Cisco Customer Response Applications Historical Reports User Guide (3.0)
Descriptions of Historical Reports

Table of Contents

Descriptions of Historical Reports

Descriptions of Historical Reports

The Cisco Customer Response Applications (CRA) Historical Reports system provides a set of formatted reports that are designed to provide you with information about the operations and activities of your system and the agents using your system. Reports present information in a tabular form and, unless you specify otherwise, include charts that highlight important information.

If you require reports other than the system-formatted reports, you can create custom reports using any generally available third-party report-generation application that is designed to create reports from databases. To create custom reports, refer to the Cisco CRA Database Schema Guide for descriptions of the CRA database tables.

The following sections include these topics:

Overview of Reports

The Cisco CRA Historical Reports system can generate a variety of historical reports. Table 3-1 shows the following information for each report:

  • Report Name—Name of the historical report

  • Application Package—Cisco CRA Application packages for which the report is available

  • Description—Brief description of the content of the report

Each report is described in the "Report Details" section.


Table 3-1: Summary of Historical Reports
Report Name Application Package Description

Abandoned Call Detail Activity Report

  • Historical Reports ICD1 Enhanced

  • Historical Reports ICD Standard

Detailed information about each abandoned call

Agent Detail Report

  • Historical Reports ICD Enhanced

  • Historical Reports ICD Standard

Detailed information about each call received or made by each agent

Agent Login Logout Activity Report

  • Historical Reports ICD Enhanced

  • Historical Reports ICD Standard

Detailed information about the login and logout activities of each agent

Agent State Summary Report (by Agent)2

  • Historical Reports ICD Enhanced

  • Historical Reports ICD Standard

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

Agent State Summary Report (by Interval)2

  • Historical Reports ICD Enhanced

  • Historical Reports ICD Standard

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

Agent Summary Report

  • Historical Reports ICD Enhanced

  • Historical Reports ICD Standard

Summary statistics about the activities of each agent

Call Custom Variables Report2

  • Historical Reports ICD Enhanced

  • Historical Reports ICD Standard

Information about custom variables, if any, that are set by the Set Session Info step in the workflow associated with a call or leg

Called Number Summary Activity Report

  • Historical Reports ICD Enhanced

  • Historical Reports ICD Standard

Summary information for each number dialed by callers

Contact Service Queue Activity Report

  • Historical Reports ICD Enhanced

  • Historical Reports ICD Standard

Summary information about calls to each contact service queue

Contact Service Queue Activity Report (by CSQ)2

  • Historical Reports ICD Enhanced

  • Historical Reports ICD Standard

Information about calls routed to contact service queues and information about service level, grouped by contact service queue

Contact Service Queue Activity Report (by Interval)2

  • Historical Reports ICD Enhanced

  • Historical Reports ICD Standard

Information about calls routed to contact service queues and information about service level, grouped by 30- or 60-minute intervals within the report period

Contact Service Queue Service Level Report

  • Historical Reports ICD Enhanced

  • Historical Reports ICD Standard

Service level information for each call contact service queue

Detailed Call by Call CCDR3 Report

  • Historical Reports ICD Enhanced

  • Historical Reports ICD Standard

Detailed information about each call received by the Cisco CRA system

IVR4 Application Performance Analysis Report

  • IP IVR

Summary information about calls received by each Cisco ICD or IVR application

IVR Traffic Analysis Report

  • IP IVR

Summary information about calls received by each Cisco CRA system during each day in the report range

Priority Summary Activity Report

  • Historical Reports ICD Enhanced

Summary information about the priority levels of each call received

Skill Routing Activity Report

  • Historical Reports ICD Enhanced

Summary information about calls to each contact service queue that is configured based on resource skills

1ICD = Integrated Contact Distribution
2Available with Cisco CRA 3.0(2) and later and available in English only
3CCDR = Contact Call Detail Record
4IVR = Interactive Voice Response


Report Details

This section provides the following information for each 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 each sort criterion that is available for the report. For more information about sorting a report, see the "Detailed Report Settings" section.

  • A table describing each filter parameter, if any, that is available for the report. You can use a filter parameter to limit information that appears in a report. For more information about filtering a report, see the "Detailed Report Settings" section.


  • Note   When a report shows date and time information for an event or an activity, that date and time is the Cisco CRA server date and time.

Abandoned Call Detail Activity Report

The Abandoned Call Detail Activity Report contains information about calls that are abandoned. For ICD calls, a call is abandoned if it is not answered by an agent and the caller hangs up or is disconnected. For 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 IVR call that is processed by different applications), each abandoned leg is displayed in this report.

