Contents

• Overview of historical reports

Overview of historical reports

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

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

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

Table 1 Unified CCX historical reports

Basic report	Report types	Charts
Abandoned Call Detail Activity Report	Abandoned Call Detail Activity	Calls Abandoned Each Day by Final Call Priority
Aborted and Rejected Call Detail Report	Both Aborted Calls and Rejected Calls Aborted Calls Only Rejected Calls Only	Total Calls by Contact Disposition
Agent Call Summary Report	All Agents or Selected Agent(s) Selected Resource Group(s) Selected Skill(s) Selected Team(s)	Total Inbound, Outbound Calls by Agent Average Talk, Hold, Work Time for Inbound ACD Average, Maximum Call Time for Outbound Calls
Agent Detail Report	All Agents or Selected Agent(s) Selected Resource Group(s) Selected Skill(s) Selected Team(s) Selected Call Type(s)	Total Talk Time, Hold Time, Work Time by Agent
Agent Login Logout Activity Report	All Agents or Selected Agent(s) Selected Resource Group(s) Selected Skill(s) Selected Team(s)	Total Logged-in Time for Each Agent
Agent Not Ready Reason Code Summary Report	All Agents or Selected Agent(s) All/Selected Agents Half-Hourly All/Selected Agents Hourly Selected Resource Group(s) Selected Resource Group(s) Half-Hourly Selected Resource Group(s) Hourly Selected Skill Selected Skill(s) Half-Hourly Selected Skill(s) Hourly Selected Team(s) Selected Team(s) Half-Hourly Selected Team(s) Hourly Selected Reason Code(s) Selected Reason Code(s) Half-Hourly Selected Reason Code(s) Hourly	Total Not Ready Time by Agent and Reason Code
Agent State Detail Report	All Agents or Selected Agent(s) Selected Resource Group(s) Selected Skill(s) Selected Team(s)	Agent State Duration by Agent
Agent State Summary Report (by Agent)	All Agents or Selected Agent(s) All/Selected Agents Half-Hourly All/Selected Agents Hourly Selected Resource Group(s) Selected Resource Group(s) Half-Hourly Selected Resource Group(s) Hourly Selected Skill(s) Selected Skill(s) Half-Hourly Selected Skill(s) Hourly Selected Team(s) Selected Team(s) Half-Hourly Selected Team(s) Hourly	Time Spent in Agent State by Agent
Agent State Summary Report (by Interval)	All Agents or Selected Agent(s) All/Selected Agents Half-Hourly All/Selected Agents Hourly Selected Resource Group(s) Selected Resource Group(s) Half-Hourly Selected Resource Group(s) Hourly Selected Skill(s) Selected Skill(s) Half-Hourly Selected Skill(s) Hourly Selected Team(s) Selected Team(s) Half-Hourly Selected Team(s) Hourly	Time Spent in Agent State by Interval
Agent Summary Report	All Agents or Selected Agent(s) Selected Resource Group(s) Selected Skill(s) Selected Team(s) Top N Agents Ranked by Call Handle Ratio Bottom N Agents Ranked by Call Handle Ratio Top N Agents Ranked by Average Hold Time Bottom N Agents Ranked by Average Hold Time Top N Agents Ranked by Average Talk Time Bottom N Agents Ranked by Average Talk Time Top N Agents Ranked by Average Work Time Bottom N Agents Ranked by Average Work Time Top N Agents Ranked by Average Handle Time Bottom N Agents Ranked by Average Handle Time	Call Handle Ratio by Agent Total Calls Handled by Agent Average Talk Time, Hold Time, Work Time by Agent
Agent Wrap-Up Data Detail Report	All Agents or Selected Agent(s) Selected Resource Group(s) Selected Skill(s) Selected Team(s)	Total Calls by Agent and Wrap-Up Data
Agent Wrap-Up Data Summary Report	Wrap-Up Data	Total ACD Calls by Wrap-Up Data Average Handle, Talk, Work Time by Wrap-Up Data
Application Performance Analysis Report	Application Performance Analysis	Total Incoming Calls by Application Calls Handled vs. Calls Abandoned by Application Average Call Duration by Application
Application Summary Report	Application Summary	Calls Presented by Application
Call Custom Variables Report	All Selected Original Called Number(s) Selected Called Number(s) Selected Calling Number(s) Selected Application Name(s) Selected Contact Type(s) Selected Originator Type(s) Selected Destination Type(s) Call Duration >= T Seconds Call Duration <= T Seconds Custom Variable 1 Containing Specified String(s) or Substring(s) Custom Variable 2 Containing Specified String(s) or Substring(s) Custom Variable 3 Containing Specified String(s) or Substring(s) Custom Variable 4 Containing Specified String(s) or Substring(s) Custom Variable 5 Containing Specified String(s) or Substring(s) Custom Variable 6 Containing Specified String(s) or Substring(s) Custom Variable 7 Containing Specified String(s) or Substring(s) Custom Variable 8 Containing Specified String(s) or Substring(s)	—
