express Report User Guide, located at:

Click Here .

Visible Fields in Chat CSQ Summary Report

Field

Description

CSQ Name

Name of the CSQ.

Contacts Waiting

Number of contacts in queue for a CSQ.

Agents—Logged-In

Number of agents in Logged-In state.

Agents—Not Ready

Number of agents in Not Ready state.

Agents—Ready

Number of agents in Ready state.

Agents—Partial Busy

Number of agents in Partial Busy state. An agent is set to Partial Busy state when the agent has not reached the maximum number of chat sessions that is set by the administrator.

Agents—Busy

Number of agents in Busy state. An agent is set to Busy state when the agent reaches the maximum number of chat sessions that is set by the administrator.

Agents—Reserved

Number of agents in Reserved state.

Hidden Fields in Chat CSQ Summary Report

Field

Description

Contacts Total

Number of contacts routed to the CSQ since midnight.

Contacts Handled

Number of contacts that are handled by the CSQ since midnight. A contact is marked handled if a contact is connected to an agent while queued for this CSQ.

Contacts Abandoned

Number of contacts that are routed to the CSQ since midnight but are not answered by an agent, because the customer ends the chat or the customer is disconnected.

Filter Criteria

You can filter using the following parameter:

Filter Parameter

Result

Team Name

Displays information for the CSQs that belong to the specified teams.

Grouping Criteria

None

Team State Report

The Team State Report presents each agent state and the time spent in a state. The supervisor can see agents of all the assigned teams.

Charts

None

Fields

The report includes a table that displays the following information:

Field

Description

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Login Duration (since midnight)

Time the agent logged in since midnight.

Current State

State of the agent—Logged-In, Logout, Not Ready, Ready, Reserved, Talking, or Work.

Duration

Time that the agent spent in the current state.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

Team Name

Displays information for the agents who belong to the specified teams.

Grouping Criteria

None

Team Summary Report

The Team Summary Report presents performance statistics of all the agents in the team. The following two views are available for this report:

- Short and Long Term Average—Presents the performance statistics of the team members for the current day based on short term and long term values.

- Since Midnight—Presents the performance statistics for the current day, since midnight.

Note

- Your administrator can set the short term value to 5, 10 or 15 minutes.

- Long term value is set to 30 minutes.

Charts

None

Fields

The following are the view-wise tables that are part of the report:

Short and Long Term Average

Field

Description

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Login Duration (since midnight)

Total login duration of the agent, since midnight.

Average Talk Time—Short Term

Average time the agent spent in Talking state in the last 5, 10 or 15 minutes.

Average Talk Time—Long Term

Average time the agent spent in Talking state in the last 30 minutes.

Average Hold Time—Short Term

Average time the agent put the calls on hold in the last 5, 10 or 15 minutes.

Average Hold Time—Long Term

Average time the agent put the calls on hold in the last 30 minutes.

Since Midnight

Field

Description

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Login Duration

Total login duration of the agent.

Calls Offered

Number of calls that are sent to the agent, regardless of whether the agent answered the call.

Calls Handled

Number of calls that are answered by the agent.

Average Ring Time

Average ring time of calls before the calls were answered.

Average ring time = Total ring time / Calls handled

Talk Time—Avg

Average time the agent spent in Talking state.

Average talk time = Total time in Talking state / Calls handled

Talk Time—Max

Longest time the agent spent in Talking state.

Talk Time—Total

Total time the agent spent in Talking state.

Hold Time—Avg

Average time the agent put the calls on hold.

Average hold time = Total time calls were put on hold / Calls handled

Hold Time—Max

Longest time the agent put a call on hold.

Hold Time—Total

Total time the agent put the calls on hold.

Ready Time—Avg

Average time the agent spent in Ready state.

Average ready time = Total time the agent spent in Ready state / Number of times the agent moved to Ready state

Ready Time—Max

Longest time the agent spent in Ready state.

Ready Time—Total

Total time the agent spent in Ready state.

