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.
The Chat Agent Detail Report presents information about each chat contact that is handled by the chat agent.
The following chart is available:
Displays the active time and accept time that an agent spends on all the chat contacts. |
The report includes a table that displays the following information:
You can filter using any one of the following parameters:
Displays information for the agents who possess the specified skills. |
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Displays information for the agents who belong to the specified teams. |
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None
The Chat Agent Summary Report presents a summary of the activities of chat agents, including chat and agent state activities.
The following charts are available:
The report includes a table that displays the following information:
Description |
|
---|---|
Agent ID |
Login ID of the agent. |
You can filter using any one of the following parameters:
Displays information for the agents who possess the specified skills. |
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Displays information for the agents who belong to the specified teams. |
None
The Chat CSQ Activity Report presents a summary of presented, handled, and abandoned chats for each Contact Service Queue (CSQ). It also displays the average and maximum time for chats that are handled and queued.
The following charts are available:
Displays the average handle time for chats that are handled in a CSQ. |
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The report includes a table that displays the following information:
You can filter using the following parameter:
None
The Chat CSQ Agent Summary Report presents information about the chats that are handled in a Contact Service Queue (CSQ) by a chat agent. An agent can handle chat contacts for multiple CSQs. The report includes the average chat time, average accept time for handled chats, number of received chats, number of handled chats, and number of unanswered chats for each agent.
The following chart is available:
Displays the number of chats handled by each agent for a CSQ. |
The report includes a table that displays the following information:
You can filter using the following parameter:
Filter parameter |
Result |
---|---|
CSQ Names |
Displays information for the specified CSQs. |
None
The Chat Traffic Analysis Report presents information about incoming chat contacts to the Unified CCX system. The information is presented for each day, and includes information about the peak hour for that day.
The following charts are available:
Displays the hour that received the highest number of chats in a day. |
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Displays the number of chats that are received by Unified CCX for a day. |
The report includes a table that displays the following information:
None
None
The Email Agent Activity Report presents email statistics of the email-enabled agents for a day.
The following charts are available:
Email Agent Activity by Email |
Displays the email statistics of an agent. |
The report includes a table that displays the following information:
You can filter using the following parameters:
Filter Parameter |
Result |
---|---|
Time Offset |
Displays the list of time zones. Select the one matching your timezone. If multiple values are selected, the first one takes effect. |
Agent Name |
Displays information for the specified agents. |
Data is grouped by the following fields:
Field |
Result |
---|---|
Agent Name |
Sorts data by agent name. |
Login Date |
Groups information by login date. |
The Email Contact Detail Report presents information about each email contact that is handled by the agent.
None
The report includes a table that displays the following information:
Field |
Description |
---|---|
Contact ID |
Unique social contact ID that identifies the email contact. |
Sequence No |
Number that the system assigns to each contact leg. The sequence number starts with 0 and increases by 1 for each leg of a contact, such as requeue. |
CSQ Name |
Name of the Contact Service Queue (CSQ) that routed the email contact to the agent. |
Agent Name |
First name and last name of the agent who responded to the email message. |
Received |
Date and time that the contact center received the email contact. There might be a mismatch in the presented timestamp of the email received from the end user. This might be due to a different time zone or a different time configured in the exchange server from where the email was sent. |
Retrieved |
Date and time that the agent retrieved the email contact. |
Replied |
Date and time that the agent responded to the email message. |
Discarded |
Date and time that the agent discarded the email message. |
From |
Email address of the customer who sent the email message. |
Reply-To |
Email address of the customer to whom the response is sent. |
To |
Email address of the contact center to which the email message was sent. |
Subject |
Subject line of the received email message. |
Contact Type |
Contact type of the email contact. |
Contact Disposition |
Disposition of the email contact. The contact disposition for the system aborted emails will also be 4. These emails will not be considered as agent discarded emails. |
You can filter using any one of the following parameters:
CSQ Name |
Displays information for the specified CSQs. |
Agent Name |
Displays information for the specified agents. |
Subject |
Displays information for the specified subject or part of the subject. This parameter is case sensitive. |
None
The Email CSQ Activity Report presents email activity statistics of agents in a Contact Service Queue (CSQ) for each day.