Call Custom Variables Report (continued)	Custom Variable 9 Containing Specified String(s) or Substring(s) Custom Variable 10 Containing Specified String(s) or Substring(s) Any Custom Variable Containing Specified String(s) or Substring(s)
Called Number Summary Activity Report	Called Number Summary Activity	Total Calls by Called Number Average Call Duration by Called Number
Chat Agent Detail Report	All Agents or Selected Agent(s) Selected Resource Group(s) Selected Skill(s) Selected Team(s) Selected Chat Type(s)	Total Active Time, Accept Time by Agent
Chat Agent Summary Report	All Agents or Selected Agent(s) Selected Resource Group(s) Selected Skill(s) Selected Team(s)	Total Presented vs Handled Chats by Agent Average Accept and Active Chat Time for Agents Average Ready, Not Ready Time for Agent
Chat Contact Service Queue Activity Report	All CSQs or Selected CSQ(s)	Max Queue Time for Calls Presented by CSQ Average Handle Time by CSQ
Chat CSQ Agent Summary Report	All CSQs or Selected CSQ(s)	Chats Handled by CSQ and Agent
Chat Traffic Analysis Report	Traffic Analysis	Total Incoming Chats by Date Peak Chats by Date Average Chat Duration by Date
Common Skill Contact Service Queue Activity Report (by Interval)	All CSQs or Selected CSQ(s) Half-Hourly Hourly	Calls Handled and Calls Abandoned by Interval
Contact Service Queue Activity Report	All CSQs or Selected CSQ(s) Resource Group(s) (CSQs configured based on resources) Skill Group(s) (CSQs configured based on skills)	Max Queue Time for Calls Presented by CSQ Average Speed of Answer by CSQ Average Handle Time by CSQ Average Time to Abandon by CSQ Average Time to Dequeue by CSQ
Contact Service Queue Activity Report (by CSQ)	All CSQs or Selected CSQ(s) Half-Hourly Hourly	Calls Handled, Abandoned, and Dequeued by CSQ Total Calls that Met Service Level by CSQ
Contact Service Queue Activity Report (by Interval)	All CSQs or Selected CSQ(s) Half-Hourly Hourly	Calls Handled, Abandoned, and Dequeued by Interval Total Calls that Met Service Level by Interval
Contact Service Queue Call Distribution Summary Report	All CSQs or Selected CSQ(s)	Total Calls Handled by Time Interval and CSQ Total Calls Abandoned by Time Interval and CSQ
Contact Service Queue Priority Summary Report	Contact Service Queue Priority Summary	Total Calls Presented by CSQ and Call Priority
Contact Service Queue Service Level Priority Summary Report	Contact Service Queue Service Level Priority Summary	Total Calls that Met Service Level Percentage of Calls that Met Service Level
CSQ–Agent Summary Report	All CSQs or Selected CSQ(s)	Calls Handled by CSQ and Agent
Detailed Call by Call CCDR Report	All Selected Original Called Number(s) Selected Called Number(s) Selected Calling Number(s) Selected Application Name(s) Selected Contact Type(s) Selected Originator Type(s) Selected Destination Type(s) Call Duration >= T Seconds Call Duration <= T Seconds	Number of Calls by Contact Disposition Number of Calls by Originator Type
Detailed Call, CSQ, Agent Report	All Selected Called Number(s) Selected Calling Number(s) Selected Application Name(s) Selected Contact Type(s) Selected Originator Type(s) Selected Destination Type(s) Call Duration >= T Seconds Call Duration <= T Seconds Selected Agent(s) Selected CSQ(s)	Total Calls by Called Number
Email Agent Activity Report	All Agents or Selected Agent(s)	-
Email Contact Service Queue Activity Report	All CSQs or Selected CSQ(s)	-
Email Contact Service Queue Agent Activity Report	All CSQs or Selected CSQ(s)	-
Email Inbox Traffic Analysis Report	All email addresses or Selected email address(es)	-
Email Response Detail Report	All CSQs or Selected CSQ(s) All Agents or Selected Agent(s)	-
License Utilization Hourly Report	All Agents or Selected Agent(s) All Ports or Selected Ports(s) Hourly	License Utilization Hourly Report Line Chart
Outbound Agent Detail Performance Report	Selected Campaigns All Agents or Selected Agent(s) Selected Resource Group(s) Selected Skill(s) Selected Team(s)	Calls Accepted by Campaign and Agent
Outbound Campaign Summary Report	Campaign Name	Calls Accepted, Rejected, Closed by Campaign
Priority Summary Activity Report	All or Selected Call Priority Level(s)	Total Calls by Call Priority
Remote Monitoring Detail Report	Remote Monitoring Detail	Total Duration by User ID Average Wait Time by User ID
Traffic Analysis Report	Traffic Analysis	Total Incoming Calls by Date Peak Calls by Date Average Call Duration by Date