Cisco Unified Contact Center Express Historical Reporting Administrator and Developer Guide, Release 9.0(2)
Overview of historical reports
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Overview of historical reports

The Unified CCX Historical Reports system provides you with complete and comprehensive information about the call activities of your Unified CCX system.

Historical reports are designed with the flexibility to let you obtain the specific information that you need. Using filters provided with most of the basic historical reports, you can create up to 150 reports that contain relevant and detailed information. By adding charts, you can create up to 211 separate reports.

Table 1 shows the various report types that you can create from the basic reports. It also shows the charts that you can include, which further expand the reporting capabilities of the system. For information about creating these historical reports, refer to Cisco Unified Contact Center Express Historical Reports User Guide.

Table 1 Unified CCX historical reports

Basic report

Report types

Charts

Abandoned Call Detail Activity Report

  • Abandoned Call Detail Activity
  • Calls Abandoned Each Day by Final Call Priority

Aborted and Rejected Call Detail Report

  • Both Aborted Calls and Rejected Calls
  • Aborted Calls Only
  • Rejected Calls Only
  • Total Calls by Contact Disposition

Agent Call Summary Report

  • All Agents or Selected Agent(s)
  • Selected Resource Group(s)
  • Selected Skill(s)
  • Selected Team(s)
  • Total Inbound, Outbound Calls by Agent
  • Average Talk, Hold, Work Time for Inbound ACD
  • Average, Maximum Call Time for Outbound Calls

Agent Detail Report

  • All Agents or Selected Agent(s)
  • Selected Resource Group(s)
  • Selected Skill(s)
  • Selected Team(s)
  • Selected Call Type(s)
  • Total Talk Time, Hold Time, Work Time by Agent

Agent Login Logout Activity Report

  • All Agents or Selected Agent(s)
  • Selected Resource Group(s)
  • Selected Skill(s)
  • Selected Team(s)
  • Total Logged-in Time for Each Agent

Agent Not Ready Reason Code Summary Report

  • All Agents or Selected Agent(s)
  • All/Selected Agents Half-Hourly
  • All/Selected Agents Hourly
  • Selected Resource Group(s)
  • Selected Resource Group(s) Half-Hourly
  • Selected Resource Group(s) Hourly
  • Selected Skill
  • Selected Skill(s) Half-Hourly
  • Selected Skill(s) Hourly
  • Selected Team(s)
  • Selected Team(s) Half-Hourly
  • Selected Team(s) Hourly
  • Selected Reason Code(s)
  • Selected Reason Code(s) Half-Hourly
  • Selected Reason Code(s) Hourly
  • Total Not Ready Time by Agent and Reason Code

Agent State Detail Report

  • All Agents or Selected Agent(s)
  • Selected Resource Group(s)
  • Selected Skill(s)
  • Selected Team(s)
  • Agent State Duration by Agent

Agent State Summary Report (by Agent)

  • All Agents or Selected Agent(s)
  • All/Selected Agents Half-Hourly
  • All/Selected Agents Hourly
  • Selected Resource Group(s)
  • Selected Resource Group(s) Half-Hourly
  • Selected Resource Group(s) Hourly
  • Selected Skill(s)
  • Selected Skill(s) Half-Hourly
  • Selected Skill(s) Hourly
  • Selected Team(s)
  • Selected Team(s) Half-Hourly
  • Selected Team(s) Hourly
  • Time Spent in Agent State by Agent

Agent State Summary Report (by Interval)

  • All Agents or Selected Agent(s)
  • All/Selected Agents Half-Hourly
  • All/Selected Agents Hourly
  • Selected Resource Group(s)
  • Selected Resource Group(s) Half-Hourly
  • Selected Resource Group(s) Hourly
  • Selected Skill(s)
  • Selected Skill(s) Half-Hourly
  • Selected Skill(s) Hourly
  • Selected Team(s)
  • Selected Team(s) Half-Hourly
  • Selected Team(s) Hourly
  • Time Spent in Agent State by Interval

