Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1)
Bias-Free Language
The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
- Updated:
- January 20, 2014
Chapter: Unified CCX Chat supervisor reports
Unified CCX Chat supervisor reports
Each Unified CCX Chat Supervisor report provides a description of the report and a table explaining the information that is displayed in the report.
Agent Summary Report
The Agent Summary Report contains a summary of the activities of agents.
Table 1 shows how the information in the Agent Summary Report is obtained or calculated.
| Name of the chat CSQ. This information is displayed only if the agent is in Busy state. |
|
| Longest time the agent spent with a contact. Includes chat and work durations. |
|
CSQ Detail Report
Table 1 shows how the information in the CSQ Detail Report is obtained or calculated.
| Name of the chat CSQ. This information is displayed only if the agent is in Busy state. |
|
CSQ Summary Report
The CSQ Summary Report provides a summary line for each CSQ.
Table 1 shows how the information in the CSQ Summary Report is obtained or calculated.
Feedback