Cisco Unified Contact Center Express Historical Reports User Guide Release 9.0(2)
Reports Overview
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Contents

Reports Overview

Unified CCX Historical Reports generates voice and e-mail reports. The following table shows the following information for each report:

  • Report Name and Reference—Name of the historical report and reference to the section that describes the report
  • Application Package—Unified CCX packages for which the report is available
  • Description—Brief description of the content of the report

Each report is described in alphabetical order in Report Details.

Table 1 Summary of Voice Historical Reports

Report Name and Reference

Application Package

Description

Abandoned Call Detail Activity Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Information about each abandoned call

Aborted and Rejected Call Detail Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Information about each aborted or rejected call

Agent Call Summary Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Summary information about inbound and outbound transfer, conference, and agent calls

Agent Detail Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Information about each call received or made by each agent

Agent Login Logout Activity Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Information about the login and logout activities of each agent

Agent Not Ready Reason Code Summary Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Time that each agent spent in Not Ready state, and agents entered when going to Not Ready state

Agent State Detail Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Time that each agent spent in an agent state, and why the agent went to Logout state or Not Ready state

Agent State Summary Report (by Agent)

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

The length and percentage of time that agents spent in each agent state, grouped by agent name

Agent State Summary Report (by Interval)

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

The length and percentage of time that agents spent in each agent state, grouped by 30- or 60-minute intervals within the report period

Agent Summary Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Summary statistics about the activities of each agent, including call and agent state activities

Agent Wrap-up Data Detail Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Information about wrap-up data

Agent Wrap-up Data Summary Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Summary information after the agent enters the Work state associated with the wrap-up feature

Application Performance Analysis Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium
  • Unified IP IVR

Summary information about calls received by each Unified CCX or Unified IP IVR application

Application Summary Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Summary call statistics for calls presented, handled, and abandoned from each application. Information about call talk time, work time, and abandon time.

Call Custom Variables Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Information about any custom variables, that are set by the Set Session Info step in the workflow associated with a call or leg. (A call transfer or redirect initiates a new leg.)

Called Number Summary Activity Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Summary information for each number dialed by callers

Chat Agent Detail Report

  • Unified CCX Premium

Summary information about each chat contact that was handled by an agent.

Chat Agent Summary Report

  • Unified CCX Premium

Summary of agent activities, including chat and agent state.

Chat Contact Service Queue Activity Report

  • Unified CCX Premium

Summary information about chats presented, handled, abandoned, and dequeued from each Contact Service Queue (CSQ), and information about chat queue time and handle time

Chat CSQ Agent Summary Report

  • Unified CCX Premium

Summary information about the agent activities in a chat CSQ

Chat Traffic Analysis Report

  • Unified CCX Premium

Summary information about chat contacts received by the Unified CCX system during each day in the report range

Common Skill Contact Service Queue Activity Report (by Interval)

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Summary information about calls presented, handled, and abandoned for each group of CSQs that is configured with the same skills but different competency levels

Contact Service Queue Activity Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Summary information about calls presented, handled, abandoned, and dequeued from each CSQ, and information about call queue time and handle time

Contact Service Queue Activity Report (by CSQ)

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Information about calls routed to CSQs and service level, grouped by CSQ

Contact Service Queue Activity Report (by Interval)

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Information about calls routed to CSQs and service level, grouped by 30– or 60–minute intervals within the report period

Contact Service Queue Call Distribution Summary Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Number of calls handled and abandoned within four configurable time intervals

Contact Service Queue Priority Summary Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Information about the number of calls presented to each contact service, and the total and average number of calls presented for each call priority

Contact Service Queue Service Level Priority Summary Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Information about the number and percentage of calls that are handled within a service level, and the number and percentage of calls that are handled within a service level for each call priority

CSQ–Agent Summary Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Summary information about the activities of an agent in a CSQ

Detailed Call by Call CCDR Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium
  • Unified IP IVR

Information from the Contact Call Detail Record (CCDR), the contact routing detail record, and the agent connection detail record for each leg of a call

Detailed Call CSQ Agent Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Detailed call information about the CSQ that received the call and the agent handling the call

Email Agent Activity Report

  • Unified CCX Premium

Summary information about the e-mail activity for the selected e-mail enabled agents and the date interval in daily time buckets

Email Contact Service Queue Activity Report

  • Unified CCX Premium

Summary information about the e-mail activity for the selected e-mail contact service queues, and the date interval in daily time buckets.

Email Contact Service Queue Agent Activity Report

  • Unified CCX Premium

Summary information about the e-mail activity by agents and dates for the selected e-mail contact service queues, and the date interval in daily time buckets

Email Inbox Traffic Analysis Report

  • Unified CCX Premium

Information about the e-mails received for the selected e-mail addresses and time period in daily time buckets

Email Response Detail Report

  • Unified CCX Premium

Information about an e-mail response sent to a customer

Email Resolution Detail Report

  • Unified CCX Premium

Information about an e-mail response sent to a customer

IVR Outbound Campaign Summary Report

  • Unified CCX Premium with Outbound IVR license

Summary information about IVR Outbound campaign statistics for a specified period.

IVR Outbound CCDR Report

  • Unified CCX Premium with Outbound IVR license

Call-by-Call information for each leg of an Outbound IVR call.

IVR Outbound Half Hourly Report (Predictive)

  • Unified CCX Premium with Outbound IVR license

Summary information about an Outbound IVR (predictive) call for every 30 minutes in the report range.

Note   

This report is available only if you have an Outbound IVR license and you have selected predictive dialer type in Unified CCX 8.5.

Preview Outbound Agent Detail Performance Report

  • Unified CCX Premium with the Outbound license

Information about each agent and Outbound campaign call details for each agent

Preview Outbound Campaign Summary Report

  • Unified CCX Premium with the Outbound license

Summary information about the Outbound campaign statistics for a specified period

Priority Summary Activity Report

  • Unified CCX Enhanced
  • Unified CCX Premium

Summary information about the priority levels of each call received

Remote Monitoring Detail Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium

Information about each remote monitoring session performed by a supervisor

Traffic Analysis Report

  • Unified CCX Standard
  • Unified CCX Enhanced
  • Unified CCX Premium
  • Unified IP IVR

Information about calls received by the Unified CCX system during each day in the report range

Report Details

This section provides the following information for each Cisco Unified CCX historical report:

  • A description of the report
  • A table describing the information that is displayed in each chart produced with the report
  • A table describing each field in the tabular section of the report
  • A table describing the available sort criterion for the report. For more information, see Detailed Report Settings.
  • A table describing the available filter parameters for the report. You can use a filter parameter limits information that appears in a report. For more information, see Detailed Report Settings.

Note


A report may show date and time information for an event or an activity, and the start and end time. The date and time is based on the TIMEZONE configuration in the hrcconfig.ini file.

You can also change the time zone for each report. See Change Time Zone.

The difference between the server time and the selected time zone is displayed within parentheses beside the start and end time.

The report generated time displayed at the bottom of the report is the local time of the HR client machine.


You can compare the total inbound ACD calls contained in the agent call summary reports with the calls received in the CSQ activity reports.

When you compare the total calls received from the agent call summary reports with the CSQ Activity reports, the agent call summary reports usually display more than the number of calls. The agent call summary reports include non-ACD calls, such as the internal calls initiated during transfers/conferences. These inconsistencies are likely to occur when the agent phones have multiple lines (non-ACD line) and transfers/conferences are initiated by these non-ACD lines.

Abandoned Call Detail Activity Report

The Abandoned Call Detail Activity Report provides information about calls that are abandoned. For Unified CCX calls, a call is abandoned if it is not answered by an agent and the caller hangs up or is disconnected. For Unified IP IVR calls, a call is abandoned if it does not get past the workflow step that sets the handled flag. If a call has more than one leg that is abandoned (for example, an Unified IP IVR call that is processed by different applications), each abandoned leg is displayed in this report.

The Abandoned Call Detail Activity Report includes this chart:

Chart Name

Description

Calls Abandoned Each Day by Final Call Priority

For each day in the date range, the report displays the total number of calls abandoned and the final priority of the calls.

The Abandoned Call Detail Activity Report includes a table that shows the following information for each abandoned call:

Field

Description

Call Start Time

Date and time that this call leg started

Called Number

Telephone number that the caller dialed

Call ANI1

Telephone number of the originator of the call. If originated by an agent, this field contains the Unified CCX extension of the agent. If originated by a caller other than an agent, this field displays the telephone number of the caller.

Initial Call Priority

Priority that the Unified CCX workflow assigned to the call when the call was received, from 1 (lowest) to 10 (highest). All calls start with a default priority of 1, unless a different priority is set in the workflow.

Call Routed CSQ

Name of one of the CSQs to which the call was queued. Displays ‘...’ to indicate there is more than one CSQ to which the call was abandoned.

Agent Name (Agent_ID)

Name of the agent who was presented with the call before it was abandoned. The string in parentheses displays the login ID of the agent.

Call Skills

Up to three call skills associated with the CSQ to which the call was routed. Multiple skills are separated by commas. Displays ‘...’ to indicate there is more than one call skill associated with the CSQ.

Final Call Priority

Priority of the call when it was abandoned, from 1 (lowest) to 10 (highest).

Call Abandon Time

Date and time that the call was abandoned.

Average Time to Abandon

Time to abandon is the duration from the time when the call comes to the system to the time when the call is abandoned. The average time to abandon a call is the average value for all calls abandoned during the report range.

1 ANI = automatic number identification

You can sort the Abandoned Call Detail Activity Report by:

Sort Criterion

Result

Agent Name

Displays the report by agent name

Call Start Time

Displays the report by the date and time that the call started

Call ANI

Displays the report by the telephone number that the caller is calling from

Call Abandon Time

Displays the report by the date and time that the call was abandoned

Aborted and Rejected Call Detail Report

The Aborted and Rejected Call Detail Report provides information about each call that is aborted or rejected by the system. A call is aborted if an exception occurs in the workflow that is processing a call. A call is rejected if system resources reach maximum capacity (for example, the maximum number of CTI ports is reached).

The Aborted and Rejected Call Detail Report includes this chart:

Chart Name

Description

Total Calls by Contact Disposition

Displays the number of aborted and rejected calls during the report period.

A call is aborted when exceptions occur in executing the workflow that is processing a call (for example, exceptions such as UndefinedPromptException, ApplicationMaxSessionsException). In such scenarios, Unified CCX will set up media and play the error to the caller.

A call is rejected when Unified CM or Unified CCX resources are not sufficient for accepting incoming calls (for example, an insufficient number of CTI ports).

The Aborted and Rejected Call Detail Report includes a table that shows the following information for each aborted and rejected call:

Field

Description

Node ID – Session ID – Sequence No.

Node ID is the unique numeric ID that the system assigns to each Unified CCX server in the cluster. It starts with 1. (A Node ID value of 0 indicates that the data in the report is migrated from CRS 3.x.) Session ID is the unique session identification number that the system assigns to a call. Sequence No. is the session sequence number that the system assigns to each call leg. The session sequence number increases by 1 for each leg of a call.

Call Start Time,Call End Time

Date and time that the call started, disconnected, transferred, or redirected

Contact Type

Contact type of a call (incoming, outgoing, internal, redirect, transfer-in, preview outbound)

Contact Disposition

Disposition of the call (aborted or rejected)

Abort/Reject Reason

Reason that the call was aborted or rejected

Originator DN2

If Originator Type is 1, this field shows the Unified CCX extension of the agent. If Originator Type is 2, it shows the CTI3 port number. If Originator Type is 3, it shows the telephone number of the caller.

Destination DN

If Destination Type is 1, this field shows the Unified CCX extension of the agent. If Destination Type is 2, it shows the CTI port number. If Destination Type is 3, it shows the telephone number called.

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 No.

Original Called No.

Number originally dialed by the caller. Can be either a route point number or an agent extension.

Application Name

Name of the Unified CCX or Unified IP IVR application associated with the route point

Call Routed CSQ

CSQ to which the call was routed. This field is blank if the call was aborted or rejected before being routed to any CSQ

2 DN = directory number
3 CTI = computer telephony interface

You can sort the Aborted and Rejected Call Detail Report by any of these criteria:

Sort Criterion

Result

Node ID – Session ID – Sequence No.

Displays the report in the order sorted by node ID, session ID, and sequence number

Call Start Time

Displays the report in order of call start times

Abort – Reject Reason

Displays the report in alphabetical order by abort/reject reason

Called Number

Displays the report in order of the number that the caller dials

You can filter the Aborted and Rejected Call Detail Report by this parameter:

Filter Parameter

Result

Contact Disposition

If you select Aborted, the report shows only aborted calls. If you select Rejected, the report shows only rejected calls. If you select both options, the report shows both types of calls.

Contact Dispositions in Unified CCX Real-Time Reports and Historical Reports

The following list contains information about contact dispositions on various Cisco Unified CCX real-time reports and historical reports.

  • Many real-time and historical reports show the disposition of a call. The Contact Service Queue Activity Report (by CSQ or by Interval) shows calls as Handled, Abandoned, and Dequeued. The Contact Service Queue Activity Report shows calls as Handled, Abandoned, Dequeued, and Handled by Other Contact Dispositions in Unified CCX Real-Time Reports and Historical Reports.
  • A contact that is queued and answered by an agent shows as handled in real-time and in historical reports.
  • A contact that is queued but abandoned before it is answered by an agent is shown as handled in the Overall Unified CCX Stats real-time report if a SetContactInfo step in the workflow marks the call as handled. Otherwise the call is shown as abandoned. The CSQ Unified CCX Stats real-time report shows the call as abandoned in both cases because it does not take into account the SetContactInfo step. For more information about theSetContactInfo step, see the Cisco Unified CCX Scripting and Development Series: Volume 2, Editor Step Reference Guide.
  • The historical CSQ reports takes into account whether a contact is marked as handled by the SetContactInfo step to determine if a contact is dequeued. The CSQ IP Unified CCX Stats report does not take into account the SetContactInfo step. Therefore, if a call is queued, then marked as handled, and then disconnects, the historical CSQ reports shows the call as dequeued on the CSQ Activity Report (by CSQ or by Interval) or as Handled by Other (handled by workflow script) on the CSQ Activity Report. The real-time CSQ Unified CCX Stats report shows it as abandoned.
  • If the Dequeue step is used, the CSQ historical reports shows a contact as dequeued on the CSQ Activity Report (by CSQ or by Interval) or as Handled by Other (handled by another CSQ, in this case) on CSQ Activity Report, but only if the contact is marked as handled. If a call is dequeued (by the Dequeue step), and then disconnects without being marked handled, the CSQ historical reports shows the contact as abandoned.
  • If a call is dequeued using the Dequeue step and the caller drops, the CSQ Unified CCX Stats real-time report shows the call as dequeued. If a call is dequeued from CSQ1 and is eventually handled by CSQ2, the CSQ Unified CCX Stats report shows the call as dequeued for CSQ1 and handled for CSQ2. If a call is queued on multiple CSQs and is eventually handled by CSQ1, the CSQ Unified CCX Stats report shows the call as handled for CSQ1 and dequeued for all other CSQs.