Agent Summary Report

  • All Agents or Selected Agent(s)
  • Selected Resource Group(s)
  • Selected Skill(s)
  • Selected Team(s)
  • Top N Agents Ranked by Call Handle Ratio
  • Bottom N Agents Ranked by Call Handle Ratio
  • Top N Agents Ranked by Average Hold Time
  • Bottom N Agents Ranked by Average Hold Time
  • Top N Agents Ranked by Average Talk Time
  • Bottom N Agents Ranked by Average Talk Time
  • Top N Agents Ranked by Average Work Time
  • Bottom N Agents Ranked by Average Work Time
  • Top N Agents Ranked by Average Handle Time
  • Bottom N Agents Ranked by Average Handle Time
  • Call Handle Ratio by Agent
  • Total Calls Handled by Agent
  • Average Talk Time, Hold Time, Work Time by Agent

Agent Wrap-Up Data Detail Report

  • All Agents or Selected Agent(s)
  • Selected Resource Group(s)
  • Selected Skill(s)
  • Selected Team(s)
  • Total Calls by Agent and Wrap-Up Data

Agent Wrap-Up Data Summary Report

  • Wrap-Up Data
  • Total ACD Calls by Wrap-Up Data
  • Average Handle, Talk, Work Time by Wrap-Up Data

Application Performance Analysis Report

  • Application Performance Analysis
  • Total Incoming Calls by Application
  • Calls Handled vs. Calls Abandoned by Application
  • Average Call Duration by Application

Application Summary Report

  • Application Summary
  • Calls Presented by Application

Call Custom Variables Report

  • All
  • Selected Original Called Number(s)
  • Selected Called Number(s)
  • Selected Calling Number(s)
  • Selected Application Name(s)
  • Selected Contact Type(s)
  • Selected Originator Type(s)
  • Selected Destination Type(s)
  • Call Duration >= T Seconds
  • Call Duration <= T Seconds
  • Custom Variable 1 Containing Specified String(s) or Substring(s)
  • Custom Variable 2 Containing Specified String(s) or Substring(s)
  • Custom Variable 3 Containing Specified String(s) or Substring(s)
  • Custom Variable 4 Containing Specified String(s) or Substring(s)
  • Custom Variable 5 Containing Specified String(s) or Substring(s)
  • Custom Variable 6 Containing Specified String(s) or Substring(s)
  • Custom Variable 7 Containing Specified String(s) or Substring(s)
  • Custom Variable 8 Containing Specified String(s) or Substring(s)

Call Custom Variables Report (continued)

  • Custom Variable 9 Containing Specified String(s) or Substring(s)
  • Custom Variable 10 Containing Specified String(s) or Substring(s)
  • Any Custom Variable Containing Specified String(s) or Substring(s)

Called Number Summary Activity Report

  • Called Number Summary Activity
  • Total Calls by Called Number
  • Average Call Duration by Called Number

Chat Agent Detail Report

  • All Agents or Selected Agent(s)
  • Selected Resource Group(s)
  • Selected Skill(s)
  • Selected Team(s)
  • Selected Chat Type(s)
  • Total Active Time, Accept Time by Agent

Chat Agent Summary Report

  • All Agents or Selected Agent(s)
  • Selected Resource Group(s)
  • Selected Skill(s)
  • Selected Team(s)
  • Total Presented vs Handled Chats by Agent
  • Average Accept and Active Chat Time for Agents
  • Average Ready, Not Ready Time for Agent

Chat Contact Service Queue Activity Report

  • All CSQs or Selected CSQ(s)
  • Max Queue Time for Calls Presented by CSQ
  • Average Handle Time by CSQ

Chat CSQ Agent Summary Report

  • All CSQs or Selected CSQ(s)
  • Chats Handled by CSQ and Agent

Chat Traffic Analysis Report

  • Traffic Analysis
  • Total Incoming Chats by Date
  • Peak Chats by Date
  • Average Chat Duration by Date

Common Skill Contact Service Queue Activity Report (by Interval)