Note | Due to system errors, few of the emails presented to the agent may not display the contents in it. In such cases, agent has to close the email tab. These contacts are not accounted for the agent, and there will be a mismatch between the Retrieved, Sent, Requeued, and Discarded columns in the report. |
The following charts are available:
Displays the number of email messages that are handled in a category by the agents. |
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Email CSQ Agent Activity by CSQ |
Displays the number of email messages that are handled in a category by the CSQs. |
Email CSQ Agent Activity by Date |
Displays the number of email messages that are handled in a category for a day. |
Name of the CSQ through which the email messages are routed. |
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Date of each day in the interval. |
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Name of the agent to whom the email messages are routed. |
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Number of email messages that are routed through the CSQ to the agent and then retrieved by the agent. The retrieved date time determines whether the email message falls within the interval. Summary info—Sum of the records in this column. |
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Number of email messages that are requeued to the agent. The requeue date and time determines whether the email message falls within the interval. Summary info—Sum of the records in this column. |
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Number of response email messages that the agent sent. The send date and time determines whether the email message falls within the interval. Summary info—Sum of the records in this column. |
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Discarded |
Number of email messages that the agent discarded. The discarded date and time determines whether the email message falls within the interval. Summary info—Sum of the records in this column. |
Average on-desk time = On-desk time / Number of emails sent, requeued and discarded. On-desk time = Time the agent processed the email - Time the agent received the email. (This includes the emails sent, requeued and discarded by the agent.) |
You can filter using the following parameters:
Filter Parameter |
Result |
---|---|
Time Offset |
Displays the list of time zones. Select the one matching your timezone. If multiple values are selected, the first one takes effect. |
CSQ Names |
Displays information for the specified CSQs. |
Data is grouped by the following fields:
Field |
Result |
---|---|
CSQ Name |
Sorts data by CSQ name. |
Date |
Sorts data by the dates within the CSQ. |
The Email Traffic Analysis Report gives the count of email messages received for the specified date or date range.
The following charts are available:
Email Inbox Traffic Analysis by Date Chart |
Displays the number of email messages received for the specified date or date range. |
Email Inbox Traffic Analysis by Email Address Chart |
Displays the number of email messages received by an email address. |
The report includes a table that displays the following information:
Field |
Description |
---|---|
Email Address |
Email address to which the email messages are addressed. |
Received Date |
Date on which the email was received. |
Email Count |
Number of email messages that are received by an email address for the specified date or date range. Summary info—Sum of the records in this column. This gives the count of email messages that are received for each Contact Service Queue. |
You can filter using the following parameter:
Time Offset |
Displays the list of time zones. Select your time zone. If you select multiple values, the first selected value takes effect. |
Email Addresses |
Displays list of valid email addresses. |
Data is grouped by the following field:
Filter parameter |
Result |
---|---|
Email Address |
Groups data by email address. |
Date |
Displays information by date. |
The Abandoned Call Detail Activity Report presents information about calls that are abandoned.
The following chart is available:
Chart name |
Description |
---|---|
Calls Abandoned Each Day by Final Call Priority |
Displays the number of abandoned calls and the final priority of these calls in a day. |
The report includes a table that displays the following information:
Field |
Description |
---|---|
Call Start Time |
Date and time the call leg starts. |
Called Number |
Telephone number that the caller dials. |
Call ANI |
Originator's telephone number. (ANI = Automatic Number Identification) |
Initial Call Priority |
Priority that is assigned to the call by Unified CCX workflow when the call is received.
|
Call Routed CSQ |
Contact Service Queue (CSQ) to which the call is queued. |
Agent Name |
Agent who is presented with the call before it is abandoned. |
Call Skills |
Skills that are associated with the CSQ to which the call is routed. |
Final Call Priority |
Priority of the call when it is abandoned. |
Call Abandon Time |
Date and time the call is abandoned. |
Time to Abandon |
Elapsed time between the time the call comes to the system and the time it is abandoned. Summary info—Average abandon time of all calls. |
Filter parameter |
Result |
---|---|
Agent Names |
Displays information for the specified agents. |
None
The Aborted Rejected Call Detail Report presents information about each call that is aborted or rejected by the system.
The following chart is available:
Chart name |
Description |
---|---|
Total Calls by Contact Disposition |
Displays the number of calls that are aborted and rejected. |
The report includes a table that displays the following information:
Field |
Description |
---|---|
Node ID - Session ID - Sequence No |
Node ID is the unique numeric ID, which starts from 1, that the system assigns to each Unified CCX server in the cluster. Session ID is the unique session ID that the system assigns to a call. Session sequence number is the number that the system assigns to each call leg. The session sequence number increases by 1 for each leg of a call. Together, these three values uniquely identify an Automatic Call Distribution (ACD) call that is processed by the system. |
Call Start Time |
Date and time the call starts. |
Call End Time |
Date and time the call was disconnected, transferred, or redirected. |
Contact Type |
Contact type of a call. |
Contact Disposition |
Disposition of the call. |
Abort/Reject Reason |
Reason the call is aborted or rejected. |
Originator DN (Directory Number) |
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Destination DN |
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Called Number |
Number that is originally dialed by the caller. If the call is a transfer, the number that the call is transferred to is displayed. |
Original Called Number |
Number that is originally dialed by the caller—either a route point number or an agent extension. |
Application Name |
Unified CCX or Unified IP IVR application that is associated with the route point. |
Call Routed CSQ |
Contact Service Queue (CSQ) to which the call is routed. This field is blank if the call is aborted or rejected before being routed to a CSQ. |
You can filter using the following parameter:
Filter parameter |
Result |
---|---|
Contact Disposition |
Displays information for the specified contact disposition. |
None
The Agent All Fields Report presents a historical view of the activity of selected agents, showing each agent's call summary details and agent state times. This report combines the fields that are displayed in other agent related reports.