The Abandoned Call Detail Activity Report can include this chart:

Chart Name Description

Calls Abandoned Each Day by Final Call Priority

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



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

Field Description

Call Start Time

Date and time that this call leg started.

Called Number

Telephone number that the caller dialed.

Call ANI1

Telephone number of the originator of the call. If originated by an agent, the ICD extension of the agent. If originated by a caller other than an agent, the telephone number of the caller.

Initial Call Priority

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

Call Routed CSQ2

Names of up to the first three contact service queues to which the call was queued. Multiple contact service queue names are separated by commas.

Agent Name

Name of the agent, if any, who was presented with the call before the call was abandoned.

Call Skills

Call skills associated with the contact service queue to which the call was routed. Multiple skills are separated by commas.

Final Call Priority

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

Call Abandon Time

Date and time that the call was abandoned.

1ANI = automatic number identification
2CSQ = contact service queue


You can sort the Abandoned Call Detail Activity Report by any of these criteria:

Sort Criterion Result

Call Start Time

Displays the report in order of the date and time that the call started.

Call ANI

Displays the report in order of the telephone number that the caller is calling from.

Call Abandon Time

Displays the report in order of the date and time that the call was abandoned.



Agent Detail Report

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

The Agent Detail Report can include this chart:

Chart Name Description

Total Talk Time, Hold Time, Work Time by Agent

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



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

Field Description

Agent Name

First and last name of the agent.

Extension

Cisco ICD extension that the Cisco CallManager assigned to the agent.

Call Start Time,
Call End Time

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

Duration

Elapsed time between call start time and call end time.

Called Number

Telephone number that the caller dialed.

Call ANI

Telephone number of the originator of the call. If originated by an agent, the ICD extension of the agent. If originated by a caller other than an agent, the telephone number of the caller.

Call Routed CSQ

Contact service queue that handled the call. A call is handled if a caller is connected to an agent while queued for this contact service queue.

First 3 CSQs

Names of up to the first three contact service queues to which the call was queued. Multiple contact service queue names are separated by commas.

Call Skills

Call skills associated with the contact service queue that handled the call. A call is handled if a caller is connected to an agent.

Talk Time

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

Hold Time

For ICD calls only, elapsed time between the first time that an agent put the call on hold and the last time the agent took the call off of hold, not including talk time. Not applicable to non-ICD calls.

Work Time

For ICD calls only, the amount of time that an agent spent in Work State after the call. Not applicable to non-ICD calls.



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

Sort Criterion Result

Agent Name

Displays the report in alphabetical order by the names of agents.

Call Start Time

Displays the report in order of call start times.

Call ANI

Displays the report in order of the telephone number that the caller was calling from.



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

Filter Parameter Result

Resource Group Names

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

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents that possess the specified skills.



Agent Login Logout Activity Report

The Agent Login Logout Activity Report contains detailed information about the login and logout activities of agents.

The Agent Login Logout Activity Report can include this chart:

Chart Name Description

Total Logged-In Time for Each Agent

For each agent, displays the total time logged in to the Cisco ICD system.



The Agent Login Logout Activity Report includes a table that shows the following information for each agent:

Field Description

Agent Name

First and last name of the agent.

Login Time

Date and time that the agent logged in to the Cisco ICD system. If this information is preceded by a left angle bracket (<), the agent logged in before the start time of the data in the report.

Logout Time

Date and time that the agent logged out of the Cisco ICD system. If this information is preceded by a right angle bracket (>), the agent was still logged in at the end time of the data in the report.

Logged-In Duration

Elapsed time between the Login Time and the Logout Time.



You can sort the Agent Login Logout Activity Report by any of these criteria:

Sort Criterion Result

Agent Name

Displays the report in alphabetical order by the names of agents.

Login Time

Displays the report in order of the time that agents logged in to the system.

Logged-in Duration

Displays the report in order of the length of time that agents were logged in to the system.



You can filter the Agent Login Logout Activity Report by any of these parameters:

Filter Parameter Result

Resource Group Names

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

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents that possess the specified skills.



Agent State Summary Report (by Agent)


Note   This report is available in Cisco CRA 3.0(2) and later and is available in English only.

The Agent State Summary Report (by Agent) shows, for each agent specified, the length and percentage of time that the agent spent in each of the following 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 Agent) can show information for each 30-minute or 60-minute interval within the report period. In this case, the report will include a summary line for each agent that shows the length and percentage of time that the agent spent in each of the agent states during the report period.

The information in the Agent State Summary Report (by Agent) is grouped by agent. The Agent State Summary Report (by Interval) displays the same information grouped by interval. For more information, see the "Agent State Summary Report (by Interval)" section.

