Guest

Cisco Unified Contact Center Express

Overview of Historical Reports

 Feedback

Table of Contents

Overview of Historical Reports

Overview of Historical Reports


The Cisco Customer Response Applications (CRA) Historical Reports system provides you with complete and comprehensive information about the call activities of your Cisco CRA 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 55 reports that contain relevant and detailed information. By adding charts, you can create up to 109 separate reports.

Table 1-1 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 CRA Historical Reports User Guide.

Table 1-1   Cisco CRA Historical Reports

Basic Report  Report Types  Charts 

Abandoned Call Detail Activity Report

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

Agent Detail Report

  • Agent Report
  • Resource Group Report
  • Skill Report
  • Total Talk Time, Hold Time, Work Time by Agent

Agent Login Logout Activity Report

  • Agent Report
  • Resource Group Report
  • Skill Report
  • Total Logged-in Time for Each Agent

Agent State Summary Report (by Agent)

  • Agent Report
  • Agent Half-Hourly Report
  • Agent Hourly Report
  • Resource Group Report
  • Resource Group Half-Hourly Report
  • Resource Group Hourly Report
  • Skill Report
  • Skill Half-Hourly Report
  • Skill Hourly Report
  • Time Spent in Agent State by Agent

Agent State Summary Report (by Interval)

  • Agent Report
  • Agent Half-Hourly Report
  • Agent Hourly Report
  • Resource Group Report
  • Resource Group Half-Hourly Report
  • Resource Group Hourly Report
  • Skill Report
  • Skill Half-Hourly Report
  • Skill Hourly Report
  • Time Spent in Agent State by Interval

Agent Summary Report

  • Agent Report
  • Resource Group Report
  • Skill Report
  • Top N Agents Ranked by Call Handle Ratio Report
  • Bottom N Agents Ranked by Call Handle Ratio Report
  • Top N Agents Ranked by Average Hold Time Report
  • Bottom N Agents Ranked by Average Hold Time Report
  • Top N Agents Ranked by Average Talk Time Report
  • Bottom N Agents Ranked by Average Talk Time Report
  • Top N Agents Ranked by Average Work Time Report
  • Bottom N Agents Ranked by Average Work Time Report
  • Top N Agents Ranked by Average Handle Time Report
  • Bottom N Agents Ranked by Average Handle Time Report
  • Call Handle Ratio by Agent
  • Total Calls Handled by Agent
  • Average Talk Time, Hold Time, Work Time by Agent

Call Custom Variables Report

  • Call Custom Variables Report

Called Number Summary Activity Report

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

Contact Service Queue Activity Report

  • Contact Service Queue Activity Report
  • Calls Handled and Calls Abandoned by Contact Service Queue
  • Total Calls by Call Priority and Contact Service Queue

Contact Service Queue Activity Report (by CSQ) Report

  • Contact Service Queue Activity Report (by CSQ) Report
  • Half-Hourly Report
  • Hourly Report
  • Calls Handled, Abandoned and Dequeued by CSQ
  • Total Calls that Met Service Level by CSQ

Contact Service Queue Activity Report (by Interval) Report

  • Contact Service Queue Activity Report (by Interval) Report
  • Half-Hourly Report
  • Hourly Report
  • Calls Handled, Abandoned and Dequeued by Interval
  • Total Calls that Met Service Level by Interval

Contact Service Queue Service Level Report

  • Contact Service Queue Service Level Report (time interval t is user configurable)
  • Percentage of Calls that Met Service Level

Detailed Call by Call CCDR Report

  • Detailed Call by Call CCDR Report
  • Number of Calls by Contact Disposition
  • Number of Calls by Originator Type

IVR Application Performance Analysis Report

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

IVR Traffic Analysis Report

  • IVR Traffic Analysis Report (Daily)
  • Total Incoming Calls by Date
  • Peak Calls by Date
  • Average Call Duration by Date

Priority Summary Activity Report

  • Priority Summary Activity Report
  • Total Calls by Call Priority

Skill Routing Activity Report

  • All Skill Groups Report
  • Selected Skill(s) Logic AND Report
  • Selected Skill(s) Logic OR Report
  • Calls Handled and Calls Abandoned by Skill Groups
  • Total Calls by Call Priority and Skill Group