Feedback
Contents
- Description of Historical Reports
- Reports overview
- Report details
- Abandoned Call Detail Activity Report
- Aborted and Rejected Call Detail Report
- Agent Call Summary Report
- Agent Detail Report
- Agent Login Logout Activity Report
- Agent Not Ready Reason Code Summary Report
- Agent State Detail Report
- Agent State Summary Report (by Agent)
- Agent State Summary Report (by Interval)
- Agent Summary Report
- Agent Wrap-up Data Detail Report
- Agent Wrap-up Data Summary Report
- Application Performance Analysis Report
- Application Summary Report
- Call Custom Variables Report
- Called Number Summary Activity Report
- Chat Agent Detail Report
- Chat Agent Summary Report
- Chat Contact Service Queue Activity Report
- Chat CSQ Agent Summary Report
- Chat Traffic Analysis Report
- Common Skill Contact Service Queue Activity Report (by Interval)
- Contact Service Queue Activity Report
- Contact Service Queue Activity Report (by CSQ)
- Contact Service Queue Activity Report (by Interval)
- Contact Service Queue Call Distribution Summary Report
- Contact Service Queue Priority Summary Report
- Contact Service Queue Service Level Priority Summary Report
- CSQ–Agent Summary Report
- Detailed Call by Call CCDR Report
- Detailed Call CSQ Agent Report
- Email Agent Activity Report
- Email Contact Service Queue Activity Report
- Email Contact Service Queue Agent Activity Report
- Email Inbox Traffic Analysis Report
- Email Response Detail Report
- Email Resolution Detail Report
- IVR Outbound Campaign Summary Report
- IVR Outbound CCDR Report
- IVR Outbound Half Hourly Report (Predictive)
- License Utilization Hourly Report
- Preview Outbound Agent Detail Performance Report
- Preview Outbound Campaign Summary Report
- Priority Summary Activity Report
- Remote Monitoring Detail Report
- Traffic Analysis Report
- Report Footnotes
Description of Historical Reports
Unified CCX Historical Reports Client (HRC) and Unified Intelligence Center (Unified IC) provide a set of formatted reports about the operations and activities of your Unified CCX system and the agents using the system. Reports present information in a tabular form and include charts that highlight important information.
If you require reports other than the system-formatted reports, you can create custom reports. To create custom reports, see Cisco Unified CCX Historical Reports Administrator and Developer Guide. For more information on the Cisco Unified IC reports, see Administration Console User Guide for Cisco Unified Intelligence Center.
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 Summary information about inbound and outbound transfer, conference, and agent calls
Information about the login and logout activities of each agent
Time that each agent spent in Not Ready state, and agents entered when going to Not Ready state
Time that each agent spent in an agent state, and why the agent went to Logout state or Not Ready state
The length and percentage of time that agents spent in each agent state, grouped by agent name
The length and percentage of time that agents spent in each agent state, grouped by 30- or 60-minute intervals within the report period
Summary statistics about the activities of each agent, including call and agent state activities
Summary information after the agent enters the Work state associated with the wrap-up feature
Summary information about calls received by each Unified CCX or Unified IP IVR application
Summary call statistics for calls presented, handled, and abandoned from each application. Information about call talk time, work time, and abandon time.
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.)
Summary information about each chat contact that was handled by an agent.
Summary of agent activities, including chat and agent state.
Summary information about chats presented, handled, abandoned, and dequeued from each Contact Service Queue (CSQ), and information about chat queue time and handle time
Summary information about the agent activities in a chat CSQ
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)
Summary information about calls presented, handled, and abandoned for each group of CSQs that is configured with the same skills but different competency levels
Summary information about calls presented, handled, abandoned, and dequeued from each CSQ, and information about call queue time and handle time
Information about calls routed to CSQs and service level, grouped by CSQ
Information about calls routed to CSQs and service level, grouped by 30– or 60–minute intervals within the report period
Number of calls handled and abandoned within four configurable time intervals
Information about the number of calls presented to each contact service, and the total and average number of calls presented for each call priority
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
Summary information about the activities of an agent in a CSQ
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 information about the CSQ that received the call and the agent handling the call
Summary information about the e-mail activity for the selected e-mail enabled agents and the date interval in daily time buckets
Summary information about the e-mail activity for the selected e-mail contact service queues, and the date interval in daily time buckets.