The Agent State Summary Report (by Agent) can include this chart:

Chart Name Description

Time Spent in Agent State by Agent

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



The Agent State Summary Report (by Agent) includes a table that shows the following information for each agent:

Field Description

Agent Name

First name and last name of the agent.

Extension

Cisco ICD extension that the Cisco CallManager assigned to the agent.

Interval Start Time,
Interval End Time

Beginning date and time 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, the beginning date and time and ending date and time of the report range.

Total Logged-in Time

Total time that the agent was logged in to the Cisco ICD system during the report period.

Not Ready Time

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

Ready Time

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

Reserved Time

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

Talk Time

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

Work Time

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



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

Sort Criterion Result

Agent Name

Displays the report in alphabetical order by the names of agents.



You can filter the Agent State Summary Report (by Agent) by any of these parameters:

Filter Parameter Result

Interval Length

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

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

Sixty (60) minute intervals—Displays information for 60-minute intervals within the report period. The first interval begins at the report start time, the next interval begins 60 minutes after the report start time, and so on.

Resource Group Names

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

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.



Agent State Summary Report (by Interval)


Note   This report is available in Cisco CRA 3.0(2) and later and is available in English only.

The Agent State Summary Report (by Interval) shows, for each agent specified, the length and percentage of time that the agent spent in each of the following 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) can show information for each 30-minute or 60-minute interval within the report period. In this case, the report will include a summary line for each interval that shows the length and percentage of time that all agents spent in each of the agent states during the interval.

The information in the Agent State Summary Report (by Interval) is grouped by 30- or 60-minute intervals within the report period. The Agent State Summary Report (by Agent) displays the same information grouped by agent. For more information, see the "Agent State Summary Report (by Agent)" section.

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

Chart Name Description

Time Spent in Agent State by Interval

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



The Agent State Summary Report (by Interval) includes a table that shows the following information for each agent:

Field Description

Interval Start Time,
Interval End Time

Beginning date and time 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, the beginning date and time and ending date and time of the report range

Agent Name

First name and last name of the agent.

Extension

Cisco ICD extension that the Cisco CallManager assigned to the agent.

Total Logged-in Time

Total time that the agent was logged in to the Cisco ICD system during the report period.

Not Ready Time

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

Ready Time

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

Reserved Time

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

Talk Time

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

Work Time

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



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

Sort Criterion Result

Interval Start Time

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



You can filter the Agent State Summary Report (by Interval) by any of these parameters:

Filter Parameter Result

Interval Length

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

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

Sixty (60) minute intervals—Displays information for 60-minute intervals within the report period. The first interval begins at the report start time, the next interval begins 60 minutes after the report start time, and so on.

Resource Group Names

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

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.



Agent Summary Report

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

The Agent Summary Report can include these charts:

Chart Name Description

Call Handle Ratio by Agent

For each agent, displays the number of calls handled by the agent divided by the number of calls presented to that agent.

Total Calls Handled by Agent

For each agent, displays the total number of calls handled.

Average Talk Time, Hold Time, Work Time by Agent

For each agent, displays the average time spent talking, on hold, and in Work State.



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

Field Description

Agent Name

First name and last name of the agent.

Extension

Cisco ICD extension that the Cisco CallManager assigned to the agent.

Avg Logged-In Time

Total login time of the agent divided by the number of login sessions of the agent.

Calls Handled

Number of calls that have been connected to the agent.

If the agent establishes a conference with another agent, this value increases by 1 for the conferenced agent.

If the agent transfers a call and later receives the call back as a transfer, this value increases by 2.

Calls Presented

Number of calls that have been sent to the agent, whether or not the agent picked up the call.

If a call is connected to an agent, transferred to another agent, and then transferred back to the original agent, the value for the original agent increases by 2 (once for each time the call was presented).

Handle Ratio

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

Handle Time—Avg

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

Handle Time—Max

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

Talk Time—Avg

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

Talk Time—Max

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

Hold Time—Avg

Average hold time for all calls that the agent handled. Hold time is the elapsed time between the time that an agent first puts a call on hold and when the agent last takes the call off of hold, not including talk time.

Hold Time—Max

Longest hold time of any one call that the agent handled. Hold time is the elapsed time between the time that an agent first puts a call on hold and when the agent last takes the call off of hold, not including talk time.

Work Time—Avg

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

Work Time—Max

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

Idle Time—Avg

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

Idle Time—Max

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



You can sort the Agent Summary Report by any of these criteria:

Sort Criterion Result

Agent Name

Displays the report in alphabetical order by the names of agents.

Avg Logged-In Time

Displays the report in order of the average time that agents were logged in to the system.

