Contents

• Unified CCX Chat supervisor reports
• Agent Summary Report
• CSQ Detail Report
• CSQ Summary Report

Unified CCX Chat supervisor reports

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

This chapter describes each of the following reports.

• Agent Summary Report
• CSQ Detail Report
• CSQ Summary Report

Agent Summary Report

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

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

Table 1 Agent Summary Report

Field Name	Description
Agent Name	First and last name of the agent.
Agent ID	Login ID of the agent.
Current State	Current state of the agent.
Contact Service Queue	Name of the chat CSQ. This information is displayed only if the agent is in Busy state.
State Duration	Duration in the current state.
Logon Time	Duration since the agent logged in.
Chat Presented	Number of contacts that were presented to this agent.
Chat Handled	Number of contacts that were handled by this agent.
Longest Busy Duration	Longest time the agent spent with a contact. Includes chat and work durations.
Avg Busy Duration	Average time the agent spent with contacts.
Total Busy Duration	Total time the agent spent with contacts.
Max Ready Duration	Longest time the agent was in Ready state.
Avg Ready Duration	Average time the agent was in Ready state.
Total Ready Duration	Total time the agent was in Ready state.
Max Not Ready Duration	Longest time the agent was in Not Ready state.
Avg Not Ready Duration	Average time the agent was in Not Ready state.
Total Not Ready Duration	Total time the agent was in Not Ready state.

CSQ Detail Report

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

Table 2 CSQ Detail Report

Field Name	Description
Agent Name	First and last name of the agent.
Current State	Current state of the agent.
Contact Service Queue	Name of the chat CSQ. This information is displayed only if the agent is in Busy state.
State Duration	Duration in the current agent state.

CSQ Summary Report

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

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

Table 3 CSQ Summary Report

Field Name	Description
CSQ	Name of the CSQ.
Agents Logged in	Number of agents logged in for this CSQ.
Agents Busy	Number of agents in Busy state.
Agents Ready	Number of agents in Ready state.
Agents Not Ready	Number of agents in Not Ready state.
Current Oldest Contact	Longest-waiting contact in this queue.
Total Chats	Total number of contacts presented to this queue.
Abandoned Chats	Number of contacts that have been abandoned in this queue.
Average Chat Duration	Average time agents in this CSQ spent chatting with contacts.
Average Wait Duration	Average wait time a contact spent in queue waiting for an agent.
Longest Chat Duration	Longest time agents in this CSQ spent chatting with contacts.
Longest Waiting Contact	Longest wait for a contact to be connected to an agent.