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
Information about the e-mails received for the selected e-mail addresses and time period in daily time buckets
Information about an e-mail response sent to a customer
Summary information about IVR Outbound campaign statistics for a specified period.
Call-by-Call information for each leg of an Outbound IVR call.
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.
Information about each agent and Outbound campaign call details for each agent
Summary information about the Outbound campaign statistics for a specified period
Summary information about the priority levels of each call received
Information about each remote monitoring session performed by a supervisor
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
- Aborted and Rejected Call Detail Report
- Agent Call Summary Report
- Agent Detail Report
- Agent Login Logout Activity Report
- Agent Not Ready Reason Code Summary Report
- Agent State Detail Report
- Agent State Summary Report (by Agent)
- Agent State Summary Report (by Interval)
- Agent Summary Report
- Agent Wrap-up Data Detail Report
- Agent Wrap-up Data Summary Report
- Application Performance Analysis Report
- Application Summary Report
- Call Custom Variables Report
- Called Number Summary Activity Report
- Chat Agent Detail Report
- Chat Agent Summary Report
- Chat Contact Service Queue Activity Report
- Chat CSQ Agent Summary Report
- Chat Traffic Analysis Report
- Common Skill Contact Service Queue Activity Report (by Interval)
- Contact Service Queue Activity Report
- Contact Service Queue Activity Report (by CSQ)
- Contact Service Queue Activity Report (by Interval)
- Contact Service Queue Call Distribution Summary Report
- Contact Service Queue Priority Summary Report
- Contact Service Queue Service Level Priority Summary Report
- CSQ–Agent Summary Report
- Detailed Call by Call CCDR Report
- Detailed Call CSQ Agent Report
- Email Agent Activity Report
- Email Contact Service Queue Activity Report
- Email Contact Service Queue Agent Activity Report
- Email Inbox Traffic Analysis Report
- Email Response Detail Report
- Email Resolution Detail Report
- IVR Outbound Campaign Summary Report
- IVR Outbound CCDR Report
- IVR Outbound Half Hourly Report (Predictive)
- License Utilization Hourly Report
- Preview Outbound Agent Detail Performance Report
- Preview Outbound Campaign Summary Report
- Priority Summary Activity Report
- Remote Monitoring Detail Report
- Traffic Analysis Report
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:
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:
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.
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.
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.
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.
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.
Priority of the call when it was abandoned, from 1 (lowest) to 10 (highest).
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 identificationAborted 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:
The Aborted and Rejected Call Detail Report includes a table that shows the following information for each aborted and rejected call:
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.
Date and time that the call started, disconnected, transferred, or redirected
Contact type of a call (incoming, outgoing, internal, redirect, transfer-in, preview outbound)
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.
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.
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.
Number originally dialed by the caller. Can be either a route point number or an agent extension.
Name of the Unified CCX or Unified IP IVR application associated with the route point
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 number3 CTI = computer telephony interfaceYou can sort the Aborted and Rejected Call Detail Report by any of these criteria:
You can filter the Aborted and Rejected Call Detail Report by this parameter:
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:
The Agent Call Summary Report includes the following information for each agent:
You can sort the Agent Call Summary Report by:
You can filter the Agent Call Summary Report by any of these parameters:
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:
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:
You can sort the Agent Detail Report by:
You can filter the Agent Detail Report by:
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:
The Agent Login Logout Activity Report includes the following information for each agent:
You can sort the Agent Login Logout Activity Report by:
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:
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:
You can sort the Agent Not Ready Reason Code Summary Report by:
You can filter the Agent Not Ready Reason Code Summary Report by:
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:
The Agent State Detail Report includes a table that shows the following information for each agent:
You can sort the Agent State Detail Report by:
Displays the agent names in alphabetical order, followed by the date and time the agent went to another state.
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:
The Agent State Summary Report (by Agent) includes:
You can sort the Agent State Summary Report (by Agent) by:
You can filter the Agent State Summary Report (by Agent) by:
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:
The Agent State Summary Report (by Interval) includes the following table:
You can sort the Agent State Summary (by Interval) by:
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:
Agent Summary Report
The Agent Summary Report contains a summary of agent activities, including call and agent state activities.