Total Calls Presented

Displays the report in order of the number of calls presented to agents.

Total Calls Handled

Displays the report in order of the number of calls handled by agents.



You can filter the Agent Summary Report by any of the following parameters. For the Top N and the Bottom N parameters, you 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 will show the three agents with the largest ratios. If more than n agents, where n is the number that you specify, tie for the largest or the smallest values, the report shows the first n agents in alphabetical order.

Filter Parameter Result

Resource Group Names

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

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

Top N Calls Handled/Presented Ratio

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

Bottom N Calls Handled/Presented Ratio

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

Top N Avg Hold Time

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

Bottom N Avg Hold Time

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

Top N Avg Talk Time

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

Bottom N Avg Talk Time

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

Top N Avg Work Time

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

Bottom N Avg Work Time

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

Top N Avg Handle Time

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

Bottom N Avg Handle Time

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



Call Custom Variables Report


Note   This report is available in Cisco CRA 3.0(2) and later and is available in English only.

The Call Custom Variables Report shows information about any custom variables that are set by the Set Session Info step in the workflow that the Cisco ICD or IVR application associated with this call or this leg invoked.

The Call Custom Variables Report includes a table that shows the following information:

Field Description

Session ID - Sequence No.

Session ID is the unique session identification number that the system assigned to a call. Sequence No. is the session sequence number that the system assigned to each call leg. The session sequence number increases by 1 for each leg of a call.

Start Time,
End Time

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

Contact Disposition

Disposition of a call (abandoned or handled).

For an ICD call, the 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 IVR call, the 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.

Agent Name

For an ICD call, the name of the agent who handled this call.

Application Name

Name of the ICD or IVR application associated with the route point.

Custom Variable 1

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

Custom Variable 2

The contents of the variable _ccdrVar2, if this variable is set by the Set Session Info step in the workflow that the Cisco ICD or IVR application associated with this call or this leg invoked.

Custom Variable 3

The contents of the variable _ccdrVar3, if this variable is set by the Set Session Info step in the workflow that the Cisco ICD or IVR application associated with this call or this leg invoked.

Custom Variable 4

The contents of the variable _ccdrVar4, if this variable is set by the Set Session Info step in the workflow that the Cisco ICD or IVR application associated with this call or this leg invoked.

Custom Variable 5

The contents of the variable _ccdrVar5, if this variable is set by the Set Session Info step in the workflow that the Cisco ICD or IVR application associated with this call or this leg invoked.



You can sort the Call Custom Variables Report by either of these criteria:

Sort Criterion Result

Session ID

Displays the report in order of the unique session identification number that the system assigned to a call.

Call Start Time

Displays the report in order of call start times.



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 Cisco ICD and IVR applications and for calls to agents.

The Called Number Summary Activity Report can include these charts:

Chart Name Description

Total Calls by Called Number

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

Average Call Duration by Called Number

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



The Called Number Summary Activity Report includes a table that shows the following information for each number called:

Field Description

Called Number

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

Call Type

Call to an application or call to an agent.

Total Calls

Total number of calls to each number.

Avg Calls

Average number of calls per day.

Avg Call Duration

Average duration of calls to each number.



You can sort the Called Number Summary Activity Report by any of these criteria:

Sort Criterion Result

Called Number

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

Total Calls

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

Avg Call Duration

Displays the report in order of the average duration of calls to each number.



Contact Service Queue Activity Report

The Contact Service Queue Activity Report shows a summary of the activities of contact service queues.

The Contact Service Queue Activity Report can include these charts:

Chart Name Description

Calls Handled and Calls Abandoned by Contact Service Queues

For each contact service queue, displays the number of calls handled by an agent in that contact service queue, and the number of calls abandoned while queued for that contact service queue.

Total Calls by Call Priority and Resource Group

Displays the total number of calls of each priority that were presented to each contact service queue.



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

Field Description

CSQ Name

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

Calls Presented

Number of calls that were routed to the contact service queue, whether or not an agent picked up the call.

Wait Time—Avg

Average wait time for calls routed to the contact service queue. Wait time is the time that elapsed between the time a call entered the queue and the time the call was answered by an agent or was disconnected.

Wait Time—Max

Longest wait time for any one call routed to the contact service queue. Wait time is the time that elapsed between the time a call entered the queue and the time the call was answered by an agent or was disconnected.

Calls Handled

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

Handle Time—Avg

Average handle time for all calls that the contact service queue handled. Handle time is talk time + hold time + work time.

Handle Time—Max

Longest handle time of any one call that the contact service queue handled. Handle time is talk time + hold time + work time.