Not Ready Time—Avg

Average time the agent spent in Not Ready state.

Average not ready time = Total time the agent spent in Not Ready state / Number of times the agent moved to Not Ready state

Not Ready Time—Max

Longest time the agent spent in Not Ready state.

Not Ready Time—Total

Total time the agent spent in Not Ready state.

After Call Work Time—Avg

Average time the agent spent in Work state.

Average work time = Total time in Work state / Calls completed

After Call Work Time—Max

Longest time the agent spent in Work state.

After Call Work Time—Total

Total time the agent spent in Work state.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

Team Name

Displays information for the agents who belong to the specified teams.

Grouping Criteria

None

Voice CSQ Agent Detail Report

The Voice CSQ Agent Detail Report presents the agent current state, duration in the state and the reason code where applicable.

Charts

None

Fields

The report includes a table that displays the following information:

Field

Description

CSQ

Name of the Contact Service Queue (CSQ).

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Current State

State of the agent—Logged-In, Logout, Not Ready, Ready, Reserved, Talking, or Work.

Duration

Time that the agent spent in the current state.

Reason Code

Reason code for the agent moving to Logout state or Not Ready state. Zero indicates that no logout reason code is configured or that the agent was unable to enter a reason code. It is also zero for other states.

To view a list of reason codes and their descriptions, see the "Predefined" reason codes section below.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

Team Name

Displays information for the agents who belong to the specified teams.

Grouping Criteria

None

Predefined Reason Codes

Reason Code

State

Event

Event Description

22

Logout

SUP_AGT_TO_LOGOUT

Supervisor changes an agent’s state to Logout.

33

Not Ready

SUP_AGT_TO_NOT
READY

Supervisor changes an agent’s state to Not Ready.

32748

Logout

AGENT_DELETED

Agent is logged out from Unified CCX as the agent is deleted from Unified Communications Manager. This event is triggered when Unified CCX synchronizes the agent information with Unified Communications Manager.

32749

Not Ready

CANCEL_FEATURE

Agent's state changes from Talking to Not Ready because the Cancel feature is triggered during an Interactive Call Distribution (ICD) consult call between two agents.

When the consulting agent presses the Cancel softkey on the phone, the consulted agent is no longer associated with the ICD call, and the consulted agent's state changes to Not Ready. This feature is available only on some of the newer phones.

32750

Logout

AGT_IPCC_EXT_
CHANGED

Agent is logged out from Unified CCX because the agent’s Unified CCX extension changes in Unified Communications Manager.

32751

Ready

AGENT_SKIPS

Agent receives a preview outbound call and skips the call.

32752

Ready

CANCEL_RESERVATION

Agent receives a preview outbound call, decides to cancel the reservation, and presses the Cancel Reservation button on the desktop.

32753

Not Ready

LINE_RESTRICTED

Agent’s phone line is flagged as a restricted device by the administrator of Unified Communications Manager.

Attention:
If an agent’s line is added to the restricted list, it affects the function of RmCm subsystem.

If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the line remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: Click Here .

32754

Not Ready

DEVICE_RESTRICTED

Agent's device is flagged as a restricted device by the administrator of Unified Communications Manager.

Attention:
If an agent’s device is added to the Restricted list, it affects the function of RmCm subsystem.

If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the device remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: Click Here .

32755

Not Ready

CALL_ENDED

Agent moves to Not Ready state after handling a Unified CCX call. This event occurs in the following cases:

- Agent 1 is in Not Ready state and gets a consult call from Agent 2. After handling the call, Agent 1 moves back to Not Ready state.

- The Automatic Available option is disabled for the agent. After handling a call, agent moves to Not Ready state.

32756

Not Ready

PHONE_UP

Agent’s phone becomes active after it was in Phone Down state.

32757

Not Ready

CM_FAILOVER

Unified Communications Manager fails over, and the agent is moved to Not Ready state.

32758

Not Ready

WORK_TIMER_EXP

Agent’s state changes from Work to Not Ready. This change occurs if the Work state for that agent’s CSQ is associated with an expired wrap-up timer.