Agent Call Summary Report

The Agent Call Summary Report shows summary information about each call that was received and made by the agent. For inbound Unified CCX calls, it shows the average time that the agent spent in Talk state, Work state, and on hold. For non- Unified CCX calls, it shows the average and maximum talk time for the agent. For outbound calls, this report shows the average and maximum call time for the agent. It also shows the number of calls transferred and transferred out by the agent, and the number of conference calls in which the agent participated.

The Agent Call Summary Report includes these charts:

Chart Name

Description

Total Inbound, Outbound Calls by Agent

Number of calls received and calls made by agents.

Average Talk, Hold, Work Time for Inbound ACD

For Unified CCX calls received by agents, average time each agent spent in Talk state, on hold, and in Work state.

Average, Maximum Call Time for Outbound Calls

For calls made by agents, average and maximum time each agent spent on the call. (The time on a call includes time spent dialing, waiting for an answer, and talking.)

The Agent Call Summary Report includes the following information for each agent:

Field

Description

Agent Name (Agent_ID)

First and last name of the agent.The string in parentheses displays the login ID of the agent.

Extension IPCC / Non-IPCC

The last active Cisco IP Contact Center (IPCC) extension that the Unified Communications Manager (CM) assigned to the agent during the report period.

The last active non-IPCC extension that the Unified CM assigned to the agent during the report period. If number of calls to/from non-IPCC extension is zero, then this field is blank.

Total Inbound

Total number of calls received by the agent. (Equal to inbound ACD calls + inbound non-ACD calls.)

Inbound ACD— Total

Total number of Unified CCX calls received by the agent.

Inbound ACD—Avg Talk / Hold / Work

For Unified CCX calls received, the average time that the agent spent in Talk state, on hold, and in Work state.

Inbound Non-ACD on IPCC—Total

Number of non- Unified CCX calls received by the agent on an IPCC extension. This number includes calls made by other agents and by outside parties.

Inbound Non-ACD on IPCC— Avg / Max Talk Time

For non- Unified CCX calls received on an IPCC extension, the average time that the agent spent talking, and the longest time that the agent spent talking for any one call.

Inbound Non-ACD on non-IPCC—Total

Total number of non- Unified CCX calls received by the agent on a non-IPCC extension. This number includes calls made by other agents and by outside parties.

Inbound Non-ACD on non-IPCC— Avg / Max Talk Time

For non- Unified CCX calls received on non-IPCC extension, the average time that the agent spent talking, and the longest time that the agent spent talking on one call.

Outbound on IPCC—Total

Number of calls made by the agent on an IPCC extension, including calls attempted and calls connected.

Outbound on IPCC—Avg / Max Call Time

For outbound calls on IPCC extension, the average call time and the longest call time. Call time starts when an agent goes off-hook for a call and ends when the call terminates.

Outbound on non-IPCC—Total

Number of calls made by the agent on a non-IPCC extension. This number includes calls attempted and calls connected.

Outbound on non-IPCC—Avg / Max Call Time

For outbound calls on non-IPCC extension, the average call time and the longest call time. Call time starts when an agent goes off-hook for a call and ends when the call terminates.

ACD Transfer-In

Number of Unified CCX calls transferred to the agent.

ACD Transfer-Out

Number of Unified CCX calls transferred out by the agent.

ACD Conference

Number of inbound Unified CCX conference calls in which the agent participated.

You can sort the Agent Call Summary Report by:

Sort Criterion

Result

Agent Name

Displays the names of the agents in alphabetical order

Total Inbound Calls

Displays the number of calls received by the agents

Total Outbound Calls

Displays the number of calls made by agents

You can filter the Agent Call Summary Report by any of these parameters:

Filter Parameter

Result

Resource Group Names

Displays information for agents that 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 selected teams.

Agent Detail Report

The Agent Detail Report contains information about each ACD call that was handled by an agent and each call that was made by an agent. It also includes information about non-ACD calls. ACD calls are defined as handled when an agent picks up the call. ACD calls are calls dialed to an ICD route point number. A non-ACD call is any call that is not dialed to an ICD route point number, for example, an internal call between agents or an outbound call.

The Agent Detail Report includes this chart:

Chart Name

Description

Total Talk Time, Hold Time, Work Time by Agent

For each agent, displays the total talk time, hold and work time spent on calls during the report period.

The Agent Detail Report includes the following information for every call received or made by each agent:

Field

Description

Agent Name (Agent_ID)

First and last name of the agent. The string in parentheses displays the login ID of the agent.

Extension

Unified CCX extension that the Unified CM assigned to the agent.

Call Start Time,Call End Time

Call start time is the date and time that the call leg rang at the agent extension. Call end time is the date and time call leg was disconnected or transferred.

Duration

Elapsed time between call start time and call end time.

Called Number

Telephone number that the caller dialed.

Call ANI

Telephone number of the originator of the call. If originated by an agent, it is the Unified CCX extension of the agent. If originated by a caller other than an agent, it is the telephone number of the caller.

Call Routed CSQ

CSQ that handled the call. A call is handled if a caller is connected to an agent while queued for this CSQ.

Other CSQs

Name of one of the CSQs to which the call was queued. Displays ‘...’ to indicate there is more than one CSQ to which the call was queued.

Call Skills

Up to three call skills associated with the CSQ that handled the call. A call is handled if a caller is connected to an agent.

Talk Time

For Unified CCX calls, elapsed time between the time an agent connected to the call and the time the call was disconnected or transferred, not including hold time. For non- Unified CCX calls, the duration of the entire call, if the call was answered.

Hold Time

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

Work Time

Amount of time that an agent spent in Work state after the call. Not applicable to non- Unified CCX calls.

Call Type

  • Inbound ACD— Unified CCX call handled by an agent
  • Inbound non-ACD on IPCC—Non- Unified CCX call that an agent received on IPCC extension
  • Inbound non-ACD on non-IPCC—Non- Unified CCX call that an agent received on non-IPCC extension
  • Outbound on IPCC—Call made by an agent on IPCC extension ( Unified CCX or non- Unified CCX)
  • Outbound on non-IPCC—Call made by an agent on non-IPCC extension ( Unified CCX or non- Unified CCX)
  • Transfer-In—Call transferred to an agent
  • Transfer-Out—Call transferred out by an agent
  • Conference—Conference call

You can sort the Agent Detail Report by:

Sort Criterion

Result

Agent Name

Displays the report by agents in alphabetical order.

Call Start Time

Displays the report in call start times.

Call ANI

Displays the report by the telephone number that the caller was calling from.

You can filter the Agent Detail Report by:

Filter Parameter

Result

Resource Group Names

Displays information for agents that belong to the specified resource group or groups.

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents that possess the specified skills. This filter parameter is the Call Skills field.

Team Names

Displays information for agents who belong to the specified teams.

Call Type

Displays information for the specified call type (Inbound ACD, Inbound non-ACD on IPCC, Inbound non-ACD on non-IPCC, Outbound on IPCC, Outbound on non-IPCC, Transfer-In, Transfer-Out, Conference)

Agent Login Logout Activity Report

The Agent Login Logout Activity Report shows 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. This report also shows the duration of each login session, and the login time for all login sessions.

The Agent Login Logout Activity Report includes this chart:

Chart Name

Description

Total Logged-In Time for Each Agent

For each agent, displays the total time logged in to the Unified CCX system.

The Agent Login Logout Activity Report includes the following information for each agent:

Field

Description

Agent Name (Agent_ID)

First and last name of the agent. The string in parentheses displays the login ID of the agent.

Extension

The last active Unified CCX extension that the Unified CM assigned to the agent during the report period.

Login Time

Date and time that the agent logged in to the Unified CCX system. If this information is preceded by a less-than sign (<), it shows when the agent logged in before the report began.

Logout Time

Date and time that the agent logged out of the Unified CCX system. If this information is preceded by a greater-than sign (>), it shows that the agent was still logged in when the report stopped.

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.

Logged-In Duration

Elapsed time between login and logout times.

Total

Total log-in time for each agent.

Grand Total

Total logged-in time for all agents during the report period.

You can sort the Agent Login Logout Activity Report by:

Sort Criterion

Result

Agent Name

Displays the report alphabetically by agent name.

Login Time

Displays the report by the time the agent logged in.

Logged-in Duration

Displays the report by how long the agents were logged in.

You can filter the Agent Login Logout Activity Report by:

Filter Parameter

Result

Resource Group Names

Displays information for agents that belong to the specified resource group or groups.

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents that possess the specified skills.

Team Names

Displays information for agents who belong to the specified teams.

Agent Not Ready Reason Code Summary Report

The Agent Not Ready Reason Code Summary Report shows how long each agent spent logged in and in Not Ready state.

This report also shows the length of time that agents spent in Not Ready state by reason code. By default, the report shows information for eight predefined reason codes. However, you can show additional information by specifying other reason codes. (See Cisco Unified CCX Reason Codes).

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

The Agent Not Ready Reason Code Summary Report can include this chart:

Chart Name

Description

Total Not Ready Time by Agent and Reason Code

For each agent, this report displays the time spent in each not ready reason code. Up to eight reason codes are displayed in detail. Additional reason code appear under "Other Reason Codes".

This report includes a table that shows the following information for each agent who remains in Not Ready state:

Field

Description

Agent Name (Agent_ID)

First name and last name of the agent. The string in parantheses displays the login ID of the agent.

Extension

The last active Unified CCX extension that the Unified CM assigned to the agent.

Interval Start Time,Interval End Time

Beginning and ending date and time of each 30– or 60–minute interval, if you specify an interval with the Interval Length filter parameter. Otherwise, the report shows the beginning and ending date and time of the report range.

Total Logged-in

Time that the agent was logged in to the Unified CCX.

Total Not Ready

Time that an agent spent in Not Ready state during the interval.

Time in RC n1

Time that an agent spent in Not Ready state for the reason code n1, a system-defined reason code.

Time in RC n2

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

Time in RC n3

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

Time in RC n4

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

Time in RC n5

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

Time in RC n6

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

Time in RC n7

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

Time in RC n8

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

Time in Other RCs

Time that an agent spent in Not Ready state for the reason codes that are not shown in the previous 8 columns.


Note


When an agent moves from Ready to Not Ready with a custom made reason code n and then receives a call into the ICD extension transferred from another agent, the agent does not answer the call, the phone rings and then the call disconnects. Unified CCX retains the agent entered custom reason code automatically without the agent manually selecting it.

You can sort the Agent Not Ready Reason Code Summary Report by:

Sort Criterion

Result

Agent Name

Displays the report alphabetically by agent name.

You can filter the Agent Not Ready Reason Code Summary Report by:

Filter Parameter

Result

Interval Length

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

Thirty (30) minute intervals—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) minute intervals—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.

Resource Group Names

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

Agent Names

Displays the agent names.

Skill Names

Displays the names of agents with specialized skills.

Team Names

Displays the names of agents who belong to selected teams.

Reason Code

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

When using Cisco Unified Intelligence Center as the reporting client for Unified Contact Center Express (Unified CCX), the Agent Not Ready Reason Code Summary Report does not display report 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's 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.

Agent State Detail Report

The Agent State Detail Report shows when the agent changed from one state to another. For each agent specified, it shows the date and time of each state change, the name of the state change, the reason code, for the change to Logout or Not Ready state, and the length of time spent in each state.

The Agent State Detail Report includes this chart:

Chart Name

Description

Agent State Duration by Agent

For each agent, displays the time spent in each agent state.

The Agent State Detail Report includes a table that shows the following information for each agent:

Field

Description

Agent Name (Agent_ID)

First name and last name of the agent. The string in parantheses displays the login ID of the agent.

Extension

The last active Unified CCX extension that the Unified CM assigned to the agent during the report period.

State Transition Time

Date and time that the agent went to the state shown in the corresponding Agent State field.

Agent State

The state of the agent (Login, Logout, Not Ready, Ready, Reserved, Talk, or Work).

Reason Code

The reason code indicating why the agent went to Logout state or Not Ready state. 0 for other states.

Duration

Time that the agent spent in the state shown in the corresponding Agent State field.

You can sort the Agent State Detail Report by:

Sort Criterion

Result

Agent Name

Displays the agent names in alphabetical order, followed by the date and time the agent went to another state.

You can filter the Agent State Detail Report by:

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 selected teams.

Agent State Summary Report (by Agent)

The Agent State Summary Report (by Agent) shows, the length and percentage of time that the agent spent in: Not Ready, Ready, Reserved, Talk, and Work states. This report also shows the of time that each agent was logged in. The Agent State Summary Report (by Agent) information for each 30- or 60-minute interval within the report period. In this case, the report includes a summary line for each agent that shows the length and percentage of time that the agent spent in each of the agent states.

The Agent State Summary Report (by Interval) displays the same information grouped by interval. See the Agent State Summary Report (by Interval).

The Agent State Summary Report (by Agent) includes this chart:

Chart Name

Description

Time Spent in Agent State by Agent

For each agent, displays the length of time spent in each agent state.

The Agent State Summary Report (by Agent) includes:

Field

Description

Agent Name (Agent_ID)

First name and last name of the agent. The string in parantheses displays the login ID of the agent.

Extension

The last active Unified CCX extension that the Unified CM assigned to the agent.

Interval Start Time,Interval End Time

Beginning and ending date and time of each 30- or 60-minute interval, if you specify an interval with the Interval Length filter parameter. Otherwise, the beginning and ending date and time of the report range.

Total Logged-in Time

Total time that the agent was logged in to the Unified CCX during the interval.

Not Ready Time

Length and percentage of time that an agent spent in Not Ready state during the interval.

Ready Time

Length and percentage of time that an agent spent in Ready state during the interval.

Reserved Time

Length and percentage of time that an agent spent in Reserved state during the interval.

Talk Time

Length and percentage of time that an agent spent in Talk state during the interval.

Work Time

Length and percentage of time that an agent spent in Work state during the interval.

Summary

For each agent in the report range, total logged-in time, total and percentage not ready time, total and percentage ready time, total and percentage reserved time, total and percentage talk time, and total and percentage work time.

Grand Total

Logged-in time, total and percentage not ready time, total and percentage ready time, total and percentage reserved time, total and percentage talk time, and total and percentage work time.

You can sort the Agent State Summary Report (by Agent) by:

Sort Criterion

Result

Agent Name

Displays agent names in alphabetical order.