Calls Abandoned—
Total

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

Calls Abandoned—
Avg

Average number of calls per day that were abandoned while queued for each contact service queue.

Calls Abandoned—
Max

Largest number of calls in a day that were abandoned while queued for each contact service queue.

Calls Abandoned—
AW

Average wait time for abandoned calls.

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

Total number of calls, by priority, that were routed to each contact service queue, and the average number of calls per day, by priority, that were presented to each contact service queue.



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

Sort Criterion Result

Contact Service Queue

Displays the report in order of the name of the contact service queue.

Total Calls Presented

Displays the report in order of the number of calls that were routed to the contact service queue, whether or not an agent picked up the call.

Total Calls Handled

Displays the report in order of the number of calls that were handled by the contact service queue.

Total Calls Abandoned

Displays the report in order of the number of calls that were routed to the contact service queue but were not answered because the caller hung up or was disconnected.



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

Filter Parameter Result

Contact Service Queue

Displays information for the specified contact service queues.



Contact Service Queue Activity Report (by CSQ)


Note   This report is available in Cisco CRA 3.0(2) and later and is available in English only.

The Contact Service Queue Activity Report (by CSQ) shows information about service levels, and about the number and percentage of calls presented, handled, abandoned, and dequeued. This report can show information for each 30-minute or 60-minute interval within the report period. In this case, the report will include a summary of information for each contact service queue.

The information in the Contact Service Queue Activity Report (by CSQ) is grouped by contact service queue. The Contact Service Queue Activity Report (by Interval) displays the same information grouped by interval. For more information, see the "Contact Service Queue Activity Report (by Interval)" section.

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

Chart Name Description

Calls Handled, Abandoned, and Dequeued by CSQ

For each contact service queue, displays the number of calls handled, abandoned, and dequeued. A call is considered to be handled when an agent picks up the call. A call is considered to be abandoned if the call disconnects before connecting to an agent. A call is considered to be dequeued from a particular contact service queue if the call is handled by an agent in another contact service queue. This situation can occur when a call is queued for more than one contact service queue.

Total Calls that Met Service Level by CSQ

For each contact service queue, displays the total number of calls handled and the number of calls handled within the time entered in the Service Level field when the contact service queue was set up in Cisco CRA Administration.



The Contact Service Queue Activity Report (by CSQ) includes a table that shows the following information for each contact service queue:

Field Description

CSQ Name
(Call Skills)

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

Interval Start Time,
Interval End Time

Beginning date and time 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, the beginning date and time and ending date and time of the report range.

Service Level (sec)

Value entered in the Service Level field when the contact service queue was set up in Cisco CRA Administration.

Calls Hand < SL

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

Calls Aband < SL

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

Percentage of Service Level Met— Only Handled

Percentage of handled calls that were handled within the time shown in the Service Level field. A call is considered to be 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) * 100%

Percentage of Service Level Met— Without Abandon

Percentage of presented calls, not counting abandoned calls, that were 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)) * 100%

Percentage of Service Level Met— Positive Abandon

Percentage of presented calls that were 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 service level + Number of calls abandoned within service level) / Number of calls presented) * 100%

Percentage of Service Level Met— Negative Abandon

Percentage of presented calls that were handled 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 not met that service level. This value is calculated as follows:

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

Calls Presented

Number of calls that were routed to the contact service queue, whether or not an agent picked up the call.

Calls Handled

Number and percentage of calls handled by the contact service queue. A call is considered to be handled when an agent picks up the call. The percentage of calls handled is the number of calls handled divided by the number of calls presented.

Calls Abandoned

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

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

Calls Dequeued

Number and percentage of calls that were dequeued. A call is considered to be dequeued from a particular contact service queue if the call is handled by an agent in another contact service queue. This situation can occur when a call is queued for more than one contact service queue. The percentage is calculated as follows:

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



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

Sort Criterion Result

CSQ Name

Displays the report in alphabetical order by the names of contact service queues.



You can filter the Contact Service Queue Activity Report (by CSQ) by any of these parameters:

Filter Parameter Result

Interval Length

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

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

Sixty (60) minute intervals—Displays information for 60-minute intervals within the report period. The first interval begins at the report start time, the next interval begins 60 minutes after the report start time, and so on.

CSQ Name

Displays information for the contact service queues selected.



Contact Service Queue Activity Report (by Interval)


Note   This report is available in Cisco CRA 3.0(2) and later and is available in English only.

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

The information in the Contact Service Queue Activity Report (by Interval) is grouped by interval. The Contact Service Queue Activity Report (by CSQ) displays the same information grouped by contact service queue. For more information, see the "Contact Service Queue Activity Report (by CSQ)" section.