The following charts are available:
Chart name |
Description |
---|---|
Agent All Fields Report - Call Summary Chart |
Displays the call summary details such as Calls presented, calls handled and calls abandoned by agent. |
Agent All Fields Report - State Summary Chart |
Displays the total time spent by agents on different states. |
The report includes a table that displays the following information:
Agent Name |
First name and last name of the agent. |
Agent_ID |
Login ID of the agent. |
Agent Extension |
Last active Unified CCX extension that Unified Communications Manager assigned to the agent. |
Calls Presented |
Calls that are sent to the agent, regardless of whether the agent picks 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 two (once for each time the call was presented). |
Calls Handled |
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Calls Abandoned |
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Total Logged-in Time |
Total time that the agent is logged in to Unified CCX. |
Average Logged in Time |
Average logged-in time = Logged-in time of the agent / Number of logged-in sessions of the agent |
Time that the agent spent in Not Ready state. |
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Not Ready Time-% Not Ready |
Percentage of time that the agent spent in Not Ready state. |
Ready Time-Ready |
Time that the agent spent in Ready state. |
Ready Time-% Ready |
Percentage of time that the agent spent in Ready state. |
Reserved Time-Reserved |
Time that the agent spent in Reserved state. |
Reserved Time-% Reserved |
Percentage of time that the agent spent in Reserved state. |
Talk Time-Talking |
Time that the agent spent in Talking state. |
Percentage of time that the agent spent in Talking state. |
|
Work Time-Work |
Time that the agent spent in Work state. |
Work Time-% Work |
Percentage of time that the agent spent in Work state. |
Handle Time-Avg |
Average handle time for all calls that the agent handled. Handle time = Talk time + Hold time + Work time |
Handle Time-Max |
Longest handle time of any call that the agent handled. |
Talk Time-Avg |
Average talk time for calls that the agent handled. Elapsed time between the time an agent connects to a call and time when the call is disconnected or transferred, not including hold time. |
Talk Time-Max |
Longest talk time of any call that the agent handled. |
Hold Time-Avg |
Average hold time for calls that the agent handled. |
Hold Time-Max |
Longest hold time of any call that the agent handled. |
Work Time-Avg |
Average time that an agent spent in Work state after calls. |
Work Time-Max |
Longest time that an agent spent in Work state after a call. |
Idle Time-Avg |
Average time that an agent spent in Not Ready state. |
Idle Time-Max |
Longest time that an agent spent in Not Ready state. |
Handle Ratio |
Handle ratio = Calls that the agent handled / Calls that are routed to the agent |
Total Inbound |
Total calls that the agent receives. Total Inbound = Inbound Automatic Call Distribution (ACD) calls + Inbound non-ACD calls. |
Inbound ACD-Total |
Unified CCX calls that the agent receives. |
Inbound ACD-Avg Talk Time |
Average time that the agent spent in Talking state for received Unified CCX calls. |
Inbound ACD-Avg Hold Time |
Average time that the agent put the received Unified CCX calls on hold. |
Inbound ACD-Avg Work Time |
Average time that the agent spent in Work state for received Unified CCX calls. |
Inbound Non-ACD On IPCC-Total |
Non-Unified CCX calls that are received by the agent on a Unified CCX extension, including calls made by other agents and by outside parties. |
Inbound Non-ACD On IPCC-Avg Talk Time |
Average time that the agent spent in Talking state for non-Unified CCX calls received on a Unified CCX extension. |
Inbound Non-ACD On IPCC-Max Talk Time |
Maximum time that the agent spent in Talking state on a non-Unified CCX call received on a Unified CCX extension. |
Inbound Non-ACD On Non-IPCC-Total |
Non-Unified CCX calls received by the agent on a non-Unified CCX extension including calls made by other agents and by outside parties. |
Inbound Non-ACD On Non-IPCC- Avg Talk Time |
Average time that the agent spent in Talking state for non-Unified CCX calls received on a non-Unified CCX extension. |
Inbound Non-ACD On Non-IPCC- Max Talk Time |
Maximum time that the agent spent in Talking state on a received non-Unified CCX call received on a non-Unified CCX extension. |
Outbound On IPCC-Total |
Calls that the agent dials on a Unified CCX extension including both connected and attempted calls. |
Outbound On IPCC-Avg Call Time |
Average call time of the outbound calls on a Unified CCX extension. |
Outbound On IPCC-Max Call Time |
Maximum time that the agent spent in Talking state on an outbound call on a Unified CCX extension. |
Outbound On Non-IPCC-Total |
Calls that the agent dials on a non-Unified CCX extension including both connected and attempted calls. |
Outbound On Non-IPCC-Avg Call Time |
The average call time and the longest call time spent for the outbound calls on a non-Unified CCX extension. |
Outbound On Non-IPCC-Max Call Time |
Maximum time that the agent spent in Talking state on an outbound call on a non-Unified CCX extension. |
ACD-Transfer In |
Unified CCX calls that are transferred to the agent. |
Non-ACD-Transfer In |
Non-Unified CCX calls that are transferred to the agent. |
ACD-Transfer Out |