You can filter the Agent State Summary Report (by Agent) by:

Filter Parameter

Result

Interval Length

Entire report range—Displays the report start time and end time, but does not display for specific intervals within the report period.

Thirty (30) minute intervals—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) minute intervals—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.

Resource Group Names

Displays the names of agents who belong to specified resource groups.

For logged-in and idle time, only the time when the agent was associated with the selected resource group is considered. For all other report parameters, it displays information for agents who are associated with the selected resource group without considering the time when the agent was associated with the selected resource group.

Agent Names

Displays agent names.

Skill Names

Displays information for agents who possess specified skills.

For logged-in and idle time, only the time when the agent was associated with the selected skill is considered. For all other report parameters, it displays information for agents who possess the selected skill without considering the time when the agent was associated with the selected skill.

Team Names

Displays agents who belong to selected teams.

For logged-in and idle time, only the time when the agent was associated with the selected team is considered. For all other report parameters, it displays information for agents who are associated with the selected team without considering the time when the agent was associated with the selected team.

Agent State Summary Report (by Interval)

The Agent State Summary Report (by Interval) shows, the length and percentage of time that the agent spent these agent states: Not Ready, Ready, Reserved, Talk, and Work. This report also shows the total length of time that each agent was logged in. The Agent State Summary Report (by Interval) shows information for each 30 or 60-minute interval within the report period. In this case, the report includes a summary line for each interval that shows the length and percentage of time that all agents spent the agent states.

The Agent State Summary Report (by Agent) displays the same information grouped by agent. See the Agent State Summary Report (by Agent).

The Agent State Summary Report (by Interval) includes this chart:

Chart Name

Description

Time Spent in Agent State by Interval

For each time interval, displays the length of time spent in each agent state by all agents.

The Agent State Summary Report (by Interval) includes the following table:

Field

Description

Interval Start Time,Interval End Time

Beginning and ending date and time of each 30- or 60-minute interval, if you specify an interval with the Interval Length filter parameter. Otherwise, the beginning and ending date and time.

Agent Name

Displays agent names.

Extension

The last active Unified CCX extension that the Unified CM assigned to the agent.

Total Logged-in Time

Time that the agent was logged in to the Unified CCX during the interval.

Not Ready Time

Length and percentage of time that an agent spent in Not Ready state.

Ready Time

Length and percentage of time that an agent spent in Ready state.

Reserved Time

Length and percentage of time that an agent spent in Reserved state.

Talk Time

Length and percentage of time that an agent spent in Talk state.

Work Time

Length and percentage of time that an agent spent in Work state.

Summary

For all agents in each interval, total logged-in time, total and percentage-not-ready time, total and percentage-ready time, total and percentage-reserved time, total and percentage-talk time, and total and percentage-work time.

Grand Total

Includes total logged-in time, total and percentage-not-ready time, total and percentage-ready time, total and percentage-reserved time, total and percentage-talk time, and total and percentage-work time.

You can sort the Agent State Summary (by Interval) by:

Sort Criterion

Result

Interval Start Time

Displays the report by the start times of the 30- or 60-minute intervals, if you modify the Interval Length filter parameter.

You can filter the Agent State Summary Report (by Interval) by:

Filter Parameter

Result

Interval Length

Entire report range—Displays information from the report start time to the report end time, but does not display information for specific intervals within the report period.

Thirty (30) minute intervals—Displays information for 30-minute intervals within. The first interval begins when the report starts, and the next interval begins 30 minutes later, and so on.

Sixty (60) minute intervals—Displays information for 60-minute intervals within. The first interval begins when the report starts, and the next interval begins 60 minutes later, and so on.

Resource Group Names

Displays information for agents who belong to the selected resource groups. For a given agent, this 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. For a given agent, this 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. For a given agent, this report displays information only for the time when the agent was part of one of the selected teams.

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, and hold time, among others, pertains only to Inbound ACD calls that are received by the agent. While all these values are incremented for every inbound call, for outbound calls the field values are not incremented. The values always display as zero.


The Agent Summary Report includes these charts:

Chart Name

Description

Call Handle Ratio by Agent

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

Total Calls Handled by Agent

Displays the number of calls handled by each agent.

Average Talk Time, Hold Time, Work Time by Agent

Displays the average time spent in Talk state, on hold, and in Work state.

The Agent Summary Report includes the following information for each agent:

Field

Description

Agent Name (Agent_ID)

First name and last name of the agent. The string in parantheses displays the login ID of the agent.

Extension

The last active Unified CCX extension that the Unified CM assigned to the agent.

Average Logged-In Time

Logged-in time of the agent divided by the number of logged-in sessions of the agent.

Calls Handled

Number of calls 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.

Calls Presented

Number of calls 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).

Handle Ratio

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

Handle Time—Avg

Average handle time for all calls that the agent handled. Handle time is talk time plus hold time plus work time.

Handle Time—Max

Longest handle time of any call that the agent handled. Handle time is talk time + hold time + work time.

Talk Time—Avg

Average talk time for calls that the agent handled. Talk time is the elapsed time between the time that an agent connects to a call and when the call is disconnected or transferred, not including hold time.

Talk Time—Max

Longest talk time of any call that the agent handled. Talk time is the elapsed time between the time that an agent connects to a call and when the call is disconnected or transferred, not including hold time.

Hold Time—Avg

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

Work Time—Max

Longest amount of time that an agent spent in Work state after any call.

Idle Time—Avg

Average amount of time that an agent spent in Not Ready state.

Idle Time—Max

Longest amount of time that an agent spent in Not Ready state.

You can sort the Agent Summary Report by:

Sort Criterion

Result

Agent Name

Displays agent names in alphabetical order.

Avg Logged-In Time

Displays the average time that agents were logged in.

Total Calls Presented

Displays the number of calls routed to agents.

Total Calls Handled

Displays the number of calls handled by agents.

You can filter the Agent Summary Report by the following parameters. For the Top N and the Bottom N parameters, specify the number (N) of agents that you want the report to show. 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 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 selected resource groups.

Displays information for agents who possess the selected skills.

  • For logged in and idle time, this report displays information for the agent only for the time when the agent belonged to one of the selected resource groups.
  • For all other report parameters, this report displays information for the agent without considering the time when the agent belonged to 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.

For a given agent, this report displays information as follows:

  • For logged in and idle time, this report displays information for 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 for 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 selected teams.

For a given agent, this report displays information as follows:

  • For logged in and idle time, this report displays information for 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 for the agent without considering the time when the agent belonged to one of the selected teams.

Top N Calls Handled/Presented Ratio

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

Bottom N Calls Handled/Presented Ratio

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

Top N Avg Hold Time

Displays information for the n agents with the longest average hold times.

Bottom N Avg Hold Time

Displays information for the n agents with the shortest average hold times.

Top N Avg Talk Time

Displays information for the n agents with the longest average talk times.

Bottom N Avg Talk Time

Displays information for the n agents with the shortest average talk times.

Top N Avg Work Time

Displays information for the n agents with the longest average work times.

Bottom N Avg Work Time

Displays information for the n agents with the shortest average work times.

Top N Avg Handle Time

Displays information for the n agents with the longest average handle times.

Bottom N Avg Handle Time

Displays information for the n agents with the shortest average handle times.

Agent Wrap-up Data Detail Report

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

The Agent Wrap-up Data Detail Report includes these charts:

Chart Name

Description

Total Calls by Agent and Wrap-up data

Displays the number of called handled by each agent (account enquiry, new customer information, and VIP customer information) for each wrap-up data

The Agent Wrap-up Data Detail Report includes a table that shows the following information:

Field

Description

Agent Name (Agent_ID)

The name of the agent who handled the ACD call. The string in parantheses displays the login ID of the agent.

Extension

The ACD extension of the agent who handled the call.

NodeID-SessionID-SessionSeqNum

The Node ID of the Unified CCX engine which processed the call. Session ID and session sequence number assigned to the call. Together, these three values uniquely identify an ACD call processed by the system.

Call Start Time

The time when the call is connected with the agent.

Call End Time

The time when the call is disconnected from the agent.

Call ANI

The phone number of the calling party.

Called Number

The number dialed by the calling party.

Call Routed CSQ (Skills)

The CSQ to which the call is routed and handled. A call can be queued to multiple CSQs.

Talk Time

The time the agent spent in talking to the caller.

Hold Time

The time the agent spent in putting the caller on hold.

Work Time

The time the agent spent in After-call Work state.

Wrap-Up Data

The textual description of the wrap-up data, as entered by the agent in work state.

You can sort the Agent Wrap-up Data Detail Report by:

Sort Criterion

Result

Agent Name

Displays the agent names in alphabetical order. Within the same agent, report data is sorted by call start time.

You can filter the Agent Wrap-up Data Detail Report by:

Filter Parameter

Result

Agent Name

Displays the selected agent(s) to be displayed in the report.

Resource Group Name

Displays agents who belong to the selected resource groups.

Skill Name

Displays agents with selected skills. This filter parameter is independent of or not the same as the Call Routed CSQ (Skills) field.

Team Name

Displays agents who belong to the selected team(s).

Agent Wrap-up Data Summary Report

The Agent Wrap-up Data Summary Report shows information of each wrap-up data.

The Agent Wrap-up Data Summary Report these charts:

Chart Name

Description

Total ACD Calls by Wrap-up Data

Displays the number of calls handled by the agent for each wrap-up data.

Average Handle, Talk, Work Time by Wrap-up data

Displays the time spent (handling the ACD call, talk time, and work time) by the agent for each wrap-up data.

The Agent Wrap-up Data Summary Report includes the following table:

Field

Description

Wrap-Up Data

Textual description of the wrap-up data, as entered by the agent in Work state.

Total ACD Calls

Number of ACD calls to which this wrap-up data is associated.

Total Handle Time

Total handle time of the ACD calls to which this wrap-up data is associated. Handle time refers to the combined total of the talk, hold, and work times.

Average Handle Time

Total handle time divided by total ACD calls for this wrap-up data.

Max Handle Time

Maximum handle time of the ACD calls to which this wrap-up data is associated.

Total Talk Time

Total time that the agent spends talking to the caller.

Average Talk Time

Total talk time divided by total ACD calls for this wrap-up data.

Max Talk Time

Maximum time that the agent spends talking to the caller.

Total Talk Time as % of Total Handle Time

Total talk time divided by total handle time, for this wrap-up data. This total is then converted to percentage format.

Total Work Time

Total time spent by agents in the Work state for all ACD calls to which this wrap-up data is associated.

Average Work Time

Total work time divided by total ACD calls for this wrap-up data.

Max Work Time

Maximum time spent by agents in the Work state for all the ACD calls to which this wrap-up data is associated.

Total Work Time as % of Total Handle Time

Total work time divided by total handle time, for this wrap-up data. This total is then converted to percentage format.

You can sort the Agent Wrap-up Data Summary Report by:

Sort Criterion

Result

Wrap-Up Data

Displays the report in alphabetical order by wrap-up data text.

Total ACD Calls

Displays the report in ascending order of the number of ACD calls.

Total Handle Time

Displays the report in ascending order of the call handle time.

Average Handle Time

Displays the report in ascending order of average call handle time.

Total Talk Time

Displays the report in ascending order of total talk time.

Average Talk Time

Displays the report in ascending order of average talk time.

Total Work Time

Displays the report in ascending order of total work time.

Average Work Time

Displays the report in ascending order of average work time.

You can filter the Agent Wrap Data Summary Report by:

Filter Parameter

Result

Wrap-Up Data

Displays statistics of the selected wrap-up data.

Application Performance Analysis Report

The Application Performance Analysis Report shows information about calls presented to, handled by, and abandoned from each Unified CCX or Unified IP IVR application.

The Application Performance Analysis Report includes charts:

Chart Name

Description

Calls Presented by Application

Displays the number of calls that each application received.

Calls Handled vs. Calls Abandoned by Application

Displays the number of calls handled by each application and number of calls abandoned while in each application.

Average Call Duration by Application

Displays the average length of calls that each application received.

The Application Performance Analysis Report includes the following table for each Unified CCX or Unified IP IVR application:

Field

Description

Application ID

Identification number that the Unified CCX system assigned to the application.

Application Name

Name of the Unified CCX or Unified IP IVR application.

Calls Presented

Number of calls received by the application. This number is equal to the number of calls handled by the application plus the number of calls abandoned while in the application.

Calls Handled4

Number of calls handled by the application. When a call arrives to a script that redirects it to another number, and no 'Set Contact Info - handled' step is used, the call is marked as handled based on the contact type of the call. If the call has a contact type of outgoing, internal, or transfer-in, the call is marked as handled.

Calls Abandoned

Number of calls abandoned, aborted, or rejected while in the application. A call is abandoned if it does not reach the workflow step that defines the call as handled, or if the caller hangs up before the call is connected to an agent.

Abandon Rate (per hour)

Average number of calls abandoned in each hour while in the application.

Avg Call Duration

Average time that elapsed from the time that the call entered this workflow until the call exited this workflow by hanging up or entering another workflow.

4 Calls Presented and Calls Handled include internal calls.

You can sort the Application Analysis Performance Report by:

Sort Criterion

Result

Application ID

Displays the report by the identification number that the system assigned to each application.

Calls Presented

Displays the report by the number of calls received by each application.

Call Abandon Rate

Displays the report by the average number of calls abandoned per hour while in each application.

Application Summary Report

The Application Summary Report contains summary 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.

The Application Summary Report includes this chart:

Chart Name

Description

Calls Presented by Application

Displays the number of calls received by each Unified CCX or Unified IP IVR application.

The Application Summary Report includes the following table for each Unified CCX or Unified IP IVR application:

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 dialed by the caller who initiated the original outbound call.

For incoming calls handled by an application:

  • If the call is placed from a Cisco Unified Communications phone, the telephone number 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 CM directory number to which the VoIP gateway routes the call.

Calls Presented

Number of calls received by the application. This number is equal to the number of calls handled by the application plus the number of calls abandoned while in the application.

Flow-In

Number of calls redirected to this application from another application by a workflow. Does not include calls that come from another agent or an external system such as a voice messaging system.

Flow-Out

Number of calls that this application sent to another application or external destination without being handled by an agent.

Calls Handled5

Number of calls handled by the application or by an agent. A call is handled by the application when it reaches the workflow step that defines the call as handled. A call is handled by an agent when the call is connected to and answered by an agent.

Avg Speed Answer

Calculated as queue time divided by number of calls.

Calls that do not connect to an agent are not included in this calculation.

Avg Talk Time

Average talk time for all calls handled by an agent. Talk time is the elapsed time between the time that an agent connects to a call and when the call is disconnected or transferred, not including hold time. This value is calculated as total talk time divided by number of calls handled by the agent.

Calls that do not connect to an agent are not included in this calculation.