The Contact Service Queue Activity Report (by Interval) can include this chart:

Chart Name Description

Calls Handled, Abandoned, and Dequeued by Interval

For each time interval, displays the number of calls handled, abandoned, and dequeued. A call is considered to be handled when an agent picks up the call. A call is considered to be abandoned if the call disconnects before connecting to an agent. A call is considered to be dequeued from a particular contact service queue if the call is handled by an agent in another contact service queue. This situation can occur when a call is queued for more than one contact service queue.



The Contact Service Queue Activity Report (by Interval) includes a table that shows the following information for each contact service queue:

Field Description

Interval Start Time,
Interval End Time

Beginning date and time 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, the beginning date and time and ending date and time of the report range.

CSQ Name
(Call Skills)

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

Service Level (sec)

Value entered in the Service Level field when the contact service queue was set up in Cisco CRA Administration.

Calls Hand < SL

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

Calls Aband < SL

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

Percentage of Service Level Met— Only Handled

Percentage of handled calls that were handled within the time shown in the Service Level field. A call is considered to be 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) * 100%

Percentage of Service Level Met— Without Abandon

Percentage of presented calls, not counting abandoned calls, that were 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)) * 100%

Percentage of Service Level Met— Positive Abandon

Percentage of presented calls that were 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 service level + Number of calls abandoned within service level) / Number of calls presented) * 100%

Percentage of Service Level Met— Negative Abandon

Percentage of presented calls that were handled 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 not met that service level. This value is calculated as follows:

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

Calls Presented

Number of calls that were routed to the contact service queue, whether or not an agent picked up the call.

Calls Handled

Number and percentage of calls handled by the contact service queue. A call is considered to be handled when an agent picks up the call. The percentage of calls handled is the number of calls handled divided by the number of calls presented.

Calls Abandoned

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

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

Calls Dequeued

Number and percentage of calls that were dequeued. A call is considered to be dequeued from a particular contact service queue if the call is handled by an agent in another contact service queue. This situation can occur when a call is queued for more than one contact service queue. 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 Interval) by this criterion:

Sort Criterion Result

Interval Start Time

Displays the report in order of the start times of the 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 any of these parameters:

Filter Parameter Result

Interval Length

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

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

Sixty (60) minute intervals—Displays information for 60-minute intervals within the report period. The first interval begins at the report start time, the next interval begins 60 minutes after the report start time, and so on.

CSQ Name

Displays information for the contact service queues selected.



Contact Service Queue Service Level Report

The Contact Service Queue Service Level Report shows information about the service level provided to calls handled by each contact service queue.

The Contact Service Queue Service Level Report can include this chart:

Chart Name Description

Percentage of Calls that Met Service Level

For each contact service queue, displays the percentage of the handled calls that were answered within the number of seconds specified in the Service Level field when the contact service queue was set up in Cisco CRA Administration.



The Contact Service Queue Service Level Report includes a table that shows the following information for each contact service queue:

Field Description

Contact Service Queue Name

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

Calls Handled

Number of calls handled by the contact service queue, and percentage of calls handled by the contact service queue. A call is considered to be handled when an agent picks up the call. The percentage of calls handled is the number of calls handled divided by the number of calls presented.

Avg Wait

Average wait time for calls handled by this contact service queue. Wait time is the time that elapsed between the time a call entered this contact service queue and the time the call was answered by an agent.

Max Wait

Longest wait time for any one call handled by this contact service queue. Wait time is the time that elapsed between the time a call entered this contact service queue and the time the call was answered by an agent.

Avg Speed to Answer

Average time that elapsed between the time a call rang at an agent extension and the agent picked up the call.

Service Level

Value entered in the Service Level field when the contact service queue was set up in Cisco CRA Administration.

Met Service Level

Number and percentage of handled calls that were answered within the time shown in the Service Level field.

Pri. 1 through Pri. 10

Number and percentage of handled calls with each priority level that were answered within the time shown in the Service Level field.

<=n sec

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

(n + 1) through (2n) sec

Time interval showing the number and percentage of handled calls with a queue time that is between n + 1 seconds and 2n seconds. You can specify the value for n in the Filter Parameter field in the Report Detail area. The default value for n is 15 seconds, and in this case, this field shows as 16 - 30 seconds.

(2n + 1) through (3n) sec

Time interval showing the number and percentage of handled calls with a queue time that is between 2n + 1 seconds and 3n seconds. You can specify the value for n in the Filter Parameter field in the Report Detail area. The default value for n is 15 seconds, and in this case, this field shows as 31 - 45 seconds.