NoteThe 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:
Displays the number of calls handled by each agent divided by the number of calls routed to that 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:
You can sort the Agent Summary Report by:
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.
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:
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:
You can sort the Agent Wrap-up Data Detail Report by:
Displays the agent names in alphabetical order. Within the same agent, report data is sorted by call start time.
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:
Displays the number of calls handled by the agent for each 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:
You can sort the Agent Wrap-up Data Summary Report by:
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:
The Application Performance Analysis Report includes the following table for each Unified CCX or Unified IP IVR application:
Identification number that the Unified CCX system assigned to the application.
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.
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.
Average number of calls abandoned in each hour while in the application.
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:
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:
The Application Summary Report includes the following table for each Unified CCX or Unified IP IVR application:
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:
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.
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.
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.
Calculated as queue time divided by number of calls.
Calls that do not connect to an agent are not included in this calculation.
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.
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.
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.
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:
You can sort the Call Custom Variables Report by:
You can filter the Call Custom Variables Report by:
Displays information for the specified original called number or numbers
Displays information for the specified called number or numbers.
Displays information for the specified calling number or numbers. Calling number is the same as Originator DN.
Displays information for the specified application or applications.
Displays information for the specified contact type or types (incoming, outgoing, internal, redirect, transfer-in, or outbound preview).
Displays information for the specified originator type or types (agent, device, or unknown).
Displays information for the specified destination type or types (agent, device, or unknown).
Displays calls with a duration greater than or equal to the number of seconds specified by T.
Displays calls with a duration less than or equal to the number of seconds specified by T.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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:
Displays the number of calls to each number, including calls to applications and calls to agents.
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:
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.
You can sort the Called Number Summary Activity Report by:
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.
Displays the report by the total number of calls that were originally dialed to each number.
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:
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:
First name and last name of the agent. The string in parantheses displays the login ID of the agent.
Skills associated with an agent for handling a chat contact.
You can sort the Chat Agent Detail Report by:
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:
Displays the number of chat contacts handled and the number of chat contacts presented for each agent.
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:
Displays the first name and last name of the agent. The string in parentheses displays the login ID of the agent.
Displays the number of chats sent to the agent, and whether the agent accepted the chat.
Displays the average chat time for all chats that the agent handled.
Displays the longest chat time of a chat that the agent handled.
Displays the average accept time for all chats that the agent accepted.
Displays the longest accept time of any chat that the agent accepted.
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:
The Chat Contact Service Queue Activity Report includes the following information for each CSQ:
Displays the number of chats routed to the CSQ regardless of whether an agent accepted the chat.
Displays the average queue time for all chats routed to the CSQ
Displays the longest queue time of any chat that was routed to the CSQ
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.
Displays the average handle time for all chats that the CSQ handled. Handle time is active chat time.
Displays the longest handle time of any chat that the CSQ handled. Handle time is active chat time.
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:
Displays the report in order of the number of chats routed to the CSQ, regardsless of whether the agent accepted the chat
Displays the report by the number of chats handled by the CSQ
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:
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:
The Chat CSQ Agent Summary Report includes the following information:
Displays the name of the CSQ with a unique identification number in parentheses.
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.
Displays the number of chats that were queued for this CSQ and were assigned to this agent.
Displays the number of chats that were queued for this CSQ and answered by this agent.
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.
Displays the number of chats that were connected to the agent, but that the agent did not answer.
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.
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:
Displays the number of contacts received by the Unified CCX system for each day in the report range.
Displays the number of contacts received hourly with the most contacts for each 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:
Displays the number of chat contacts received daily by the Unified CCX system.
Displays the average number of chat contacts received hourly.
Displays the number of chat contacts received during peak hour(s). (See the next field.)
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).
Displays the duration of the shortest chat contact for the day.
Displays the duration of the longest chat contact for the day.
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:
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:
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.
Name of the CSQ, the skills configured for this CSQ, and the competence level of each skill.
Number of calls offered to each individual CSQ within the group, regardless of whether the agent answered the call.