Avg Work Time

The average time an agent spends in Work state after completing the call. This value is calculated as total work time divided by number of calls handled by the agent.

Calls that do not connect to an agent are not included in this calculation.

Calls Abandoned

Number of calls abandoned by this application. A call is abandoned if it does not reach the workflow step that defines the call as handled or if the caller terminates the call before an agent answers it. This value includes calls aborted or rejected by the system.

Avg Abandon Time

Average duration of calls before they were abandoned.

5 Calls Presented and Calls Handled include internal calls.

You can sort the Application Summary Report by:

Sort Criterion

Result

Application Name

Displays the report in alphabetical order by the application names.

You can filter the Application Summary Report by:

Filter Parameter

Result

Application Names

Displays information for the selected applications.

Call Custom Variables Report

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

The Call Custom Variables Report includes the following information:

Field

Description

Node ID – Session ID – Sequence No.

Node ID is the unique numeric ID assigned by the system to each Unified CCX server in the cluster. It starts with 1. Session ID is the unique session identification number assigned by the system to each call. Sequence No. is the session sequence number assigned by the system to each call leg. The session sequence number increases by one for each leg of a call.

Note   

A Node ID value of 0 indicates that the data in the report migrated from Cisco CRS 3.x.

Start Time,End Time

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

Contact Disposition

Disposition of a call (abandoned, handled, aborted, or rejected).

For an Unified CCX call, a call is abandoned if the call disconnects before connecting to an agent. The call is handled when the call is connected to an agent.

For an Unified IP IVR call, a call is abandoned if it does not reach the workflow step that defines the call as handled. The call is handled when it reaches this step.

A call is aborted when problems occur in executing the workflow script (for example, the workflow script throws exceptions).

A call is rejected when Unified CM or Unified CCX resources are not sufficient for accepting incoming calls (for example, an insufficient number of CTI ports).

Agent Name (Agent_ID)

For an Unified CCX call, the name of the agent who handled this call. The string in parantheses displays the login ID of the agent.

Application Name

The name of the Unified CCX or Unified IP IVR application associated with the route point.

Custom Variable 1

The contents of the variable _ccdrVar1, if this variable is set by the Set Session Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 2

The contents of the variable _ccdrVar2, if this variable is set by the Set Session 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

The contents of the variable _ccdrVar3, if this variable is set by the Set Session 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

The contents of the variable _ccdrVar4, if this variable is set by the Set Session 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

The contents of the variable _ccdrVar5, if this variable is set by the Set Session 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

The contents of the variable _ccdrVar6, if this variable is set by the Set Session 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

The contents of the variable _ccdrVar7, if this variable is set by the Set Session 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

The contents of the variable _ccdrVar8, if this variable is set by the Set Session 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

The contents of the variable _ccdrVar9, if this variable is set by the Set Session 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

The contents of the variable _ccdrVar10, if this variable is set by the Set Session Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

You can sort the Call Custom Variables Report by:

Sort Criterion

Result

Node ID – Session ID – Sequence No.

Displays the report by Node ID, Session ID, and Sequence Number of the call.

Call Start Time

Displays the report by call start times.

You can filter the Call Custom Variables Report by:

Filter Parameter

Result

Original Called Number

Displays information for the specified original called number or numbers

Called Number

Displays information for the specified called number or numbers.

Calling Number

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

Application Name

Displays information for the specified application or applications.

Contact Type

Displays information for the specified contact type or types (incoming, outgoing, internal, redirect, transfer-in, or outbound preview).

Originator Type

Displays information for the specified originator type or types (agent, device, or unknown).

Destination Type

Displays information for the specified destination type or types (agent, device, or unknown).

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.

Custom Variable 1

Enter a whole string or a substring for which to search. Separate multiple strings with commas. When this filter parameter is specified, the report displays calls for which Custom Variable 1 contains the string or any of the substrings entered.

Custom Variable 2

Enter a whole string or a substring for which to search. Separate multiple strings with commas. When this filter parameter is specified, the report displays calls for which Custom Variable 2 contains the string or any of the substrings entered.

Custom Variable 3

Enter a whole string or a substring for which to search. Separate multiple strings with commas. When this filter parameter is specified, the report displays calls for which Custom Variable 3 contains the string or any of the substrings entered.

Custom Variable 4

Enter a whole string or a substring for which to search. Separate multiple strings with commas. When this filter parameter is specified, the report displays calls for which Custom Variable 4 contains the string or any of the substrings entered.

Custom Variable 5

Enter a whole string or a substring for which to search. Separate multiple strings with commas. When this filter parameter is specified, the report displays calls for which Custom Variable 5 contains the string or any of the substrings entered.

Custom Variable 6

Enter a whole string or a substring for which to search. Separate multiple strings with commas. When this filter parameter is specified, the report displays calls for which Custom Variable 6 contains the string or any of the substrings entered.

Custom Variable 7

Enter a whole string or a substring for which to search. Separate multiple strings with commas. When this filter parameter is specified, the report displays calls for which Custom Variable 7 contains the string or any of the substrings entered.

Custom Variable 8

Enter a whole string or a substring for which to search. Separate multiple strings with commas. When this filter parameter is specified, the report displays calls for which Custom Variable 8 contains the string or any of the substrings entered.

Custom Variable 9

Enter a whole string or a substring for which to search. Separate multiple strings with commas. When this filter parameter is specified, the report displays calls for which Custom Variable 9 contains the string or any of the substrings entered.

Custom Variable 10

Enter a whole string or a substring for which to search. Separate multiple strings with commas. When this filter parameter is specified, the report displays calls for which Custom Variable 10 contains the string or any of the substrings entered.

Any Custom Variable

Enter a whole string or a substring for which to search. Separate multiple strings with commas. When this filter parameter is specified, the report displays calls with any of the 10 custom variables containing the string or any of the substrings entered.

Called Number Summary Activity Report

The Called Number Summary Activity Report shows information about each number dialed by an inside or outside caller. This report includes information for calls to Unified CCX and Unified IP IVR applications and for calls to agents.

The Called Number Summary Activity Report includes these charts:

Chart Name

Description

Total Calls by Called Number

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

Average Call Duration by Called Number

Displays the average time that each call lasted for each number dialed.

The Called Number Summary Activity Report includes the following table for each number called:

Field

Description

Called Number

For a call to a Unified CCX or Unified IP IVR application, the route point number associated with the application. For a call to an agent, the extension of the destination agent.

Call Type

Call to an application or call to an agent.

Total Calls

Number of calls to each number.

Avg Calls (per day)

Average number of calls per day.

Avg Call Duration

Average duration of calls to each number.

You can sort the Called Number Summary Activity Report by:

Sort Criterion

Result

Called Number

Displays the report by the number called. For calls to an application, this number is the route point number. For calls to an agent, this number is the extension of the agent.

Total Calls

Displays the report by the total number of calls that were originally dialed to each number.

Avg Call Duration

Displays the report by the average duration of calls to each number.

Chat Agent Detail Report

The Chat Agent Detail Report information about each chat contact that was handled by an agent.

The Chat Agent Detail Report includes this chart:

Chart Name

Description

Total Active Time, Accept Time by Agent

For each agent, displays the active time and accept time spent on all chat contacts during the report period.

The Chat Agent Detail Report includes the following table for every chat contact received by an agent:

Field

Explanation

Agent Name(Agent_ID)

First name and last name of the agent. The string in parantheses displays the login ID of the agent.

Chat Start Time

Time at which the chat contact is offered to an agent.

Chat End Time

Time at which agent ends the chat.

Duration

Elapsed time between chat start time and chat end time.

Chat Originator

Contact ID which uniquely identifies a chat contact.

Chat Routed CSQ

CSQ through which the chat contact was routed to an agent.

Chat Skills

Skills associated with an agent for handling a chat contact.

Active Time

Talk time for the chat agent.

Accept Time

Time the agent spent in accepting the chat contact.

Chat Type

Type of chat contact.

You can sort the Chat Agent Detail Report by:

Sort Criterion

Result

Agent Name

Displays the names of the agents in alphabetical order.

Chat Start Time

Displays the report by chat start times.

You can filter the Chat Agent Detail Report by:

Filter Parameter

Result

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents that possess the specified skills.

Team Names

Displays information for agents who belong to the specified teams.

Chat Type

Displays information for the specified chat type (incoming).

Chat Agent Summary Report

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

The Chat Agent Summary Report includes these charts:

Chart Name

Explanation

Total Presented vs Handled Chats by Agent

Displays the number of chat contacts handled and the number of chat contacts presented for each agent.

Average Accept and Active Chat Time for Agents

Displays the average time to accept the chat contact request and the average time spent in Busy state for each agent.

The Chat Agent Summary Report includes a table that shows the following information for each agent:

Field

Explanation

Agent Name(Agent_ID)

Displays the first name and last name of the agent. The string in parentheses displays the login ID of the agent.

Total Presented

Displays the number of chats sent to the agent, and whether the agent accepted the chat.

Total Handled

Displays the number of chats accepted by agent

Active Time—Avg

Displays the average chat time for all chats that the agent handled.

Active Time—Max

Displays the longest chat time of a chat that the agent handled.

Accept Time—Avg

Displays the average accept time for all chats that the agent accepted.

Accept Time—Max

Displays the longest accept time of any chat that the agent accepted.

You can sort the Chat Agent Summary Report by:

Sort Criterion

Result

Agent Name

Displays the agent names in alphabetical order.

Total Chats Presented

Displays the report by the number of chats presented to agents.

Total Chats Handled

Displays the report by the number of chats handled by agents.

You can filter the Chat Agent Summary Report by:

Filter Parameter

Result

Agent Names

Displays information for specified agents

Skill Names

Displays information for agents who possess specified skills

Team Names

Displays information for agents who belong to selected teams

Chat Contact Service Queue Activity Report

The Chat Contact Service Queue Activity Report shows a summary of chats presented to, handled by, and abandoned from each CSQ. It also shows the average and maximum time information for chats handled and queued.

The Chat Contact Service Queue Activity Report includes these charts:

Chart Name

Explanation

Max Queue Time for Chats Presented by CSQ

Displays the chat with the longest queue time for each CSQ

Average Handle Time by CSQ

Displays the average handle time for chats handled for each CSQ

The Chat Contact Service Queue Activity Report includes the following information for each CSQ:

Field

Explanation

CSQ Name

Displays the name of the CSQ

Chats Presented

Displays the number of chats routed to the CSQ regardless of whether an agent accepted the chat.

Queue Time—Avg

Displays the average queue time for all chats routed to the CSQ

Queue Time—Max

Displays the longest queue time of any chat that was routed to the CSQ

Chats Handled

Displays the number of chats handled by this CSQ. A chat is handled if an agent accepts the chat presented by the chat submitter while queued for this CSQ.

Handle Time—Avg

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

Handle Time—Max

Displays the longest handle time of any chat that the CSQ handled. Handle time is active chat time.

Chats Abandoned

Displays the number of chats routed to the CSQ but were not accepted by an agent because the chat submitter ended the chat before agent accepted or was disconnected.

You can sort the Chat Contact Service Queue Activity Report by:

Sort Criterion

Result

CSQ Name

Displays the report in order of the name of the CSQ.

Chats Presented

Displays the report in order of the number of chats routed to the CSQ, regardsless of whether the agent accepted the chat

Chats Handled

Displays the report by the number of chats handled by the CSQ

Chats Abandoned

Displays the report by the number of chats routed to the CSQ. These chats were not accepted because the submitted ended the chat before it was accepted or the chat was disconnected.

You can filter the Chat Contact Service Queue Activity Report by:

Filter Parameter

Result

CSQ Names

Displays information for the specified CSQs

Chat CSQ Agent Summary Report

An agent can handle chat contacts for multiple CSQs. The Chat CSQ Agent Summary Report shows information about chats handled in each CSQ for each agent.

For each agent, the report includes the average chat time, average accept time for handled chats, number of chats received, number of chats handled, and number of unanswered chats.

The Chat CSQ Agent Summary Report includes this chart:

Chart Name

Description

Chats handled by CSQ and Agent

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

The Chat CSQ Agent Summary Report includes the following information:

Field

Description

CSQ Name (ID)

Displays the name of the CSQ with a unique identification number in parentheses.

Agent Name (Agent_ID)

Displays the first name and last name of the agent who handled chats for this CSQ during the report period. The string in parentheses displays the login ID of the agent.

Chats Received

Displays the number of chats that were queued for this CSQ and were assigned to this agent.

Chats Handled

Displays the number of chats that were queued for this CSQ and answered by this agent.

Average Chat Time

Displays the average chat time for all chats that the agent handled for this CSQ. Chat time is the elapsed time between the time that an agent answers a chat and the time the chat is disconnected. The average is calculated as total chat time divided by the number of chats handled.

Chat No Answer

Displays the number of chats that were connected to the agent, but that the agent did not answer.

Average Acceptance Time

Displays the time that elapsed between the time that a chat alert was presented on the Cisco Agent Desktop and the time that the chat was answered by an agent, or disconnected. This field is blank if the chat was not presented to an agent.

You can sort the Chat CSQ Agent Summary Report by:

Sort Criterion

Result

CSQ Name

Displays the names of CSQs in alphabetical order

Agent Name

Displays the names of agents in alphabetical order

Chat Traffic Analysis Report

The Chat Traffic Analysis Report shows information about incoming chat contacts to the Unified CCX system. The information is provided for each day in the report's range and includes information about the peak hour of each day.

The Chat Traffic Analysis Report includes these charts:

Chart Name

Description

Total Incoming Chat Contacts by Date

Displays the number of contacts received by the Unified CCX system for each day in the report range.

Peak Chat Contacts by Date

Displays the number of contacts received hourly with the most contacts for each date.

Average Chat Contact Duration by Date

Displays the average duration of contacts for each day in the report range.

The Chat Traffic Analysis Report includes a table that shows the following information for each date in the report range:

Field

Description

Date

Displays the date for which information is provided.

Total Incoming Chat Contacts

Displays the number of chat contacts received daily by the Unified CCX system.

Avg Chat Contacts (per hour)

Displays the average number of chat contacts received hourly.

Peak Chat Contacts (per hour)

Displays the number of chat contacts received during peak hour(s). (See the next field.)

Peak Hour Start, Peak Hour End

Displays the start and end time during which the largest number of chat contacts were received. These hour(s) is defined as the peak hour(s).

Chat Contact Duration Avg

Displays the average chat contact duration for the day.

Chat Contact Duration Min

Displays the duration of the shortest chat contact for the day.

Chat Contact Duration Max

Displays the duration of the longest chat contact for the day.

You can sort the Chat CSQ Agent Summary Report by:

Sort Criterion

Result

Date

Displays the report by the dates for which information is provided.