>3n sec

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



You can sort the Contact Service Queue Service Level Report by any of these criteria:

Sort Criterion Result

Contact Service Queue

Displays the report in order of the names of contact service queues.

Average Speed to Answer

Displays the report in the order of the average time that elapsed between the time a call rang at an agent extension and the agent picked up the call.

Percentage of Calls that Met Service Level

Displays the report in order of the percentage of handled calls that were answered within the time shown in the Service Level field.



You can filter the Contact Service Queue Service Level Report by either of these parameters:

Filter Parameter Result

Contact Service Queue Names

Displays information for the specified contact service queues.

Time Interval for Service Level Metric

Lets you specify the number of seconds, n, that the report uses for the four time interval fields.



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 Cisco CRA db_cra_ccdr database. This report also includes information from the contact routing detail record and the agent connection detail record, which are stored in the Cisco db_cra database. The information in this report is for each leg of a call. (A call transfer initiates a new leg.)

The Detailed Call by Call CCDR Report can include these charts:

Chart Name Description

Number of Calls by Contact Disposition

Displays the percentage of calls that were handled and percentage of calls that were abandoned.

Number of Calls by Originator Type

Displays the percentage of calls that were originated by an agent, percentage of calls that were originated by a device (for example, a test call), and percentage of calls with an unknown origin (for example, calls received through a gateway).



The Detailed Call by Call CCDR Report includes a table that shows the following information:

Field Description

Session ID - Sequence No.

Session ID is the unique session identification number that the system assigned to a call. Sequence No. is the session sequence number that the system assigned to each call leg. The session sequence number increases by 1 for each leg of a call.

Start Time,
End Time

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

Contact Type

Contact type of a call (incoming, outgoing, or internal).

Contact Disposition

Disposition of a call (abandoned or handled).

For an ICD call, the 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 IVR call, the 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.

Originator Type

Originator of the call:

1—Agent. Call originated by an agent.

2—Device. Call originated by a simulated caller. (Used for testing.)

3—Unknown. Call originated by an outside caller through a gateway or by an unknown device.

Originator ID

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

Originator DN1

If Originator Type is 1, this field shows the ICD extension of the agent. If Originator Type is 2, this field shows the CTI2 port number. If Originator Type is 3, this field shows the telephone number of the caller.

Destination Type

Destination of the call:

1—Agent. Call presented to an agent.

2—Device. Call presented to a route point.

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

Destination ID

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

Destination DN

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

Called Number

If the call was a transfer, the number that the call was transferred to. In other cases, this information is the same as the Original Called Number.

Original Called No.

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

Application Name

Name of the Cisco ICD or IVR application associated with the route point.

Queue Time

Time that elapsed between the time a call entered the contact service queue and the time the call was answered by an agent or disconnected.

Talk Time

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

Hold Time

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.

Work Time

Amount of time that an agent spent in Work State after the call.

1DN = directory number
2CTI = computer telephony interface


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

Sort Criterion Result

Session ID

Displays the report in order of the unique session identification number that the system assigned to a call.

Call Start Time

Displays the report in order of the date and time that the call started.

Called Number

Displays the report in order of the number called.



IVR Application Performance Analysis Report

The IVR Application Performance Analysis Report shows information about calls received by each Cisco ICD or IVR application.

The IVR Application Performance Analysis Report can include these charts:

Chart Name Description

Total Incoming Calls by Application

Displays the total number of calls that each application received.

Calls Handled vs. Calls Abandoned by Application

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

Average Call Duration by Application

Displays the average length of calls that each application received.



The IVR Application Performance Analysis Report includes a table that shows the following information for each Cisco ICD or IVR application:

Field Description

Application ID

Identification number that the Cisco CRA system assigned to the application.

Application Name

Name of the Cisco ICD or IVR application.

Total Incoming Calls

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

Calls Handled

Number of calls handled by the application. A call is handled when it reaches the workflow step that defines the call as handled.

Calls Abandoned

Number of calls abandoned while in the application. A call is abandoned if it does not reach the workflow step that defines the call as handled.

Abandon Rate

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

Avg Call Duration

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



You can sort the IVR Application Analysis Performance Report by any of these criteria:

Sort Criterion Result

Application ID

Displays the report in order of the identification number that the system assigned to each application.

Total Incoming Calls

Displays the report in order of the number of calls that were received by each application.

Call Abandon Rate

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



IVR Traffic Analysis Report

The IVR Traffic Analysis Report shows information about incoming calls to the Cisco CRA system.

The IVR Traffic Analysis Report can include these charts:

Chart Name Description

Total Incoming Calls by Date

Displays the total number of calls received by the Cisco CRA system for each day in the report range.