Unified CCX calls that the agent transfers out. |
Non-ACD-Transfer Out |
Non-Unified CCX calls that the agent transfers out. |
ACD-Conference |
Inbound Unified CCX conference calls in which the agent participates. |
Non-ACD-Conference |
Non-Unified CCX conference calls in which the agent participates. |
You can filter using any one of the following parameters:
Displays information for agents who belong to the specified resource groups. |
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Displays information for agents who possess the specified skills. |
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Displays information for agents who belong to the specified teams. |
Data is grouped by the following field:
Field |
Result |
---|---|
Agent Name |
Sorts data by agent name. |
The Agent Call Summary Report presents the summary of each call that is dialed and received by the agent.
For inbound Unified CCX calls—Presents the average time that the agent spent in Talking and Work states, and the time that the agent put the calls on hold.
For non-Unified CCX calls—Presents the average and maximum talk time for the agent.
For outbound calls—Presents the average and maximum call time for the agent.
This report also presents the number of calls that are transferred in to and transferred out by the agent, and the number of conference calls in which the agent participated.
The following charts are available:
Chart name |
Description |
---|---|
Average Talk, Hold, Work Time for Inbound ACD |
Displays the average time that an agent spends in Talking and Work states, and the time that the agent put the calls on hold. |
Avg, Max Call Time for Outbound on IPCC Calls |
Displays the average and maximum time that an agent spends on dialed calls. The time includes time spent dialing, waiting for an answer, and talking. |
Total Inbound, Outbound Calls by Agent |
Displays the number of dialed and received calls for an agent. |
The report includes a table that displays the following information:
Agent Name |
First name and last name of the agent. |
Agent_ID |
Login ID of the agent. |
Extension IPCC |
Last active Unified CCX extension that Unified Communications Manager assigned to the agent. |
Extension Non IPCC |
Last active non-Unified CCX extension that Unified Communications Manager assigned to the agent. This field is blank if there are no calls to or from the non-Unified CCX extension. |
Total Inbound |
Total calls that the agent receives. Total Inbound = Inbound Automatic Call Distribution (ACD) calls + Inbound non-ACD calls. |
Inbound ACD—Total |
Unified CCX calls that the agent receives. |
Inbound ACD—Avg Talk Time |
Average time that the agent spent in Talking state for received Unified CCX calls. |
Inbound ACD—Avg Hold Time |
Average time that the agent put the received Unified CCX calls on hold. |
Inbound ACD—Avg Work Time |
Average time that the agent spent in Work state for received Unified CCX calls. |
Non-Unified CCX calls that are received by the agent on a Unified CCX extension, including calls made by other agents and by outside parties. |
|
Inbound Non-ACD On IPCC—Avg Talk Time |
Average time that the agent spent in Talking state for non-Unified CCX calls received on a Unified CCX extension. |
Inbound Non-ACD On IPCC—Max Talk Time |
Maximum time that the agent spent in Talking state on a non-Unified CCX call received on a Unified CCX extension. |
Inbound Non-ACD On Non-IPCC—Total |
Non-Unified CCX calls received by the agent on a non-Unified CCX extension including calls made by other agents and by outside parties. |
Inbound Non-ACD On Non-IPCC— Avg Talk Time |
Average time that the agent spent in Talking state for non-Unified CCX calls received on a non-Unified CCX extension. |
Inbound Non-ACD On Non-IPCC— Max Talk Time |
Maximum time that the agent spent in Talking state on a received non-Unified CCX call received on a non-Unified CCX extension. |
Outbound On IPCC—Total |
Calls that the agent dials on a Unified CCX extension including both connected and attempted calls. |
Average call time of the outbound calls on a Unified CCX extension. |
|
Outbound On IPCC—Max Call Time |
Maximum time that the agent spent in Talking state on an outbound call on a Unified CCX extension. |
Outbound On Non-IPCC—Total |
Calls that the agent dials on a non-Unified CCX extension including both connected and attempted calls. |
Outbound On Non-IPCC—Avg Call Time |
The average call time and the longest call time spent for the outbound calls on a non-Unified CCX extension. |
Outbound On Non-IPCC—Max Call Time |
Maximum time that the agent spent in Talking state on an outbound call on a non-Unified CCX extension. |
ACD—Transfer In |
Unified CCX calls that are transferred to the agent. |
ACD—Transfer Out |
Unified CCX calls that the agent transfers out. |
ACD—Conference |
Inbound Unified CCX conference calls in which the agent participates. |
Note | Call time starts when an agent goes off-hook for a call and ends when the call terminates. |
You can filter using any one of the following parameters:
Displays information for agents who belong to the specified resource groups. |
|
Displays information for agents who possess the specified skills. |
|
Displays information for agents who belong to the specified teams. |
None
The Agent Detail Report presents information about Automatic Call Distribution (ACD) and non-ACD calls that the agents handle, and ACD and non-ACD calls that the agents dial.