Common Skill Contact Service Queue Activity Report (by Interval)

The Common Skill Contact Service Queue Activity Report (by Interval) shows summary information about calls presented, handled, and abandoned for each group of CSQs. (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, the call goes to the next higher skill level. The same incoming call can flow within the same group of CSQs.

The summary line in the report displays the summarized statistics for the logical CSQ which is the group of CSQs configured with common skills. The value on the Calls Presented summary line shows the maximum number of calls routed to all CSQs within the same group (logical CSQ). It does not show the total number of calls presented to all CSQs within the same group. Calculating the sum may result in counting the same call multiple times because the call may be presented to different CSQs within the same logical group. Maximum calls are usually routed to the CSQ with the lowest skill level. This is because the calls are only routed to other CSQs if the CSQ with the lowest skill does not handle the call within the predefined threshold. For Calls Handled, this report shows the number of calls. For Calls Abandoned, this report shows the maximum number of all calls abandoned from all CSQs within the same group.

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).

The Common Skill Contact Service Queue Activity Report (by Interval) includes chart:

Chart Name

Description

Calls Handled and Calls Abandoned by Interval

Number of calls handled and abandoned during each interval of the report period.

The Common Skill Contact Service Queue Activity Report (by Interval) includes the following information for calls presented, handled, and abandoned for each group of CSQs:

Field

Description

Interval Start Time,Interval End Time

Beginning and ending date and time of each 30– or 60–minute interval within the report period, if you specify an interval with the Interval Length filter parameter. Otherwise, this field shows the beginning and ending date and time.

CSQ Name [Skills (Competence Level)]

Name of the CSQ, the skills configured for this CSQ, and the competence level of each skill.

Calls Presented— Total

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

Calls Presented— Queue Time Avg

Average queue time for calls routed to the CSQ.

Calls Presented— Queue Time Max

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

Calls Handled— Total

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

Calls Handled— Handle Time Avg

Average handle time for all calls that the CSQ handled. Handle time is talk time, hold time, and work time.

Calls Handled— Handle Time Max

Longest handle time for any call that the CSQ handled. Handle time is talk time, hold time, and work time.

Calls Abandoned— Total

Number of calls routed to the CSQ, but were not answered by an agent because the caller hung up or was disconnected.

Calls Abandoned— Queue Time Avg

Average time calls spent in the queue before being abandoned.

Calls Abandoned— Queue Time Max

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

Service Level— Percentage SL Met

This field is calculated as follows:

(calls handled within service level / by calls presented) * 100%.

Summary for Skills

Calls presented, handled and abandoned for each group of CSQs and each interval.

You can sort the Common Skill Contact Service Queue Activity Report (by Interval) by:

Sort Criterion

Result

Interval Start Time

Displays the report by the start times of the 30- or 60-minute intervals, if you specify the Interval Length filter parameter.

You can filter the Common Skill Contact Service Queue Activity Report (by Interval) by:

Filter Parameter

Result

Interval Length

Entire report range—Displays information from the report start time through the report end time, but does not display information for specific intervals within the report period.

Thirty (30) minute intervals—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) minute intervals—Displays information for 60-minute intervals. The first interval begins when the report starts, and the next interval begins 60 minutes after the report start time, and so on.

CSQ Names

Displays information for the specified CSQs.

Contact Service Queue Activity Report

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

The Contact Service Queue Activity Report includes these charts:

Chart Name

Description

Max Queue Time for Calls Presented by CSQ

For each CSQ, the call with the longest queue time.

Average Speed of Answer by CSQ

For each CSQ, the average speed of answer for calls handled.

Average Handle Time by CSQ

For each CSQ, the average handle time for calls handled.

Average Time to Abandon by CSQ

For each CSQ, average time calls spent in queue before being abandoned.

Average Time to Dequeue by CSQ

For each CSQ, average time calls spent in queue before being dequeued.

The Contact Service Queue Activity Report includes the following information for each CSQ:

Field

Description

CSQ Name (Call Skills)

Name of the CSQ and call skills associated with the CSQ, if the CSQ is configured based on resource skills. Multiple skills are separated by commas.

Calls Presented

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

Avg/Max Queue Time

Average queue time for all calls routed to the CSQ, and longest queue time of any one call that was routed to the CSQ.

Calls Handled

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

Avg Speed of Answer

Calculated as follows:

total queue time / calls handled

Avg /Max Handle Time

Average handle time for all calls that the CSQ handled, and longest handle time of any call that the CSQ handled. This value is calculated as follows:

Talk time + hold time + work time

Calls Abandoned

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

Avg/Max Time to Abandon

Average time calls spent in queue before being abandoned, and the longest time any one call spent in queue before being abandoned.

Avg/Max Abandon Per Day

Average is the number of calls abandoned divided by the number of days in the report period. Maximum is the largest number of calls abandoned on a single day in the report period.

Calls Dequeued

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

Avg/ Max Time to Dequeue

Average time calls spent in queue before being dequeued, and the longest time any one call spent in queue before being dequeued.

Calls Handled by Other

Total of the following calls:

  • Calls 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 queued for the CSQ, then hung up, generating a Contact Inactive exception. And then, this exception is handled using On Exception Go To and marked the contact as handled by the Set Contact Info step in the workflow.
  • Calls queued for more than one CSQ and then handled by another CSQ.

You can sort the Contact Service Queue Activity Report by these criteria:

Sort Criterion

Result

Contact Service Queue

Displays the report by the name of the CSQ.

Total Calls Presented

Displays the report in order of the number of calls routed to the CSQ, regardless of whether an agent picked up the call.

Total Calls Handled

Displays the report by the number of calls handled by the CSQ.

Total Calls Abandoned

Displays the report by the number of calls routed to the CSQ that were not answered because the caller hung up or was disconnected.

You can filter the Contact Service Queue Activity Report by these parameters:

Filter Parameter

Result

CSQ Names

Displays the names of the CSQs.

CSQ Types

Includes these options:

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

Contact Service Queue Activity Report (by CSQ)

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

The information in the Contact Service Queue Activity Report (by CSQ) is grouped by CSQ. The Contact Service Queue Activity Report (by Interval) displays the same information grouped by interval. See Contact Service Queue Activity Report (by Interval).


Note


If agents are already receiving calls from a 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.


The Contact Service Queue Activity Report (by CSQ) includes these charts:

Chart Name

Description

Calls Handled, Abandoned, and Dequeued by CSQ

For each CSQ, displays the number of calls handled, abandoned, and dequeued. A call is handled when an agent picks up the call. A call abandoned if the call disconnects before connecting to an agent. A call is dequeued from a particular CSQ for the following reasons:

  • The call is dequeued by a Dequeue step in a workflow.
  • The call is marked as handled by a workflow.
  • The call is queued for more than one CSQ and is handled by an agent in another CSQ.

Total Calls that Met Service Level by CSQ

For each CSQ, displays the number of calls handled and handled within the time entered in the Service Level field when the CSQ was set up in Unified CCX Administration.

The Contact Service Queue Activity Report (by CSQ) includes the following information for each CSQ:

Field

Description

CSQ Name (ID)(Call Skills)

Name of the CSQ with a unique identification number in parentheses, and call skills, if the CSQ is configured based on resource skills. Multiple skills are separated by commas.

Interval Start Time,Interval End Time

Beginning and ending date and time of each 30- or 60-minute interval, if you specify an interval with the Interval Length filter parameter. Otherwise, this field shows the beginning and ending date and time.

Service Level (sec)

Value 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 Hand < SL

Number of calls handled within the time shown in the Service Level field. A call is handled when an agent picks up the call.

Calls Aband < SL

Number of calls abandoned within the time shown in the Service Level field. A call is abandoned if the call disconnects before connecting to an agent.

Percentage of Service Level Met— Only Handled

Percentage of handled calls handled within the time shown in the Service Level field. A call is handled when an agent picks up the call. This value is calculated as follows:

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

Percentage of Service Level Met— Without Abandon

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%

Percentage of Service Level Met— Positive Abandon

Percentage of presented calls 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%

Percentage of Service Level Met— Negative Abandon

Percentage of presented calls 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%

Calls Presented

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

Calls Handled

Number and percentage of calls handled by the CSQ. A call is handled when an agent picks up the call. The percentage is calculated as follows:

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

Calls Abandoned

Number and percentage of calls routed to the CSQ that were not answered by an agent because the caller hung up or was disconnected. The percentage is calculated as follows:

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

Calls Dequeued

Number and percentage of calls dequeued. A call is dequeued from a CSQ in the following cases:

  • The call is dequeued by a Dequeue step in a workflow.
  • The call is marked as handled by a workflow.
  • The call is queued for more than one CSQ and is handled by an agent in another CSQ.

The percentage is calculated as follows:

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

You can sort the Contact Service Queue Activity Report (by CSQ) by this criterion:

Sort Criterion

Result

CSQ Name

Displays the names of CSQs in alphabetical order.

You can filter the Contact Service Queue Activity Report (by CSQ) by the following parameters:

Filter Parameter

Result

Interval Length

Entire report range—Displays information from the report start time through the report end time, but does not display information for specific intervals within the report period.

Thirty (30) minute intervals—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) minute intervals—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.

CSQ Names

Displays information for the CSQs selected.

Contact Service Queue Activity Report (by Interval)

The Contact Service Queue Activity Report (by Interval) shows information about service levels; and the number and percentage of calls presented, handled, abandoned, and dequeued. This report shows information for each 30- or 60-minute interval within the report period. The report includes a summary of information for each interval.

The Contact Service Queue Activity Report (by CSQ) displays information that is grouped by CSQ. See Contact Service Queue Activity Report (by CSQ).

The Contact Service Queue Activity Report (by Interval) includes these charts:

Chart Name

Description

Calls Handled, Abandoned, and Dequeued by Interval

For each time interval, displays the number of calls handled, abandoned, and dequeued. A call is handled when an agent picks up the call. A call is abandoned if the call disconnects before connecting to an agent. A call is dequeued from a particular CSQ for the following reasons:

  • The call is dequeued by a Dequeue step in a workflow.
  • The call is marked as handled by a workflow.
  • The call is queued for more than one CSQ and is handled by an agent in another CSQ.

Total Calls that Met Service Level by Interval

Displays the number of calls handled and the number of calls handled within the time entered in the Service field when the CSQ is set up in Unified CCX Administration.

The Contact Service Queue Activity Report (by Interval) includes the following information for each CSQ:

Field

Description

Interval Start Time,Interval End Time

Beginning and ending date and time of each 30- or 60-minute interval, if you specify an interval with the Interval Length filter parameter. Otherwise, this field shows the beginning and ending date and time.

CSQ Name (ID)(Call Skills)

Name of the CSQ with a unique identification number in parentheses, and call skills associated with the CSQ, if it is configured based on resource skills. Multiple skills are separated by commas.

Service Level (sec)

Value 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 Hand < SL

Number of calls handled within the time shown in the Service Level field. A call is handled when an agent picks up the call.

Calls Aband < SL

Number of calls abandoned within the time shown in the Service Level field. A call is abandoned if the call disconnects before connecting to an agent.

Percentage of Service Level Met— Only Handled

Percentage of handled calls handled within the time shown in the Service Level field. A call is handled when an agent picks up the call. This value is calculated as follows:

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

Percentage of Service Level Met— Without Abandon

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

Percentage of Service Level Met— Positive Abandon

Percentage of presented calls 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 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%

Percentage of Service Level Met— Negative Abandon

Percentage of presented calls 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 service level / Number of calls presented) x 100%

Calls Presented

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

Calls Handled

Number and percentage of calls handled by the CSQ. A call is handled when an agent picks up the call. The percentage is calculated as follows:

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

Calls Abandoned

Number and percentage of calls routed to the CSQ that were not answered by an agent because the caller hung up or was disconnected. The percentage is calculated as follows:

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

Calls Dequeued

Number and percentage of calls dequeued. A call is dequeued from a particular CSQ for the following reasons:

  • The call is dequeued by a Dequeue step in a workflow.
  • The call is marked as handled by a workflow.
  • The call is queued for more than one CSQ and is handled by an agent in another CSQ.

The percentage is calculated as follows:

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

You can sort the Contact Service Queue Activity Report (by Interval) by this criterion:

Sort Criterion

Result

Interval Start Time

Displays the report by the start times of 30- or 60-minute intervals, if you specify an interval with the Interval Length filter parameter.

You can filter the Contact Service Queue Activity Report (by Interval) by the following parameters:

Filter Parameter

Result

Interval Length

Entire report range—Displays information from the report start time through the report end time, but does not display information for specific intervals within the report period.

Thirty (30) minute intervals—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) minute intervals—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.

CSQ Names

Displays information for the CSQs selected.

Contact Service Queue Call Distribution Summary Report

The Contact Service Queue Call Distribution Summary Report shows the number and percentage of calls handled and dequeued in four configurable time intervals.

The Contact Service Queue Call Distribution Summary Report includes these charts:

Chart Name

Description

Total Calls Handled by Time Interval and CSQ

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

Total Calls Abandoned by Time Interval and CSQ

Displays the total number of calls abandoned in each time interval by each CSQ.

The Contact Service Queue Call Distribution Summary Report includes the following information for each CSQ:

Field

Description

CSQ Name (ID) (Call Skills)

Name of the CSQ with a unique identification number in parentheses, and the call skills associated with the CSQ, if it is configured based on resource skills. Multiple skills are separated by commas.

Calls Handled

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

Total / Percentage Calls Handled With Queue Time 0–T sec

Time interval showing the number and percentage of handled calls with a queue time that is less than or equal to T seconds. You can specify the value for T in the Filter Parameter field in the Report Detail area. The default value for T is 15 seconds, and in this case, this field shows as 0–15 seconds.

Total / Percentage Calls Handled With Queue Time 0–2T sec

Time interval showing the number and percentage of handled calls with a queue time that is less than or equal to 2T seconds. You can specify the value for T in the Filter Parameter field in the Report Detail area. The default value for T is 15 seconds, and in this case, this field shows as 0 – 30 seconds.

Total / Percentage Calls Handled With Queue Time 0–3T sec

Time interval showing the number and percentage of handled calls with a queue time that is less than or equal to 3T seconds. You can specify the value for T in the Filter Parameter field in the Report Detail area. The default value for T is 15 seconds, and in this case, this field shows as 0 – 45 seconds.

Total / Percentage Calls Handled With Queue Time 0–4T sec

Time interval showing the number and percentage of handled calls with a queue time that is less than or equal to 4T seconds. You can specify the value for T in the Filter Parameter field in the Report Detail area. The default value for T is 15 seconds, and in this case, this field shows as 0 – 60 seconds.

Calls Abandoned

Number of calls 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.