Longest queue of all calls routed to the CSQ (abandoned, handled, aborted, or rejected).
Number of calls handled by this CSQ. A call is handled if a caller is connected to an agent while queued for this CSQ.
Average handle time for all calls that the CSQ handled. Handle time is talk time, hold time, and work time.
Longest handle time for any call that the CSQ handled. Handle time is talk time, hold time, and work time.
Number of calls routed to the CSQ, but were not answered by an agent because the caller hung up or was disconnected.
Average time calls spent in the queue before being abandoned.
Maximum time one call spent in the queue before being abandoned.
This field is calculated as follows:
(calls handled within service level / by calls presented) * 100%.
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:
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:
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.
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:
For each CSQ, the average speed of answer for calls handled.
For each CSQ, average time calls spent in queue before being abandoned.
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:
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.
Number of calls routed to the CSQ, regardless of whether an agent picked up the call.
Average queue time for all calls routed to the CSQ, and longest queue time of any one call that was routed to the CSQ.
Number of calls handled by this CSQ. A call is handled if a caller is connected to an agent while queued for this CSQ.
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
Number of calls routed to the CSQ that were not answered by an agent because the caller hung up or was disconnected.
Average time calls spent in queue before being abandoned, and the longest time any one call spent in queue before being abandoned.
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.
Number of calls queued for a CSQ and then dequeued by the Dequeue step in a workflow.
Average time calls spent in queue before being dequeued, and the longest time any one call spent in queue before being dequeued.
You can sort the Contact Service Queue Activity Report by these criteria:
Displays the report in order of the number of calls routed to the CSQ, regardless of whether an agent picked up the call.
Displays the report by the number of calls handled by the CSQ.
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:
- 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).
The Contact Service Queue Activity Report (by CSQ) includes these charts:
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:
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:
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.
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.
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.
Number of calls handled within the time shown in the Service Level field. A call is handled when an agent picks up the call.
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 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 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 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 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%
Number of calls routed to the CSQ, regardless of whether an agent picked up the call.
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%
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%
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:
You can filter the Contact Service Queue Activity Report (by CSQ) by the following parameters:
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.
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:
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:
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:
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.
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.
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.
Number of calls handled within the time shown in the Service Level field. A call is handled when an agent picks up the call.
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 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 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 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 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%
Number of calls routed to the CSQ, regardless of whether an agent picked up the call.
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%
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%
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:
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:
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.
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:
Displays the number of calls handled in each time interval by each 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:
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.
Number of calls handled by the CSQ. A call is handled when an agent picks up the call.
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.
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.
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.
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.
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.
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.
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.
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.
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:
You can filter the Contact Service Queue Call Distribution Summary Report by these parameters:
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:
The Contact Service Queue Priority Summary Report includes the following information for each CSQ:
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.
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:
You can filter the Contact Service Queue Priority Summary Report by this parameter:
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:
Displays the number of calls that are handled within a service level for each CSQ.
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:
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.
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.
Number of calls routed to the CSQ, regardless of whether an agent picked up the call.
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:
You can filter the Contact Service Queue Service Level Priority Summary Report by this parameter:
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:
The CSQ–Agent Summary Report includes the following information:
Displays the name of the CSQ with a unique identification number in parentheses.
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.
Displays the Unified CCX extension that Unified CM assigned to the agent.
Displays the number of calls that were queued for this CSQ and answered by this agent during the report period.
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.
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.
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.
Displays the total amount of time that an agent spent in Work state after receiving calls.
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.
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.
Displays the total time that the call was on hold. Not applicable to non-Unified CCX calls.
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:
You can filter the CSQ–Agent Summary Report by this parameter:
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:
Displays the percentage of calls that were handled, abandoned, aborted, and rejected.
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:
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.
Date and time that a call started, was disconnected, or transferred.
- Incoming—Outside call received by Unified CCX Edition.
- Outgoing—Call originated by the Unified CCX, other than a call made within the system.
- Internal—Call transferred or conferenced between agents, or a call made within the system.
- Redirect—A previous call leg redirected the call to this leg.
- Transfer-In—A previous call leg transferred the call to this leg.