Peak Calls by Date

For each date, displays the number of calls received in the hour with the most calls.

Average Call Duration by Date

Displays the average length of calls for each day in the report range.



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

Field Description

Date

Date for which information is provided.

Total Incoming Calls

Total number of calls received by the Cisco CRA system.

Avg Calls

Average number of calls received during each hour.

Peak Calls

Number of calls received during the peak hour. (See the next field.)

Peak Hour Start,
Peak Hour End

Start and end time of the hour during which the largest number of calls were received. This hour is defined as the peak hour.

Avg Call Duration

Average call length.

Min Call Duration

Length of the shortest call.

Max Call Duration

Length of the longest call.



You can sort the IVR Traffic Analysis Report by this criterion:

Sort Criterion Result

Date

Displays the report in order of the date for which information is provided.



Priority Summary Activity Report

The Priority Summary Activity Report shows information about the call priorities of calls received.

The Priority Summary Activity Report can include this chart:

Chart Name Description

Total Calls by Call Priority

For each priority level that was assigned, displays the percentage of calls that received that priority.



The Priority Summary Activity Report includes a table that shows the following information:

Field Description

Call Priority

Final priority level assigned to each call, from 1 (lowest) to 10 (highest).

Total Calls

Number of calls that were assigned a particular priority level as their final priority level.

Avg Calls

For each day in the report period, the 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 priority level other than the priority that was assigned 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 priority level other than the priority that was assigned when the call was received.

Maximum Difference Between Original and Final Priorities Experienced by All Calls

Largest difference between a priority level assigned to any one call when it was received and the priority level the call had when it 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 the call had when it ended.



You can sort the Priority Summary Activity Report by either of these criteria:

Sort Criterion Result

Call Priority

Displays the report in order of the final priority level assigned to each call.

Total Calls

Displays the report in order of the number of calls that were assigned a particular priority level as their final priority level.



You can filter the Priority Summary Activity Report by this parameter:

Filter Parameter Result

Call Priority Levels

Displays information for the calls that were assigned the specified priority level as their final priority level. Priority levels range from 1 (lowest) to 10 (highest).



Skill Routing Activity Report

The Skill Routing Activity Report shows call activities for each skill group.
A skill group is a contact service queue (CSQ) that is configured based upon resource skills.

The Skill Routing Activity Report can include these charts:

Chart Name Description

Calls Handled and Calls Abandoned by Skill Groups

For each skill group, displays the number of calls handled by that skill group, and the number of calls abandoned while queued for that skill group.

Total Calls by Call Priority and Skill Group

For each skill group, displays the total number of calls of each priority that were routed to the skill group.



The Skill Routing Activity Report includes a table that shows the following information for each skill group:

Field Description

Skill Group

Name of the skill group and skills belonging to that skill group. Multiple skills are separated by commas.

Calls Presented

Number of calls that were routed to the skill group, whether or not an agent picked up the call.

Wait Time—Avg

Average wait time for calls routed to this skill group. Wait time is the time that elapsed between the time a call entered this queue and the time the call was answered by an agent or was disconnected.

Max Wait Time—Max

Longest wait time for any one call routed to this skill group. Wait time is the time that elapsed between the time a call entered this queue and the time the call was answered by an agent or was disconnected.

Calls Handled

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

Handle Time—Avg

Average handle time for all calls that the skill group handled. Handle time is talk time + hold time + work time.

Handle Time—Max

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

Calls Abandoned— Total

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

Calls Abandoned— Avg

Average number of calls per day that were abandoned while queued for each skill group.

Calls Abandoned— Max

Largest number of calls in a day that were abandoned while queued for each skill group.

Calls Abandoned—
AW

Average wait time for abandoned calls.

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

Total number of calls, by priority, that were routed to each skill group, and the average number of calls per day, by priority, that were routed to each skill group.



You can sort the Skill Routing Activity Report by any of these criteria:

Sort Criterion Result

Skill Group

Displays the report in order of the name of the skill group.

Total Calls Presented

Displays the report in order of the number of calls that were routed to the skill group, whether or not an agent picked up the call.

Total Calls Handled

Displays the report in order of the number of calls that were handled by the skill group.

Total Calls Abandoned

Displays the report in order of the number of calls that were routed to the skill group but were not answered because the caller hung up or was disconnected.



You can filter the Skill Routing Activity Report by this parameter:

Filter Parameter Result

Skill Names

Displays information for skill groups that have the specified skills. If you specify more than one skill, you can choose the operator AND or OR. If you choose AND, the report will display information for the skill groups that include all the skills that you specified. If you choose OR, the report will display information for the skill groups that include any of the skills that you specified.