Total / Percentage Calls Abandoned With Queue Time 0–T

Time interval showing the number and percentage of abandoned calls with a queue time that is less than or equal to T seconds. You can specify the value for T in the Filter Parameter field in the Report Detail area. The default value for T is 15 seconds, and in this case, this field shows as 0–15 seconds.

Total / Percentage Calls Abandoned With Queue Time 0–2T sec

Time interval showing the number and percentage of abandoned calls with a queue time that is less than or equal to 2T seconds. You can specify the value for T in the Filter Parameter field in the Report Detail area. The default value for T is 15 seconds, and in this case, this field shows as 0 – 30 seconds.

Total / Percentage Calls Abandoned With Queue Time 0–3T sec

Time interval showing the number and percentage of abandoned calls with a queue time that is less than or equal to 3T seconds. You can specify the value for T in the Filter Parameter field in the Report Detail area. The default value for T is 15 seconds, and in this case, this field shows as 0 – 45 seconds.

Total / Percentage Calls Abandoned With Queue Time 0–4T sec

Time interval showing the number and percentage of abandoned calls with a queue time that is less than or equal to 4T seconds. You can specify the value for T in the Filter Parameter field in the Report Detail area. The default value for T is 15 seconds, and in this case, this field shows as 0 – 60 seconds.

You can sort the Contact Service Queue Call Distribution Summary Report by this criterion:

Sort Criterion

Result

Contact Service Queue

Displays the report in order of the names of CSQs.

You can filter the Contact Service Queue Call Distribution Summary Report by these parameters:

Filter Parameter

Result

Contact Service Queue Names

Displays information for the specified CSQs.

Time Interval (sec) T

Lets you specify the number of seconds, T, that the report uses for the four time interval fields. The default value for T is 15 seconds.

Contact Service Queue Priority Summary Report

The Contact Service Queue Priority Summary Report shows the number of calls routed to each CSQ selected. It also shows the number of calls and the average calls per day by priority that are routed to each CSQ.

The Contact Service Queue Priority Summary Report includes this chart:

Chart Name

Description

Total Calls Presented by CSQ and Call Priority

Displays the number of calls of each call priority routed to each CSQ.

The Contact Service Queue Priority Summary Report includes the following information for each CSQ:

Field

Description

CSQ Name (ID) (Call Skills)

Name of the CSQ with a unique identification number in parentheses, and the call skills associated with the CSQ, if the CSQ is configured based on resource skills. Multiple skills are separated by commas.

Total Calls Presented

Number of calls presented to the CSQ, whether or not an agent picked up the call.

Total and Average Number of Calls by Priority (Priority 1 through Priority 10)

Number of calls and the average number of calls daily by priority that are routed to each CSQ.

Call priorities range from 1 (lowest) to 10 (highest). All calls start with a default priority of 1, unless a different priority is set in the workflow.

You can sort the Contact Service Queue Priority Summary Report by this criterion:

Sort Criterion

Result

Contact Service Queue Name

Displays the report in order by CSQ name.

You can filter the Contact Service Queue Priority Summary Report by this parameter:

Filter Parameter

Result

Contact Service Queue Name

Displays information for the specified CSQs.

Contact Service Queue Service Level Priority Summary Report

The Contact Service Queue Service Level Priority Summary Report contains information about the number and percentage of calls that are handled within service level, and the number and percentage of calls that are handled within the service level for each call priority. Call priorities range from 1 (lowest) to 10 (highest).

The Contact Service Queue Service Level Priority Summary Report includes these charts:

Chart Name

Description

Total Calls that Met Service Level

Displays the number of calls that are handled within a service level for each CSQ.

Percentage of Calls that Met Service Level

Displays the percentage of calls that are handled within a service level for each CSQ.

The Contact Service Queue Service Level Priority Summary Report shows the following information:

Field

Description

CSQ Name (ID) (Call Skills)

Name of the CSQ with a unique identification number in parentheses, and the call skills associated with the CSQ, if the CSQ is configured based on resource skills. Multiple skills are separated by commas.

Service Level (sec)

Value 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

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

Total Service Level Met

Number and percentage of handled calls answered within the time shown in the Service Level field in Unified CCX Administration. The percentage is calculated as follows:

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

Number and Percentage of Calls that Met Service Level for Each Call Priority (Priority 1 through Priority 10)

Number and percentage of handled calls in each call priority answered within the time shown in the Service Level field in Unified CCX Administration.

Call priorities range from 1 (lowest) to 10 (highest). All calls start with a default priority of 1, unless a different priority is set in the workflow.

You can sort the Contact Service Queue Service Level Priority Summary Report by this criterion:

Sort Criterion

Result

Contact Service Queue Name

Displays the contact service queue names.

You can filter the Contact Service Queue Service Level Priority Summary Report by this parameter:

Filter Parameter

Result

Contact Service Queue Name

Displays contact service queue names.

CSQ–Agent Summary Report

An agent can handle calls for multiple CSQs. The CSQ–Agent Summary Report shows information about calls handled in each CSQ for each agent . 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.

The CSQ–Agent Summary Report includes this chart:

Chart Name

Description

Calls Handled by CSQ and Agent

Displays the number of calls handled by each agent for each CSQ.

The CSQ–Agent Summary Report includes the following information:

Field

Description

CSQ Name (ID)

Displays the name of the CSQ with a unique identification number in parentheses.

Agent Name (Agent_ID)

Displays the first and last name of the agent who handled calls for this CSQ. The string in parantheses displays the login ID of the agent.

Extension

Displays the Unified CCX extension that Unified CM assigned to the agent.

Calls Handled

Displays the number of calls that were queued for this CSQ and answered by this agent during the report period.

Talk Time Avg

Displays the 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 when the call is disconnected or transferred, not including hold time. The average is calculated as total talk time divided by the number of calls handled.

Talk Time Total

Displays the total 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 when the call is disconnected or transferred, not including hold time.

Work Time Avg

Displays the average amount of time that an agent spent in Work state after calls. The average is calculated as total work time divided by the number of calls handled.

Work Time Total

Displays the total amount of time that an agent spent in Work state after receiving calls.

Total Ring Time

Displays the time that elapsed 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.

Calls On Hold

Displays the number of calls that the agent put on hold.

Hold Time Avg

Displays the average hold time for calls that the agent put on hold. The average is calculated as total hold time divided by number of calls on hold. Not applicable to non- Unified CCX calls.

Hold Time Total

Displays the total time that the call was on hold. Not applicable to non- Unified CCX calls.

RNA (Ring-no-answer)

Displays the number of calls that were routed to the agent but that the agent does not answer.

You can sort the CSQ–Agent Summary Report by these criteria:

Sort Criterion

Result

CSQ Name

Displays CSQ names in alphabetical order.

Agent Name

Displays agent names in alphabetical order.

You can filter the CSQ–Agent Summary Report by this parameter:

Filter Parameter

Result

CSQ Names

Displays the CSQ names.

Detailed Call by Call CCDR Report

The Detailed Call by Call CCDR Report shows 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.)

The Detailed Call by Call CCDR Report includes these charts:

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).

The Detailed Call by Call CCDR Report includes the following information:

Field

Description

Node ID – Session ID – Sequence No.

Node ID is the unique numeric ID that the system assigns to each Unified CCX server in the cluster. It starts with 1. (A Node ID value of 0 indicates that the data in the report is migrated from Cisco CRS 3.x.) Session ID is the unique session identification number that the system assigned to a call. Sequence No. is the session sequence number that the system assigned to each call leg. The session sequence number increases by 1 for each leg of a call.

Start Time,End Time

Date and time that a call started, was disconnected, or transferred.

Contact Type

Type of call:

  1. Incoming—Outside call received by Unified CCX Edition.
  2. Outgoing—Call originated by the Unified CCX, other than a call made within the system.
  3. Internal—Call transferred or conferenced between agents, or a call made within the system.
  4. Redirect—A previous call leg redirected the call to this leg.
  5. Transfer-In—A previous call leg transferred the call to this leg.
  6. Outbound Preview—

Contact Disposition

Disposition of a call (abandoned, handled, aborted, or rejected).

For an Unified CCX call, a call is abandoned if the call disconnects before connecting to an agent. The call is handled when the call is connected to an agent.

For an Unified IP IVR call, a call is abandoned if it does not reach the workflow step that defines the call as handled. The call is handled when it reaches this step.

A call is aborted when problems occur in executing the workflow script (for example, the workflow script throws exceptions).

A call is rejected when certain Unified CM or Cisco Unified CCX resources are not sufficient for accepting incoming calls (for example, an insufficient number of CTI ports).

Originator Type

Originator of the call:

  1. Agent—Call originated by an agent.
  2. Device—Call originated by a simulated caller (used for testing) and an agent phone where the agent is not currently logged in.
  3. Unknown—Call originated by an outside caller through a gateway or by an unmonitored device.

Originator ID

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

Originator DN6

  • If Originator Type is 1, this field shows the Unified CCX extension of the agent.
  • If Originator Type is 2, this field shows the CTI7 port number.
  • If Originator Type is 3, this field shows the telephone number of the caller.

Destination Type

Destination of the call:

  1. Agent—Call presented to an agent.
  2. Device—Call presented to a route point.
  3. Unknown—Call presented to an outside destination through a gateway or to an unmonitored device.

Destination ID

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

Destination DN

  • If Destination Type is 1, this field shows the Unified CCX extension of the agent or the non-IPCC extension of the agent (if the call was received by the non-IPCC extension).
  • If Destination Type is 2, this field shows the CTI port number.
  • If Destination Type is 3, this field shows the telephone number called.

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

Application Name

Name of the Unified CCX or Unified IP IVR application associated with the route point.

Queue Time

For calls that were queued to the CSQ, time that elapsed between the time a call entered the CSQ and the time that the call was answered by an agent or disconnected. 0 for other calls.

Talk Time

For calls that were connected to agents, elapsed time between the time that an agent answered the call and when the call was disconnected or transferred, not including hold time. This value is 0 for other calls.

Hold Time

For calls that were connected to agents, elapsed time between the time that an agent first put the call on hold and when the agent last took the call off of hold, not including talk time. This field is blank for other calls.

Work Time

For calls that were connected to agents, amount of time that an agent spent in Work state after the call. This field is blank for other calls.

6 DN = directory number
7 CTI = computer telephony interface

You can sort the Detailed Call by Call CCDR Report by these criteria:

Sort Criterion

Result

Node ID – Session ID – Sequence No.

Displays the report by node ID, session ID, and sequence number.

Call Start Time

Displays the report by the date and time that the call started.

Called Number

Displays the report with ordering grouped by original called number.

You can filter the Detailed Call by Call CCDR Report by these parameters:

Filter Parameter

Result

Original Called Number

Displays information for the specified original called number or numbers.

Called Number

Displays information for the specified called number or numbers.

Calling Number

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

Application Name

Displays information for the specified application or applications.

Contact Type

Displays information for the specified contact type or types (incoming, outgoing, internal, redirect, transfer-in, or outbound preview).

Originator Type

Displays information for the specified originator type or types (agent, device, or unknown).

Destination Type

Displays information for the specified destination type or types (agent, device, or unknown).

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.

Detailed Call CSQ Agent Report

The Detailed Call, CSQ, Agent Report shows call information about the CSQ that a call was routed to and the agent that handled the call.

The Detailed Call, CSQ, Agent Report includes this chart:

Chart Name

Description

Total Calls by Called Number

Displays the number of calls to each called number.

The Detailed Call, CSQ, Agent Report includes the following information:

Field

Description

Node ID – Session ID – Sequence No.

Node ID is the unique numeric ID that the system assigned to each Unified CCX server in the cluster. It starts with 1. (A Node ID value of 0 indicates that the data in the report is migrated from Cisco CRS 3.x.) Session ID is the unique session identification number that the system assigned to a call. Sequence No. is the session sequence number that the system assigned to each call leg. The session sequence number increases by one for each leg of a call.

Call Start TimeCall End Time

Date and time that the call started, was disconnected, or transferred.

Contact Dispostion

Numeral indicating the disposition of a call as follows:

1. Abandoned—An IVR call is abandoned if it does not reach the workflow step that defines the call as handled.

2. Handled—An Unified CCX call is handled when it is connected to an agent. An Unified IP IVR call is handled if it reaches the workflow step that defines the call as handled.

3.—Indicates stuck contacts that are cleaned up by the system/contact manager.

4. Aborted—An exception occurs in the workflow that processed the call.

5 and higher. Rejected—System resources reached maximum capacity (for example, the maximum number of CTI ports was reached).

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

If the call is transferred, this field shows the number that the call was transferred to. Otherwise, this field shows the number originally dialed by the caller. This number can be either a route point number or an agent extension.

App. Name

Name of the Unified CCX or Unified IP IVR application associated with the route point.

CSQ Name

Name or names of the CSQ or queues for which the call was queued. This field displays up to five CSQs separated by commas. The CSQ that handled the call is marked with an asterisk (*) and appears at the beginning of the list. This field is blank if the call is not queued for any CSQ.

Queue Time

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

Agent Name

Name of the agent who handled the call or participated in the conference call; or the name of the supervisor who barged the call. This field is blank if the call was not routed to an agent.

Ring Time

Time that elapsed 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.

Talk Time

Time that elapsed between the time that an agent answered the call and when the call was disconnected or transferred, not including hold time.

Work Time

Amount of time that an agent spent in Work state after the call. This field is blank if the call was not handled by an agent.

You can sort the Detailed Call, CSQ, Agent Report by these criteria:

Sort Criterion

Result

Node ID – Session ID – Sequence No.

Displays the report by node ID, session ID, and sequence number.

Call Start Time

Displays the report by the date and time that the call started.

Called Number

Displays the report by the number called.

You can filter the Detailed Call, CSQ, Agent Report by these parameters:

Filter Parameter

Result

Called Number

Displays information for the specified called number or numbers.

Calling Number

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

Application Name

Displays information for the specified application name or names.

Contact Type

Displays information for the specified contact type or types: incoming, outgoing, internal, redirect, transfer-in, or outbound preview.

Originator Type

Displays information for the specified originator type or types: agent, device, or unknown.

Destination Type

Displays information for the specified destination type or types: agent, device, or unknown.

Agent Name

Displays Unified CCX calls handled by the specified agent, conference calls in which the specified agent participated, and calls barged by the specified supervisor.

CSQ Name

Displays calls that queued for the specified CSQs.

Duration Greater Than or Equal to T seconds

Displays calls with 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.

Email Agent Activity Report

The Email Agent Activity Report shows summary statistics for email activity for the selected email enabled agents and the date interval in daily time buckets.

The Email Agent Activity Report includes the following information:

Field

Description

Agent Name

The name of the agent to which the emails were routed. This name only appears once for each agent at the first date in the interval.

Date

Date of each day in the interval.