The following chart is available:
Displays the average time that an agent spends in Talking and Work states, and the time the agent put the calls on hold. |
The report includes a table that displays the following information:
Agent Name |
First name and last name of the agent. |
Agent ID |
Login ID of the agent. |
Unified CCX extension that Unified Communications Manager assigned to the agent. |
|
Call Start Time |
Date and time the call leg rings at the agent extension. |
Elapsed time between the call start time and the call end time. Summary info—Sum of values in this column. |
|
Originator's telephone number. (ANI = Automatic Number Identification) |
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Contact Service Queue (CSQ) that handled the call. A call is considered handled if the caller is connected to an agent while queued for this CSQ. |
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If the call is queued to multiple CSQs, name of one of the CSQs to which the call was queued is displayed. Displays "…" to indicate there are more CSQs to which the call was queued. |
|
Skills that are associated with the CSQ that handled the call. |
|
Summary info—Sum of values in this column. |
|
Total time the agent put the calls on hold. Not applicable for non-Unified CCX calls. Summary info—Sum of values in this column. |
|
Time that the agent spent in Work state after the call. Not applicable for non-Unified CCX calls. Summary info—Sum of values in this column. |
|
Type of call.
|
You can filter using any one of the following parameters:
Displays information for agents who belong to the specified resource groups. |
|
Displays information for agents who possess the specified skills. |
|
Displays information for agents who belong to the specified teams. |
|
None
The Agent Login Logout Activity Report presents 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.
The following chart is available:
The report includes a table that displays the following information:
Agent Name |
First name and last name of the agent. |
Agent ID |
Login ID of the agent. |
Last active Unified CCX extension that Unified Communications Manager assigned to the agent. |
|
Agent Login Details—LBLT |
Less-than sign (<) indicates that the agent logged in before the report period. (LBLT = Logged In Before Login Time) |
Agent Logout Details—LOALT |
Greater-than sign (>) indicates that the agent is still logged in when the report is generated. (LOALT = Logged Out After Logout Time) |
Numeric reason code that the agent enters when the agent logs out from the desktop. Zero indicates that no logout reason code is configured or that the agent was unable to enter a reason code. |
|
Elapsed time between the login time and the logout time. Summary info—Sum of values in this column. |
You can filter using any one of the following parameters:
Displays information for agents who possess the specified skills. |
|
Displays information for agents who belong to the specified teams. |
Data is grouped by the following field:
Field |
Result |
---|---|
Agent Name |
Sorts data by agent name. |
The Agent Not Ready Reason Code Summary Report presents the time that each agent spent logged in. It shows the time that the agents spent in Not Ready state by Reason Code (RC). By default, up to eight predefined reason codes are displayed and additional information is categorized as Other Reason Codes.
This report can show information for each 30 or 60 minute interval within the report period.
The report does not display 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 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.