- Outbound Preview—
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).
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.
Login identification of the agent who received the call, if Destination Type is 1.
- 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.
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.
Number originally dialed by the caller—either a route point number or an agent extension.
Name of the Unified CCX or Unified IP IVR application associated with the route point.
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.
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.
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.
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 number7 CTI = computer telephony interfaceYou can sort the Detailed Call by Call CCDR Report by these criteria:
Displays the report by node ID, session ID, and sequence number.
Displays the report by the date and time that the call started.
Displays the report with ordering grouped by original called number.
You can filter the Detailed Call by Call CCDR Report by these parameters:
Displays information for the specified original called number or numbers.
Displays information for the specified called number or numbers.
Displays information for the specified calling number or numbers. Calling number is the same as Originator DN.
Displays information for the specified application or applications.
Displays information for the specified contact type or types (incoming, outgoing, internal, redirect, transfer-in, or outbound preview).
Displays information for the specified originator type or types (agent, device, or unknown).
Displays information for the specified destination type or types (agent, device, or unknown).
Displays calls with a duration greater than or equal to the number of seconds specified by T.
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:
The Detailed Call, CSQ, Agent Report includes the following information:
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.
Date and time that the call started, was disconnected, or transferred.
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).
- 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.
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.
Name of the Unified CCX or Unified IP IVR application associated with the route point.
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.
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.
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.
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.
Time that elapsed between the time that an agent answered the call and when the call was disconnected or transferred, not including hold 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:
Displays the report by node ID, session ID, and sequence number.
Displays the report by the date and time that the call started.
You can filter the Detailed Call, CSQ, Agent Report by these parameters:
Displays information for the specified called number or numbers.
Displays information for the specified calling number or numbers. Calling number is the same as Originator DN.
Displays information for the specified application name or names.
Displays information for the specified contact type or types: incoming, outgoing, internal, redirect, transfer-in, or outbound preview.
Displays information for the specified originator type or types: agent, device, or unknown.
Displays information for the specified destination type or types: agent, device, or unknown.
Displays Unified CCX calls handled by the specified agent, conference calls in which the specified agent participated, and calls barged by the specified supervisor.
Displays calls with duration greater than or equal to the number of seconds specified by T.
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:
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.
Time that the agent spent in the Email Not Ready state during the interval.
Time that the agent spent in the Email Ready state during the interval.
Time that the agent spent in the Email Processing state during the interval.
Number of emails that the agent retrieved during the period. The route date time determines whether the email falls within the interval.
Number of emails that the agent requeued. The requeue date and time determines whether the email falls within the interval.
Number of emails routed to the agent and transferred by the agent. The transfer date time determines whether the email falls within the interval.
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.
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.
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.
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:
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.
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.
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.
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.
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.
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.
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.
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.
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.
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:
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.
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.
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.
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.
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.
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.
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.
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
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:
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:
The name of the CSQ that routed the email to the agent who resolved the email
The description of the wrap-up data, as entered by the agent
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:
You can filter the Email Resolution Detail Report by any of these parameter:
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:
The number of contacts for this campaign including the contacts that have been deleted from an Outbound IVR campaign.
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.
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.
The daily number of Outbound IVR calls that reached an answering machine.
The daily number of Outbound IVR calls that reached an invalid number.
The daily number of Outbound IVR calls that reached fax or modem.
The number of Outbound IVR calls that received a busy signal.
The number of Outbound IVR calls that failed for one of the following reasons:
The number of Outbound IVR calls that were abandoned by the customer.
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.
NoteThe 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:
Displays the number of calls that ended successfully in ascending order.
Displays calls that the customer abandoned in ascending order.
Displays calls that the system abandoned in ascending order.
You can filter the IVR Outbound Campaign Summary Report by this parameter:
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.
NoteTransferring 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:
1011
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.
Date and time that a call started, and date and time that the call was disconnected or transferred.
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
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.
3. Unknown—Call presented to an outside destination through a gateway or to an unmonitored device.
Login identification of the Outbound IVR dialer, which is equal to 1.
As Destination Type is 3, this field shows the telephone number called.
Number dialed by the Outbound IVR dialer. Can be either a route point number or the dialed telephone number.