Login Time

Time that the agent was logged in during the interval.

Email Not Ready Time

Time that the agent spent in the Email Not Ready state during the interval.

Email Ready Time

Time that the agent spent in the Email Ready state during the interval.

Email Processing Time

Time that the agent spent in the Email Processing state during the interval.

Retrieved

Number of emails that the agent retrieved during the period. The route date time determines whether the email falls within the interval.

Requeued

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

Transfer Out

Number of emails routed to the agent and transferred by the agent. The transfer date time determines whether the email falls within the interval.

Sent

Number of emails routed to the agent and then sent by the agent. The send date time determines whether the email falls within the interval.

Deleted

Number of emails routed to the agent and then deleted by the agent. The delete date time determines whether the email falls within the interval.

Total In Process Time Sent

The sum of the In Process time over all emails included in the "Sent" column. The In Process time is counted regardless of the interval in which it occurred.

Average In Process Time Sent

(Total In Process Time Sent/Sent) rounded to an integer

Average On Desk Time Sent

Total of (Get email time - Sent time) over all emails in the ("Sent" column/Sent) rounded to an integer. The on desk time is counted regardless of the interval in which it occurred.

Email Contact Service Queue Activity Report

The Email Contact Service Queue Activity Report shows summary statistics for email activity for the selected email contact service queues and date interval in daily time buckets.

The Email Contact Service Queue Activity Report includes a table that shows the following information in the report range for each contact service queue:

Field

Description

CSQ Name

The name of the CSQ through which the e-mails were routed. This name only appears once for each contact service queue on the first date in the interval.

Date

Date of each day in the interval.

Routed In

Number of e-mails routed into the contact service queue during the period. The route date time determines whether the e-mail falls within the interval.

Transfer In

Number of e-mails transferred into the contact service queue during the period. The transfer date time determines whether the e-mail falls within the interval.

Requeued

Number of e-mails requeued during the period for the contact service queue. The requeue date and time determines whether the e-mail falls within the interval.

Transfer Out

Number of e-mails routed to the agent through the contact service queue and transferred by the agent to another contact service queue. The transfer date time determines whether the e-mail falls within the interval.

Sent

Number of e-mails routed to the agent through the contact service queue and then sent by the agent. The send date time determines whether the e-mail falls within the interval.

Deleted

Number of e-mails routed to the agent through the contact service queue and then deleted by the agent. The delete date time determines whether the e-mail falls within the interval.

Total In Process Time Sent

The sum of the In Process time over all e-mails included in the "Sent" column. The In Process time is counted regardless of the interval in which it occurred.

Average In Process Time Sent

(Total In Process Time Sent/Sent) rounded to an integer.

Average On Desk Time Sent

Sum of (Get e-mail time - Sent time) over all emails in the ("Sent" column)/Sent) rounded to an integer. The on desk time is counted regardless of the interval in which it occurred.

Average Response time Sent

Sum of (Routed time - Sent time) over all e-mails in the ("Sent" column)/Sent) rounded to an integer. The response time is counted regardless of the interval in which it occurred.

Email Contact Service Queue Agent Activity Report

The Email Contact Service Queue Agent Activity Report shows summary statistics for email activity by agents and dates for the selected email contact service queues; and the date interval in daily time buckets.

The Email Contact Service Queue Agent Activity Report includes a table that shows the following information for each date in the report range:

Field

Description

CSQ Name

The name of the CSQ through which the emails were routed. This name only appears once for each contact service queue at the first agent and date in the interval.

Agent Name

The name of the agent to which the emails were routed.

Date

Date of each day in the interval.

Retrieved

Number of emails routed through the contact service queue that the agent retrieved during the period. The route date time determines whether the email falls within the interval.

Requeued

Number of emails routed through the contact service queue to the agent that the agent requeued during the period. The requeue date and time determines whether the email falls within the interval.

Transfer Out

Number of emails routed through the contact service queue to the agent and transferred by the agent. The transfer date time determines whether the email falls within the interval.

Sent

Number of emails routed through the contact service queue to the agent and then sent by the agent. The send date time determines whether the email falls within the interval.

Deleted

Number of emails routed through the contact service queue to the agent and then deleted by the agent. The delete date time determines whether the email falls within the interval.

Total In Process Time Sent

The sum of the In Process time over all emails included in the "Sent" column. The In Process time is counted regardless of the interval in which it occurred.

Average In Process Time Sent

(Total In Process Time Sent/Sent) rounded to an integer.

Average On Desk Time Sent

Sum of (Get email time - Sent time) over all emails in the ("Sent" column)/Sent) rounded to an integer. The on desk time is counted regardless of the interval in which it occurred.

Email Inbox Traffic Analysis Report

The Email Inbox Traffic Analysis Report shows the number of emails received for the selected email addresses and the time period in daily time buckets.

The Email Inbox Traffic Analysis Report includes a table that shows the following information for each date in the report range:

Field

Description

Email Address

The email address where the emails were sent to. This email address appears only once for each email address on the first date in the interval.

Date

Date of each day in the interval.

Number of Emails

Number of emails sent to the address on the date.

Email Response Detail Report

The Email Response Detail Report shows information about an email response sent back to a customer.

The Email Response Detail Report includes a table that shows the following information for each date in the report range:

Field

Description

CSQ Name

The name of the CSE that routed the email to the agent who sent the response

Time Sent

The date and time the agent sent the response

Time received

Date and time the contact center received the email

Time retrieved

Date and time the agent retrieved the email

Agent Name

Name of the agent who sent the response

From

Email address of party who sent the email

To

Email address to which the party sent the email to reach the contact center

Subject

Subject line of the original email

Email Resolution Detail Report

The Email Resolution Detail Report shows the details of resolved emails for the report period.

The Email Response Detail Report includes a table that shows the following information for each date in the report range:

Field

Description

CSQ Name

The name of the CSQ that routed the email to the agent who resolved the email

Resolution

The description of the resolution taken with emails

Resolved Date

Date and time the agent resolved the email

Agent Name

Name of the agent who resolved the email

Wrap-up Data

The description of the wrap-up data, as entered by the agent

Date Received

Date and time the contact center received the email

Date Retrieved

Date and time the agent retrieved the email

To Address

Email address of the contact center to which an email is sent

From Address

Email address of the user who sent the email

Email Subject

Subject line of the email

You can sort the Email Resolution Detail Report by any of these criteria:

Sort Criterion

Result

CSQ Name

Displays the report in the alphabetical order of the CSQ name.

You can filter the Email Resolution Detail Report by any of these parameter:

Filter Parameter

Result

CSQ List

Displays the information for the specified CSQs.

Agent List

Displays the information for the specified Agents.

IVR Outbound Campaign Summary Report

The IVR Outbound Campaign Summary Report shows information about call summary statistics for each Outbound IVR campaign over a specified time period. This report displays the call summary for Progressive and Predictive Outbound campaigns.

This report is available only from Unified CCX 8.5 if you have a premium license with an Outbound IVR license.

The IVR Outbound Campaign Summary Report includes the following information:

Field

Description

Campaign Name

The name of the Outbound IVR campaign.

Total

The number of contacts for this campaign including the contacts that have been deleted from an Outbound IVR campaign.

Total = Attempted + Remaining contacts

Attempted

The number of Outbound IVR contacts attempted. A contact is attempted if it is dialed out by the IVR dialer. If the same contact was retried, it is not under the Attempted category. Even though a contact is retried multiple times, the contact is counted only once.

Remaining

The number of contacts that are not yet dialed out. This number includes
  • Deleted Contacts--The number of contacts that are never dialed out because they have been deleted from the campaign after importing.

% Attempted

The percentage of Outbound IVR calls attempted.

Attempted % = (Attempted/Total Records) * 100

Voice

The number of Outbound IVR calls that are connected to live voice for the day. The calls marked with this classification are a subset of the calls attempted.

Answering Machine

The daily number of Outbound IVR calls that reached an answering machine.

Invalid Number

The daily number of Outbound IVR calls that reached an invalid number.

Fax/Modem

The daily number of Outbound IVR calls that reached fax or modem.

No Answer

The number of Outbound IVR calls that were not answered.

Busy

The number of Outbound IVR calls that received a busy signal.

Failed

The number of Outbound IVR calls that failed for one of the following reasons:

  • Dialer asked the Gateway to cancel a call that has not yet been placed
  • Gateway has declined the call
  • Gateway is down or Gateway has timed out while placing the call
  • Gateway failure or configuration issues at the Gateway.

Customer Abandoned

The number of Outbound IVR calls that were abandoned by the customer.

System Abandoned

The number of Outbound IVR calls that were abandoned by the system. A system abandoned call occurs when a customer answers the phone, but a port is unavailable to play the prompts to the customer. That call was abandoned because the IVR port was unavailable or Unified CCX failed to transfer the call to the IVR port.


Note


The sum of values for voice, answering machine, invalid number, fax/modem, no answer, busy, failed, customer abandoned, and system abandoned fields. These fields are equal to the value of Attempted field in IVR Outbound Campaign Stats Real-Time Report, which you can access from the Unified CCX Administration web interface.


You can sort the IVR Outbound Campaign Summary Report by these criteria:

Sort Criterion

Result

Campaign

Displays the campaign name in alphabetical order.

Total

Displays the number of records in ascending order.

Remaining

Displays the number of available calls in ascending order.

% Attempted

Displays the number of attempted calls in ascending order.

Voice

Displays the number of calls that ended successfully in ascending order.

Answering Machine

Displays the answering machine calls in ascending order.

Invalid Number

Displays the invalid calls in ascending order.

Fax/Modem

Displays fax and modem calls in ascending order.

Busy

Displays busy calls in ascending order.

Customer Abandoned

Displays calls that the customer abandoned in ascending order.

System Abandoned

Displays calls that the system abandoned in ascending order.

You can filter the IVR Outbound Campaign Summary Report by this parameter:

Filter Parameter

Result

Campaign

Displays statistics about the selected Outbound IVR campaigns.

IVR Outbound CCDR Report

The IVR Outbound Contact Call Detail Record (CCDR) Report shows IVR call related information, which is stored in the Unified CCX database. The information in this report is for each leg of a call.


Note


Transferring an Outbound IVR call to an agent using SelectResource step is not supported in Unified CCX 8.5(1).


The IVR Outbound CCDR Report includes the following information:

Field

Description

Node ID – Session ID – Sequence No.

Node ID is the unique numeric ID that the system assigned to each Unified CCX server in the cluster. It starts with 1. (A Node ID value of 0 indicates that the data in the report is migrated from Cisco CRS 3.x.) Session ID is the unique session identification number that the system assigned to a call. Sequence No. is the session sequence number that the system assigned to each call leg. The session sequence number increases by 1 for each leg of a call.

Start Time,End Time

Date and time that a call started, and date and time that the call was disconnected or transferred.

Contact Disposition

Disposition of a call (abandoned or handled).

An abandoned call occurs when a customer answers the phone, but no port is available to play the prompts to the customer.

Handled call occurs when a call state is either of the following - Voice, Answering Machine, Invalid Number, or Fax/Modem

Originator Type

Originator of the call:

2. Device—Call originated by the Outbound IVR dialer.

Originator ID

Login identification of the Outbound IVR dialer, which is equal to 1.

Originator DN8

As Originator Type is 2, this field shows the CTI9 port number.

Destination Type

Destination of the call:

3. Unknown—Call presented to an outside destination through a gateway or to an unmonitored device.

Destination ID

Login identification of the Outbound IVR dialer, which is equal to 1.

Destination DN

As Destination Type is 3, this field shows the telephone number called.

Called No.

Number dialed by the Outbound IVR dialer. Can be either a route point number or the dialed telephone number.

Application Name

Name of the Unified CCX or Unified IP IVR application associated with the route point.

Call Status

The status of the contact record.

1 = Pending: The call is pending.

2 = Active: The record is sent (active) to the Outbound subsystem for dialing

3 = Closed: The record is closed.

4 = Callback: The record is marked for a callback.

5 = Max Calls: Maximum attempts are reached for this record (considered closed).

6 = Retry: The call is redialed immediately whenever there is any miss in the callbacks for Retries with Delay.

7 = Unknown: If the Outbound subsystem is restarted with records in the Active (2) state, they are moved to this state.

8 = Retries with Delay: The call is redialed as it was either busy, no answer, customer abandoned or system abandoned. Retry time is set as per the corresponding configuration in the Unified CCX Application Administration web interface.

Call Result

The call result from the last call placed for this record

1 = (Voice) Customer answers and is connected to agent

2 = Fax machine or modem is detected

3 = Answering machine is detected

4 = Number reported as invalid by the network

5 = Customer does not want to be called again

6 = Number successfully contacted, but it is a wrong number

7 = Number successfully contacted, but it is the wrong person

8 = Customer requests a callback

11 = Busy tone is detected

15 = Customer’s phone times out due to Ring No Answer (RNA) or Gateway failure

16 = Call is abandoned because IVR port is unavailable or Unified CCX fails to transfer the call to the IVR port

17 = Call fails for the following reasons:

  • Dialer asks the Gateway to cancel a call that has not yet been placed
  • Gateway declines the call
  • Gateway is down or Gateway times out while placing the call
  • Gateway fails or has configuration issues at the Gateway.

18 = Customer is abandoned as the customer disconnected the call within the time limit as configured in "Abandoned Call Wait Time" in Unified CCX Application Administration web interface.

Campaign Name

Name of the Outbound IVR campaign.

8
9
10 11

You can sort the IVR Outbound CCDR Report by this criterion:

Sort Criterion

Result

Node ID – Session ID – Sequence No.

Displays the report by node ID, session ID, and sequence number.

You can filter the IVR Outbound CCDR Report using the following parameter:

Filter Parameter

Result

Campaign Name

Name of the Outbound IVR campaign.

IVR Outbound Half Hourly Report (Predictive)

The IVR Outbound Half Hourly report provides information about Outbound IVR (Predictive) calls for every half-an-hour in the report range.


Note


This report is available if you have Unified CCX Premium with Outbound IVR license, and you have selected Predictive dialer type in Unified CCX 8.5.


The IVR Outbound Half Hourly Report shows the following information:

Field

Description

Campaign Name

Name of the predictive campaign for which the data is recorded.

Start Date

Start date and time of the interval.

End Date

End date and time of the interval

Attempted Calls

Number of attempted calls in the interval.

Abandoned Calls

Number of abandoned calls in the interval.

Voice Calls

Number of voice calls in the interval.

Lines Per Port

Lines Per Port value computed depending on the abandoned calls/voice calls.

Abandoned Rate

Call abandon rate since the statistics were last reset.

Abandon Rate = (Abandoned/Voice)*100

You can sort the IVR Outbound Half Hourly Report by the following criteria:

Sort Criterion

Result

Campaign

Displays the predictive campaign names in alphabetical order.