The following chart is available:
Displays the time agent spent in Not Ready state by reason code. Up to eight reason codes are displayed, and additional reason codes are listed under Other Reason Codes. |
The report includes a table that displays the following information:
Agent Name |
First name and last name of the agent. |
Agent ID |
Login ID of the agent. |
Last active Unified CCX extension that Unified Communications Manager assigned to the agent. |
|
Start date and time of each 30 or 60 minute interval or the start date and time for the report range. |
|
Interval End Time |
End date and time of each 30 or 60 minute interval or the end date and time for the report range. |
Total time that the agent is logged in to Unified CCX. Summary info—Sum of values in this column. |
|
Total time that an agent spent in Not Ready state. Summary info—Sum of values in this column. |
|
Time that an agent spent in Not Ready state for the system-defined RC n1. Summary info—Sum of values in this column. |
|
Time that an agent spent in Not Ready state for the system-defined RC n2. Summary info—Sum of values in this column. |
|
Time that an agent spent in Not Ready state for the system-defined RC n3. Summary info—Sum of values in this column. |
|
Time that an agent spent in Not Ready state for the system-defined RC n4. Summary info—Sum of values in this column. |
|
Time that an agent spent in Not Ready state for the system-defined RC n5. Summary info—Sum of values in this column. |
|
Time that an agent spent in Not Ready state for the system-defined RC n6. Summary info—Sum of values in this column. |
|
Time that an agent spent in Not Ready state for the system-defined RC n7. Summary info—Sum of values in this column. |
|
Time that an agent spent in Not Ready state for the system-defined RC n8. Summary info—Sum of values in this column. |
|
Time that an agent spent in Not Ready state for reasons that are not shown in the previous eight columns. Summary info—Sum of values in this column. |
You can filter using any one of the following parameters:
|
|||
Displays information for agents who belong to the specified resource groups. |
|||
Displays information for agents who possess the specified skills. |
|||
Displays information for agents who belong to the specified teams. |
|||
Displays information for up to 16 selected reason codes. Additional reason codes are listed under Time in Other RCs. |
Data is grouped by the following field:
Field |
Result |
---|---|
Agent Name |
Sorts data by agent name. |
The Agent State Detail Report presents information that is related to agent state changes.
The following chart is available:
Agent State Detail Report |
Displays time spent by the agent in agent states. |
The report includes a table that displays the following information:
Field |
Description |
---|---|
Agent Name |
First name and last name of the agent. |
Agent ID |
Login ID of the agent. |
Extension |
Last active Unified CCX extension that Unified Communications Manager assigned to the agent. |
State Transition Time |
Date and time that the agent moved to a state. |
Agent State |
State of the agent—Logged-In, Logout, Not Ready, Ready, Reserved, Talk, or Work. |
Reason Code |
Reason code for the agent moving to Logout state or Not Ready state. Zero indicates that no logout reason code is configured or that the agent was unable to enter a reason code. It is also zero for other states. |
Duration |
Time that the agent spent in a state. |
You can filter using any one of the following parameters:
Filter parameter |
Result |
---|---|
Resource Group Names |
Displays information for agents who belong to the specified resource groups. |
Agent Names |
|
Skill Names |
Displays information for agents who possess the specified skills. |
Team Names |
Displays information for agents who belong to the specified teams. |
None
The Agent State Summary by Agent Report presents the length and percentage of time that the agent spent in all the states.
The following chart is available:
The report includes a table that displays the following information:
Field |
Description |
---|---|
Agent Name |
First name and last name of the agent. |
Agent ID |
Login ID of the agent. |
Last active Unified CCX extension that Unified Communications Manager assigned to the agent. |
|
Start date and time of each 30 or 60 minute interval or the start date and time for the report range. |
|
Interval End Time |
End date and time of each 30 or 60 minute interval or the end date and time for the report range. |
Total time that the agent is logged in to Unified CCX. Summary info—Sum of values in this column. |
|
Not Ready Time—Not Ready |
Time that the agent spent in Not Ready state. Summary info—Sum of values in this column. |
Not Ready Time—% Not Ready |
Percentage of time that the agent spent in Not Ready state. Summary info—Overall percentage. |
Ready Time—Ready |
Time that the agent spent in Ready state. Summary info—Sum of values in this column. |
Ready Time—% Ready |
Percentage of time that the agent spent in Ready state. Summary info—Overall percentage. |
Reserved Time—Reserved |
Time that the agent spent in Reserved state. Summary info—Sum of values in this column. |
Reserved Time—% Reserved |
Percentage of time that the agent spent in Reserved state. Summary info—Overall percentage. |
Talk Time—Talking |
Time that the agent spent in Talking state. Summary info—Sum of values in this column. |
Talk Time—% Talking |
Percentage of time that the agent spent in Talking state. Summary info—Overall percentage. |
Work Time—Work |
Time that the agent spent in Work state. Summary info—Sum of values in this column. |
Work Time—% Work |
Percentage of time that the agent spent in Work state. Summary info—Overall percentage. |
You can filter using any one of the following parameters:
Filter parameter |
Result |
||
---|---|---|---|
Interval Length |
|
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Resource Group Names |
Displays information for agents who belong to the specified resource groups.
|
||
Agent Names |
|||
Skill Names |
Displays information for agents who possess the specified skills.
|
||
Team Names |
Displays information for agents who belong to the specified teams.
|
Data is grouped by the following field:
Field |
Result |
---|---|
Agent Name |
Sorts data by agent name. |
The Agent State Summary by Interval Report presents the duration and percentage of time that the agent spent in the agent states.