  • All CSQs or Selected CSQ(s)
  • Half-Hourly
  • Hourly
  • Calls Handled and Calls Abandoned by Interval

Contact Service Queue Activity Report

  • All CSQs or Selected CSQ(s)
  • Resource Group(s) (CSQs configured based on resources)
  • Skill Group(s) (CSQs configured based on skills)
  • Max Queue Time for Calls Presented by CSQ
  • Average Speed of Answer by CSQ
  • Average Handle Time by CSQ
  • Average Time to Abandon by CSQ
  • Average Time to Dequeue by CSQ

Contact Service Queue Activity Report (by CSQ)

  • All CSQs or Selected CSQ(s)
  • Half-Hourly
  • Hourly
  • Calls Handled, Abandoned, and Dequeued by CSQ
  • Total Calls that Met Service Level by CSQ

Contact Service Queue Activity Report (by Interval)

  • All CSQs or Selected CSQ(s)
  • Half-Hourly
  • Hourly
  • Calls Handled, Abandoned, and Dequeued by Interval
  • Total Calls that Met Service Level by Interval

Contact Service Queue Call Distribution Summary Report

  • All CSQs or Selected CSQ(s)
  • Total Calls Handled by Time Interval and CSQ
  • Total Calls Abandoned by Time Interval and CSQ

Contact Service Queue Priority Summary Report

  • Contact Service Queue Priority Summary
  • Total Calls Presented by CSQ and Call Priority

Contact Service Queue Service Level Priority Summary Report

  • Contact Service Queue Service Level Priority Summary
  • Total Calls that Met Service Level
  • Percentage of Calls that Met Service Level

CSQ–Agent Summary Report

  • All CSQs or Selected CSQ(s)
  • Calls Handled by CSQ and Agent

Detailed Call by Call CCDR Report

  • All
  • Selected Original Called Number(s)
  • Selected Called Number(s)
  • Selected Calling Number(s)
  • Selected Application Name(s)
  • Selected Contact Type(s)
  • Selected Originator Type(s)
  • Selected Destination Type(s)
  • Call Duration >= T Seconds
  • Call Duration <= T Seconds
  • Number of Calls by Contact Disposition
  • Number of Calls by Originator Type

Detailed Call, CSQ, Agent Report

  • All
  • Selected Called Number(s)
  • Selected Calling Number(s)
  • Selected Application Name(s)
  • Selected Contact Type(s)
  • Selected Originator Type(s)
  • Selected Destination Type(s)
  • Call Duration >= T Seconds
  • Call Duration <= T Seconds
  • Selected Agent(s)
  • Selected CSQ(s)
  • Total Calls by Called Number

Email Agent Activity Report

  • All Agents or Selected Agent(s)

-

Email Contact Service Queue Activity Report

  • All CSQs or Selected CSQ(s)

-

Email Contact Service Queue Agent Activity Report

  • All CSQs or Selected CSQ(s)

-

Email Inbox Traffic Analysis Report

  • All email addresses or Selected email address(es)

-

Email Response Detail Report

  • All CSQs or Selected CSQ(s)
  • All Agents or Selected Agent(s)

-

License Utilization Hourly Report

  • All Agents or Selected Agent(s)
  • All Ports or Selected Ports(s)
  • Hourly
  • License Utilization Hourly Report Line Chart

Outbound Agent Detail Performance Report

  • Selected Campaigns
  • All Agents or Selected Agent(s)
  • Selected Resource Group(s)
  • Selected Skill(s)
  • Selected Team(s)
  • Calls Accepted by Campaign and Agent

Outbound Campaign Summary Report

  • Campaign Name
  • Calls Accepted, Rejected, Closed by Campaign

Priority Summary Activity Report

  • All or Selected Call Priority Level(s)
  • Total Calls by Call Priority

Remote Monitoring Detail Report

  • Remote Monitoring Detail
  • Total Duration by User ID
  • Average Wait Time by User ID

Traffic Analysis Report

  • Traffic Analysis
  • Total Incoming Calls by Date
  • Peak Calls by Date
  • Average Call Duration by Date