Name of the Unified CCX or Unified IP IVR application associated with the route point.
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.
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
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.
You can sort the IVR Outbound CCDR Report by this criterion:
You can filter the IVR Outbound CCDR Report using the following parameter:
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.
NoteThis 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:
Name of the predictive campaign for which the data is recorded.
Lines Per Port value computed depending on the abandoned calls/voice calls.
You can sort the IVR Outbound Half Hourly Report by the following criteria:
Displays the predictive campaign names in alphabetical order.
Displays the start date and time of the half-an-hour intervals.
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:
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: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.
NoteIf 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:
The Preview Outbound Agent Detail Performance Report includes the following information:
The agent first name and last name. The string in parantheses displays the login ID of the agent.
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.
Total number of outbound calls accepted by the agent. A call is considered Accepted if an agent clicks Accept when the call is presented.
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.
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.
Ring-no-answer (RNA). The number of outbound calls that the agent ignores.
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.
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.
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:
Displays the agent names in alphabetical order. Within the same agent name, you can sort the report in alphabetical order by campaign name.
Displays the agent names in alphabetical order. Within the same agent name, you can sort the report in ascending order by calls offered.
Displays the agent names in alphabetical order. Within the same agent name, you can sort the report in ascending order by calls accepted.
Displays the agent names in alphabetical order. Within the same agent name, you can sort the report in ascending order by calls rejected.
Displays the agent names in alphabetical order. Within the same agent name, you can sort the report in ascending order by calls closed.
Displays the agent names in alphabetical order. Within the same agent name, you can sort the report in ascending order by RNA.
Displays the agent names in alphabetical order. Within the same agent name, you can sort the report in ascending order by Transfer.
Displays the agent names in alphabetical order. Within the same agent name, you can sort the report in ascending order by average 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:
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:
The Preview Outbound Campaign Summary Report includes the following information:
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.
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.
The percentage of outbound calls attempted.
The attempted is calculated as follows:
(Attempted/Total Records) x 100
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.
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.
The number of outbound contacts that were closed by agents. The agent selected Skip-Close or Reject-Close. These contacts are not re-dialed.
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.
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.
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.
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.
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.
The number of outbound contacts where the person who answers the phone is not the customer.
The number of outbound contacts where the person who answers the phone indicates that the customer does not live there.
The number of outbound contacts where the person who answers the phone indicates that they do not want to be called.
The number of outbound calls where the response is a busy signal.
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.
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:
Displays the calls that ended successfully in ascending order.
Displays the report in ascending order of calls marked for callback.
Displays the calls for which the customer was not home in ascending order.
Displays the calls that reached wrong numbers in ascending order.
Displays the calls marked as do not call in ascending order.
You can filter the Preview Outbound Campaign Summary Report by this parameter:
Priority Summary Activity Report
The Priority Summary Activity Report shows call information for each call priority.
The Priority Summary Activity Report includes this chart:
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:
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.
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:
Displays the report by the final priority level assigned to each call.
Displays the number of calls according to their final priority level.
You can filter the Priority Summary Activity Report by this parameter:
Remote Monitoring Detail Report
The Remote Monitoring Detail Report shows the agent monitoring activities of supervisors.
The Remote Monitoring Detail Report includes these charts:
Displays the time that the supervisor spent in all monitoring sessions.
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:
Name of the supervisor who monitored the call. A value of –1 indicates that no valid user ID is configured in the workflow.
Name of the CSQ or the Unified CCX extension of the agent that the supervisor originally chose to monitor.
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.
Elapsed time between the start and end time of the monitoring session.
Time from when a supervisor chooses to monitor an agent or a CSQ to when the monitoring starts.
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:
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:
Displays the total number of calls received by the Cisco Unified CCX system for each day in the report range.
For each date, displays the number of calls received in the hour(s) with the most calls.
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:
Total number of calls received by the Cisco Unified CCX system for the day.
Average number of calls received during each hour for the day.
Number of calls received during the peak hour(s). (See the next field.)
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).
Report Footnotes
In some cases, the last page of a report may contain one of the footnotes shown in the following table:
10 DN = directory number11 CTI = computer telephony interface