The following chart is available:
Chart name |
Description |
---|---|
Time Spent in Agent State by Interval |
Displays the time spent by agents in agent states. |
The report includes a table that displays the following information:
Field |
Description |
---|---|
Agent Name |
First name and last name of the agent. |
Agent_ID |
Login ID of the agent. |
Last active Unified CCX extension that Unified Communications Manager assigned to the agent. |
|
Start date and time of each 30 or 60 minute interval or the report range's begin date and time. |
|
Interval End Time |
End date and time of each 30 or 60 minute interval or the report range's end date and time. |
Total time that the agent is logged in to the Unified CCX. Summary info—Sum of values in this column. |
|
Not Ready Time—Time |
Time that the agent spent in Not Ready state. Summary info—Sum of values in this column. |
Not Ready Time—% |
Percentage of time that the agent spent in Not Ready state. Summary info—Overall percentage. |
Ready Time—Time |
Time that the agent spent in Ready state. Summary info—Sum of values in this column. |
Ready Time—% |
Percentage of time that the agent spent in Ready state. Summary info—Overall percentage. |
Reserved Time—Time |
Time that the agent spent in Reserved state. Summary info—Sum of values in this column. |
Reserved Time—% |
Percentage of time that the agent spent in Reserved state. Summary info—Overall percentage. |
Talk Time—Time |
Time that the agent spent in Talking state. Summary info—Sum of values in this column. |
Talk Time—% |
Percentage of time that the agent spent in Talking state. Summary info—Overall percentage. |
Work Time—Time |
Time that the agent spent in Work state. Summary info—Sum of values in this column. |
Work Time—% |
Percentage of time that the agent spent in Work state. Summary info—Overall percentage. |
You can filter using any one of the following parameters:
Filter parameter |
Result |
||
---|---|---|---|
Interval Length |
|
||
Resource Group Names |
Displays information for agents who belong to the specified resource groups. The report displays information only for the time when the agent was part of one of the selected resource groups. |
||
Agent Names |
Displays information for the selected agents. |
||
Skill Names |
Displays information for agents who possess the selected skills. The report displays information only for the time when the agent possessed one of the selected skills. |
||
Team Names |
Displays information for agents who belong to the selected teams. The report displays information only for the time when the agent was part of one of the selected teams. |
None
The Agent Summary Report contains a summary of agent activities, including call and agent state activities.
Note | The average talk time, maximum talk time, hold time, and others are only for inbound Automatic Call Distribution (ACD) calls that are received by the agent. These values are incremented for every inbound call, but for outbound calls the field values are not incremented. The values are zero. |
The following charts are available:
Chart name |
Description |
---|---|
Average Talk Time, Hold Time & Work Time by Agent |
Displays the average time that an agent spends in Talking and Work states, and the time the agent puts the calls on hold. |
Call Handle Ratio by Agent |
Displays the number of calls handled by an agent divided by the number of calls routed to that agent. |
Total Calls Handled by Agent |
Displays the number of calls handled by an agent. |
The report includes a table that displays the following information:
Agent ID |
Login ID of the agent. |
Last active Unified CCX extension that Unified Communications Manager assigned to the agent. |
|
Average logged-in time = Logged-in time of the agent / Number of logged-in sessions of the agent |
|
Summary info—Sum of values in this column. |
|
Calls that are sent to the agent, regardless of whether the agent picks 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 two (once for each time the call was presented). Summary info—Sum of values in this column. |
|
Handle ratio = Calls that the agent handled / Calls that are routed to the agent Summary info—Overall percentage. |
|
Average handle time for all calls that the agent handled. Handle time = Talk time + Hold time + Work time |
|
Average talk time for calls that the agent handled. Elapsed time between the time an agent connects to a call and time when the call is disconnected or transferred, not including hold time. |
|
Longest time that an agent spent in Work state after a call. |
|
You can filter using any one of the following parameters:
Note | For Top N and Bottom N parameters, specify the number (N) of agents. 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 there are 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. |
Displays information for agents who belong to the specified resource groups.
|
|
Displays information for agents who possess the specified skills.
|
|
Displays information for agents who belong to the specified teams.
|
|
Displays information for agents with the largest ratios of calls handled to calls routed. |
|
Displays information for agents with the smallest ratios of calls handled to calls routed. |
|
Displays information for agents with the longest average hold times. |
|
Displays information for agents with the shortest average hold times. |
|
Displays information for agents with the longest average talk times. |
|
Displays information for agents with the shortest average talk times. |
|
Displays information for agents with the longest average work times. |
|
Displays information for agents with the shortest average work times. |
|
Displays information for agents with the longest average handle times. |
|
Displays information for agents with the shortest average handle times. |
None
The Agent Wrap-up Data Summary Report presents information about wrap-up data.