Start Date

Displays the start date and time of the half-an-hour intervals.

End Date

Displays the end date and time of the half-an-hour intervals.

You can filter the IVR Outbound Half Hourly Report by the following parameter:

Filter Parameter

Result

Campaign Name

Displays half hourly information of selected predictive campaigns.

License Utilization Hourly Report

The License Utilization Hourly Report historical license utilization information in the system is aggregated on an hourly basis. For each hour in the query interval, it shows 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

Note


This report is available only in Cisco Unified Intelligence Center.


The License Utilization Hourly Report includes the following line chart:

Table 2 License Utilization Hourly Report Chart

Chart Name

Description

License Utilization Hourly Report Line Chart

For each hour, displays the maximum number of inbound ports, agent seats and outbound ports.

The License Utilization Hourly Report includes a table that shows the following information for each hour in the query interval:

Table 3 License Utilization Hourly Report Query Info

Field

Description

Date

The date for which the aggregated license information is displayed.

Hour

The hour for which the aggregated license information is displayed.

Maximum Inbound Ports

The maximum number of inbound ports that were used during the given date and hour. A blank field is displayed if there is not data available for the given hour.

Maximum Agent Seats

The maximum number of agent seats that were used during the given date and hour. A blank field is displayed if there is not data available for the given hour.

Maximum Outbound Ports

The maximum number of outbound ports that were used during the given date and hour. A blank field is displayed if there is not data available for the given hour.

The Hourly Report table includes a summary row for each date and a summary row for the whole query interval.


Note


If you set the local time zone in the user profile, start and end date time will be in that time zone. If not set, the start and end times will be considered to be in the data source time zone (GMT).


Preview Outbound Agent Detail Performance Report

The Preview Outbound Agent Detail Performance Report shows detailed statistics for each agent by campaign. The report also displays the total call details and campaign call details for each agent. This information is displayed besides a summary row of the call details for each agent for all campaigns. This report is available with the Outbound feature.

The Preview Outbound Agent Detail Performance Report includes these charts:

Chart Name

Description

Calls accepted by campaign and agent

Displays the number of calls that are accepted by each agent for each campaign.

The Preview Outbound Agent Detail Performance Report includes the following information:

Field

Description

Agent Name (Agent_ID)

The agent first name and last name. The string in parantheses displays the login ID of the agent.

Campaign Name

The name of the campaign.

Offered

Number of outbound calls offered to the agent. A contact that is offered to an agent multiple times (possibly because that agent skipped the call and it was eventually looped back to the same agent) is counted once for each time the contact is presented. Offered refers to the total number of Accepted, Rejected, and Closed calls.

Accepted

Total number of outbound calls accepted by the agent. A call is considered Accepted if an agent clicks Accept when the call is presented.

Rejected

The number of outbound calls that were skipped or rejected by the agent. This means that the agent selected Reject, Skip, or Cancel Reservation. These contacts are dialed again.

Closed

The number of Outbound contacts that are closed by the agent. This means that the agent selected Skip-Close or Reject-Close. These contacts are not dialed again.

RNA

Ring-no-answer (RNA). The number of outbound calls that the agent ignores.

Transfer

The number of outbound calls that are transferred from another agent. The agent does not dial an outbound call; instead, the other agent dials the outbound call and transfers.

Average Talk Time

The average time in HH:MM:SS (hours, minutes, seconds) that the agent spends talking on outbound calls. The duration consists of all calls that were Agent Accepted and classified as Voice.

Maximum Talk Time

The longest time in HH:MM:SS (hours, minutes, seconds) that the agent spends talking on an outbound call for this campaign. The duration consist of all calls that were Agent Accepted and classified as Voice.

You can sort the Preview Outbound Agent Detail Performance Report by these criteria:

Sort Criterion

Result

Agent Name

Displays the agent names in alphabetical order. Within the same agent name, you can sort the report in alphabetical order by campaign name.

Offered

Displays the agent names in alphabetical order. Within the same agent name, you can sort the report in ascending order by calls offered.

Accepted

Displays the agent names in alphabetical order. Within the same agent name, you can sort the report in ascending order by calls accepted.

Rejected

Displays the agent names in alphabetical order. Within the same agent name, you can sort the report in ascending order by calls rejected.

Closed

Displays the agent names in alphabetical order. Within the same agent name, you can sort the report in ascending order by calls closed.

RNA

Displays the agent names in alphabetical order. Within the same agent name, you can sort the report in ascending order by RNA.

Transfer

Displays the agent names in alphabetical order. Within the same agent name, you can sort the report in ascending order by Transfer.

Average Talk Time

Displays the agent names in alphabetical order. Within the same agent name, you can sort the report in ascending order by average talk time.

Maximum Talk Time

Displays the agent names in alphabetical order. Within the same agent name, you can sort the report in ascending order by maximum talk time.

You can filter the Preview Outbound Agent Detail Performance Report by these parameters:

Filter Parameter

Result

Campaign Name

Displays selected campaigns.

Agent Name

Displays selected agents.

Resource Group Name

Displays agents who belong to the selected resource groups.

Skill Name

Displays agents who have the selected skills.

Team Name

Displays agents who belong to the selected teams.

Preview Outbound Campaign Summary Report

The Preview Outbound Campaign Summary Report shows information about call summary statistics for each campaign over a specified time period. This report is available with the Unified Outbound Preview Dialer ( Outbound) feature. The Preview Outbound Campaign Summary Report includes these charts:

Chart Name

Description

Calls Accepted, Rejected, Closed by Campaign

Displays the number of calls that are accepted, rejected, or closed for each campaign.

The Preview Outbound Campaign Summary Report includes the following information:

Field

Description

Campaign Name

The name of the campaign.

Total Records

The number of contact records for this campaign.

Available

The number of contacts available (to be dialed). This number includes callbacks and contacts that are retried because of previous unsuccessful dial attempts, such as an answering machine response or busy status.

Attempted

The number of outbound contact records attempted. A contact is attempted when an outbound call is placed to the customer, regardless of the outcome. A call record is considered attempted if an agent clicks Accept for this contact.

A contact that is routed to and accepted by an agent is Attempted by the system. If the contact is marked for Callback and later called by the same or another agent, this call record is still Attempted once.

Similarly, 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.

Attempted %

The percentage of outbound calls attempted.

The attempted is calculated as follows:

(Attempted/Total Records) x 100

Accepted

The number of outbound calls accepted. A call is accepted if an agent clicks Accept when presented the call. A call that is routed to an agent; skipped or rejected by that agent; routed to another agent; and then accepted by that other agent is counted once towards the number of calls.

Rejected

The number of outbound calls that were skipped or rejected by an agent. The agent selected Reject, Skip, or Cancel Reservation. These contacts are re-dialed. If a contact is rejected by multiple agents, this field is incremented each time the contact is rejected.

Closed

The number of outbound contacts that were closed by agents. The agent selected Skip-Close or Reject-Close. These contacts are not re-dialed.

Voice

The number of outbound calls for the day that ended successfully. This means that an agent accepted the call (by clicking Accept) and selected a classification of Voice for this contact. The calls marked with this classification are a subset of the calls accepted.

Answering Machine

The 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.

Fax/Modem

The number of outbound calls with a classification of Fax/Modem. The agent clicks Accept and selects a classification of Fax/Modem for this contact.

Invalid

The 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.

Requested Callback

The number of calls marked for callback. A call that is accepted by an agent, marked for callback, later routed to and accepted by another agent (at the callback time), and re-marked for callback is counted twice towards the number of callback calls.

Customer Not Home

The number of outbound contacts where the person who answers the phone is not the customer.

Wrong Number

The number of outbound contacts where the person who answers the phone indicates that the customer does not live there.

Do Not Call

The number of outbound contacts where the person who answers the phone indicates that they do not want to be called.

Busy

The number of outbound calls where the response is a busy signal.

Average Talk Time

The average time in HH:MM:SS (hours, minutes, seconds) that agents spend talking on outbound calls. The duration consists of calls that were Agent Accepted and classified as Voice.

Maximum Talk Time

The longest time in HH:MM:SS (hours, minutes, seconds) that an agent spends talking on an outbound call. The consists of calls that were Agent Accepted and classified as Voice.

You can sort the Preview Outbound Campaign Summary Report by these criteria:

Sort Criterion

Result

Campaign

Displays the campaign names in alphabetical order.

Total Records

Displays the records in ascending order.

Available

Displays the calls available in ascending order.

Attempted

Displays the calls attempted in ascending order.

Accepted

Displays the calls accepted in ascending order.

Agent Rejected

Displays the calls rejected by an agent in ascending order.

Voice

Displays the calls that ended successfully in ascending order.

Answering Machine

Displays the answering machine calls in ascending order.

Fax/Modem

Displays the report in ascending order of fax/modem calls.

Invalid

Displays the report in ascending order of invalid calls.

Requested Callback

Displays the report in ascending order of calls marked for callback.

Agent Closed

Displays the calls closed by the agent in ascending order.

Customer Not Home

Displays the calls for which the customer was not home in ascending order.

Wrong Number

Displays the calls that reached wrong numbers in ascending order.

Do Not Call

Displays the calls marked as do not call in ascending order.

Busy

Displays the busy calls in ascending order.

Average Talk Time

Displays the average talk time in ascending order.

Max Talk Time

Displays the maximum talk time in ascending order.

You can filter the Preview Outbound Campaign Summary Report by this parameter:

Filter Parameter

Result

Campaign

Displays statistics of selected campaigns.

Priority Summary Activity Report

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

The Priority Summary Activity Report includes this chart:

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.

The Priority Summary Activity Report includes the following information:

Field

Description

Call Priority

Final priority that the Unified CCX workflow assigns to the call when the call is received, from 1 (lowest priority) to 10 (highest priority). All calls start with a default priority of 1, unless a different priority is set in the workflow.

Total Calls

The final priority level assigned to the number of calls.

Avg Calls

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

Total Number of Calls with Different Original and Final Priorities

Number of calls that ended with a different priority level from when the call was received.

Average Number of Calls (Per Day) with Different Original and Final Priorities

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

Maximum Difference Between Original and Final Priorities Experienced by All Calls

Maximum difference between the original priority level assigned when the call was received, and the priority level assigned when the call ended.

Average Difference (Per Call) Between Original and Final Priorities Experienced by All Calls

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

You can sort the Priority Summary Activity Report by these criteria:

Sort Criterion

Result

Call Priority

Displays the report by the final priority level assigned to each call.

Total Calls

Displays the number of calls according to their final priority level.

You can filter the Priority Summary Activity Report by this 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).

Remote Monitoring Detail Report

The Remote Monitoring Detail Report shows the agent monitoring activities of supervisors.

The Remote Monitoring Detail Report includes these charts:

Chart Name

Description

Total Duration by User ID

Displays the time that the supervisor spent in all monitoring sessions.

Average Wait Time by User ID

Displays the average time that the supervisor waits in the monitoring session before the actual monitoring starts. (Monitoring starts when the agent being monitored makes or receives a call.)

The Remote Monitoring Detail Report includes the following information for monitoring session:

Field

Description

User ID

Name of the supervisor who monitored the call. A value of –1 indicates that no valid user ID is configured in the workflow.

Start Time

Time that the monitoring session started.

Original Monitored Party

Name of the CSQ or the Unified CCX extension of the agent that the supervisor originally chose to monitor.

Monitored Extension(s)

The extensions of one or more agents monitored in this session. If the supervisor originally chose to monitor a CSQ, this field contains the extensions of the agents who belong to that CSQ and who are monitored in this session. If the supervisor chose to monitor an agent, this field contains the extension of the agent that is monitored. Multiple agent extensions in the field indicate that a conference call or a transfer call involving multiple agents was monitored.

Duration

Elapsed time between the start and end time of the monitoring session.

Wait Time

Time from when a supervisor chooses to monitor an agent or a CSQ to when the monitoring starts.

Status

The status of this monitoring session:

Normal – Monitored—Monitoring completed successfully.

Normal – Agent RNA—Agent did not answer the call.

Error – Unable to Stop Monitoring—Supervisor presses the * key to terminate the monitoring session but it fails to terminate.

Error – Unable to Monitor New Call—Supervisor chooses to monitor a new call, but the system fails to respond.

Error – Agent Logged Off—The agent that the supervisor intends to monitor has logged off.

Error – Network Problem—Monitoring session is not successful due to network problems.

Error – VoIP Server Unable to Communicate—Monitoring session is not successful as a server with that Cisco Unified CCX Monitoring component fails to communicate.

Error – Monitoring Not Allowed—Supervisor attempts to monitor an agent or a CSQs that are not on the allowed list.

Error – Agent Not Logged In—Agent that the supervisor intends to monitor is not logged in.

Error – Invalid Input—Supervisor enters input that is not recognized by the system.

Error – Other—Errors not defined by any of the preceding messages.

You can sort the Remote Monitoring Detail Report by these criteria:

Sort Criterion

Result

Start Time

Displays the report by the time that the monitoring session starts.

User ID

Displays the report in order of the name of the supervisor.

Duration

Displays the report in order of the time duration of the monitoring session.

Traffic Analysis Report

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

The Traffic Analysis Report can include these charts:

Chart Name

Description

Total Incoming Calls by Date

Displays the total number of calls received by the Cisco Unified CCX system for each day in the report range.

Peak Calls by Date

For each date, displays the number of calls received in the hour(s) with the most calls.

Average Call Duration by Date

Displays the average length of calls for each day in the report range.

The Traffic Analysis Report includes a table that shows the following information for each date in the report range:

Field

Description

Date

Date for which information is provided.

Total Incoming Calls

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

Avg Calls (per hour)

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

Peak Calls (per hour)

Number of calls received during the peak hour(s). (See the next field.)

Peak Hour Start,Peak Hour End

Start and end time of the hour(s) in a day during which the largest number of calls were received. This hour(s) is defined as the peak hour(s).

Call Duration Avg

Average call length for the day.

Call Duration Min

Length of the shortest call for the day.

Call Duration Max

Length of the longest call for the day.

You can sort the Traffic Analysis Report by this criterion:

Sort Criterion

Result

Date

Displays the report by the date of the information.

Report Footnotes

In some cases, the last page of a report may contain one of the footnotes shown in the following table:

Report Footnote

Explanation

This report might not include complete data for calls received after date time.

The report period ends after the date and time, but your Unified CCX deployment includes two servers on which the Database component is installed. The data on these servers has not been synchronized past date and time.

If you see this footnote, take one of these actions:

  • Wait a few minutes and then re-generate the report
  • If a failover has occurred, wait until the standby server falls back
  • Re-generate the report, but specify an end time that is before the date and time
10 DN = directory number
11 CTI = computer telephony interface