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