32759

Not Ready

PHONE_DOWN

Agent’s phone stops functioning and the agent is placed in the Unavailable state.

32760

Not Ready

AGT_LOGON

Agent logs in and is automatically placed in the Not Ready state.

32761

Not Ready

AGT_RCV_NON_ICD

Agent is logged in to the desktop or IP phone and receives a call that is not queued on the Unified CCX platform.

32762

Not Ready

AGT_OFFHOOK

Agent goes off hook to place a call. If the agent enters a reason code, that reason code is displayed. If the agent does not enter a reason code, the system issues this reason code.

32763

Not Ready

AGT_RNA

Agent fails to answer a Unified CCX call within the specified timeout period.

32764

Logout

CRS_FAILURE

Active server becomes the standby server, and the agent loses connection to the Unified CCX platform.

32765

Logout

CONNECTION_DOWN

IP Phone Agent or desktop stops functioning, or connection is disrupted.

32767

Logout

AGT_RELOGIN

Agent is logged in to one device (computer or phone) and tries to log in to a second device.

Voice CSQ Summary Report

The Voice CSQ Summary Report presents agent statistics and call statistics for a Contact Service Queue (CSQ). The following three views are available for this report:

- Snapshot—Presents the performance statistics of the agents that are associated with the specified CSQs.

- Short and Long Term Average—Presents the call statistics of the CSQ for the current day based on short term and long term values.

- Since Midnight—Presents the call statistics of the CSQ, since midnight.

Note

- Your administrator can set the short term value to 5, 10 or 15 minutes.

- Long term value is set to 30 minutes.

Charts

None

Fields

The following are the view-wise tables that are part of the report:

Snapshot

Field

Description

CSQ Name

Name of the CSQ.

Waiting Calls

Number of calls in queue for a CSQ.

Longest Call in Queue

Elapsed wait time of the oldest call in the queue.

Agents Logged In

Number of agents in Logged-In state.

Agents Talking

Number of agents in Talking state.

Agents Ready

Number of agents in Ready state.

Agents Not Ready

Number of agents in Not Ready state.

Agents in After Call Work

Number of agents in Work state.

Agents Reserved

Number of agents in Reserved state.

Short and Long Term Average

Field

Description

CSQ Name

Name of the CSQ.

Calls Abandoned—Short Term

Number of abandoned calls in the last 5, 10 or 15 minutes.

Calls Abandoned—Long Term

Number of abandoned calls in the last 30 minutes.

Calls Dequeued—Short Term

Number of dequeued calls in the last 5, 10 or 15 minutes.

Calls Dequeued—Long Term

Number of dequeued calls in the last 30 minutes.

Average Contact Handling Time—Short Term

Average handle time of the calls that are routed to the CSQ in the last 5, 10 or 15 minutes.

Average Contact Handling Time—Long Term

Average handle time of the calls that are routed to the CSQ in the last 30 minutes.

Average Waiting Duration—Short Term

Average wait time of the calls that are routed to the CSQ in the last 5, 10 or 15 minutes.

Average Waiting Duration—Long Term

Average wait time of the calls that are routed to the CSQ in the last 30 minutes.

Service Level—Short Term

Service level is measured in the last 5, 10 or 15 minutes. The most recent service level is displayed in case there are no calls in the measurement window.

Service Level—Long Term

Service level in the last 30 minutes.

Since Midnight

Field

Description

CSQ Name

Name of the CSQ.

Waiting Calls

Number of calls in queue for a CSQ.

Abandoned Calls

Number of calls that are abandoned for a CSQ.

Handled Calls

Number of calls that are answered by the agents in the CSQ.

Total Calls

Number of calls that are presented to the CSQ.

Longest Call in Queue

Longest wait time of any call before it is answered.

Longest Handle Time

Longest talk time of any call that the agent handled.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

Team Name

Displays information for the CSQs that belong to the specified teams.

Grouping Criteria

None