Cisco Unified CCX Web Chat and Supervisor Desktop User Guide Release 9.0(1)
Unified CCX Chat supervisor reports
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Unified CCX Chat supervisor reports

Unified CCX Chat supervisor reports

Each Unified CCX Chat Supervisor report provides a description of the report and a table explaining the information that is displayed in the report.

This chapter describes each of the following reports.

Agent Summary Report

The Agent Summary Report contains a summary of the activities of agents.

Table 1 shows how the information in the Agent Summary Report is obtained or calculated.

Table 1 Agent Summary Report

Field Name

Description

Agent Name

First and last name of the agent.

Agent ID

Login ID of the agent.

Current State

Current state of the agent.

Contact Service Queue

Name of the chat CSQ. This information is displayed only if the agent is in Busy state.

State Duration

Duration in the current state.

Logon Time

Duration since the agent logged in.

Chat Presented

Number of contacts that were presented to this agent.

Chat Handled

Number of contacts that were handled by this agent.

Longest Busy Duration

Longest time the agent spent with a contact. Includes chat and work durations.

Avg Busy Duration

Average time the agent spent with contacts.

Total Busy Duration

Total time the agent spent with contacts.

Max Ready Duration

Longest time the agent was in Ready state.

Avg Ready Duration

Average time the agent was in Ready state.

Total Ready Duration

Total time the agent was in Ready state.

Max Not Ready Duration

Longest time the agent was in Not Ready state.

Avg Not Ready Duration

Average time the agent was in Not Ready state.

Total Not Ready Duration

Total time the agent was in Not Ready state.

CSQ Detail Report

Table 1 shows how the information in the CSQ Detail Report is obtained or calculated.

Table 2 CSQ Detail Report

Field Name

Description

Agent Name

First and last name of the agent.

Current State

Current state of the agent.

Contact Service Queue

Name of the chat CSQ. This information is displayed only if the agent is in Busy state.

State Duration

Duration in the current agent state.

CSQ Summary Report

The CSQ Summary Report provides a summary line for each CSQ.

Table 1 shows how the information in the CSQ Summary Report is obtained or calculated.

Table 3 CSQ Summary Report

Field Name

Description

CSQ

Name of the CSQ.

Agents Logged in

Number of agents logged in for this CSQ.

Agents Busy

Number of agents in Busy state.

Agents Ready

Number of agents in Ready state.

Agents Not Ready

Number of agents in Not Ready state.

Current Oldest Contact

Longest-waiting contact in this queue.

Total Chats

Total number of contacts presented to this queue.

Abandoned Chats

Number of contacts that have been abandoned in this queue.

Average Chat Duration

Average time agents in this CSQ spent chatting with contacts.

Average Wait Duration

Average wait time a contact spent in queue waiting for an agent.

Longest Chat Duration

Longest time agents in this CSQ spent chatting with contacts.

Longest Waiting Contact

Longest wait for a contact to be connected to an agent.