The following charts are available:
Displays the number of calls handled by agents for a wrap-up data. |
|
Displays the handle time, talk time, and work time by agents for a wrap-up data. |
The report includes a table that displays the following information:
Automatic Call Distribution (ACD) calls that are associated with the wrap-up data. Summary info—Sum of values in this column. |
|
Total handle time for the ACD calls that are associated with the wrap-up data. Handle time = Talk time + Hold time + Work time Summary info—Sum of values in this column. |
|
Average handle time = Total handle time / Total ACD calls for this wrap-up data Summary info—Overall percentage. |
|
Maximum handle time of the ACD calls that are associated with the wrap-up data. Summary info—Maximum value in this column. |
|
Total time that the agent spent in Talking state. Summary info—Sum of values in this column. |
|
Average talk time = Total talk time / Total ACD calls for this wrap-up data Summary info—Overall percentage. |
|
Maximum time that the agent spent in Talking state. Summary info—Maximum value in this column. |
|
% Talk time = Total talk time / Total handle time for this wrap-up data. This total is then converted to percentage format. Summary info—Overall percentage. |
|
Total time that the agents spent in the Work state for all ACD calls that are associated with the wrap-up data. Summary info—Sum of values in this column. |
|
Average work time = Total work time / Total ACD calls for this wrap-up data Summary info—Overall percentage. |
|
Maximum time spent by the agents in the Work state for all the ACD calls that are associated with the wrap-up data. Summary info—Maximum value in this column. |
|
% Work time = Total work time / Total handle time for this wrap-up data. This total is then converted to percentage format. Summary info—Overall percentage. |
You can filter using the following parameter:
None
The Agent Wrap-up Data Detail Report displays the details entered by an agent when the agent enters Work state after attending an Automatic Call Distribution (ACD) call. With the wrap-up data feature, the agent can enter the Work state to update data that is associated with the call. This report provides information about incoming ACD calls and preview outbound calls.
The following chart is available:
Displays the number of calls that are handled by agents for a wrap-up data. |
The report includes a table that shows the following information:
Agent Name |
First name and last name of the agent. |
Agent ID |
Login ID of the agent. |
Unified CCX extension that Unified Communications Manager assigned to the agent. |
|
Node ID is the unique numeric ID, which starts from 1, that the system assigns to each Unified CCX server in the cluster. Session ID is the unique session ID that the system assigns to a call. Session sequence number is the number that the system assigns to each call leg. The session sequence number increases by 1 for each leg of a call. Together, these three values uniquely identify an ACD call that is processed by the system. |
|
Telephone number of the calling party. (ANI = Automatic Number Identification) |
|
Contact Service Queue (CSQ) to which the call is routed and handled. A call can be queued to multiple CSQs. |
|
Skills |
Skills that are associated with the CSQ that handled the call. |
Time that the agent spent in Talking state. Summary info—Sum of values in this column. |
|
Time that the agent put the calls on hold. Summary info—Sum of values in this column. |
|
Time that the agent spent in Work state after the call. Summary info—Sum of values in this column. |
|
You can filter using any one of the following parameters:
Displays information for agents who belong to the specified resource groups. |
|
Displays information for agents who possess the specified skills. |
|
Displays information for agents who belong to the specified teams. |
Data is grouped by the following field:
Field |
Result |
---|---|
Agent Name |
Sorts data by agent name. |
The Call Custom Variables Report shows information about custom variables set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call.
None
The report includes a table that shows the following information:
Node ID is the unique numeric ID, which starts from 1, that the system assigns to each Unified CCX server in the cluster. Session ID is the unique session ID that the system assigns to a call. Session sequence number is the number that the system assigns to each call leg. The session sequence number increases by 1 for each leg of a call. Together, these three values uniquely identify an Automatic Call Distribution (ACD) call that is processed by the system. |
|
End Time |
Date and time the call was disconnected, transferred, or redirected. |
|
|
Unified CCX or Unified IP IVR application that is associated with the route point. |
|
Contents of the variable _ccdrVar1. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that Unified CCX or Unified IP IVR application associated with this call or this leg invoked. |
|
Contents of the variable _ccdrVar2. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. |
|
Contents of the variable _ccdrVar3. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. |
|
Contents of the variable _ccdrVar4. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. |
|
Contents of the variable _ccdrVar5. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. |
|
Contents of the variable _ccdrVar6. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. |
|
Contents of the variable _ccdrVar7. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. |
|
Contents of the variable _ccdrVar8. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. |
|
Contents of the variable _ccdrVar9. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. |
|
Contents of the variable _ccdrVar10. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. |
Note | For the custom variable parameters, enter a whole string or a substring to search, and separate multiple strings with commas. |
You can filter using any one of the following parameters:
Displays information for the specified original called numbers. |
|
Displays information for the specified calling numbers. The calling number is the same as the Originator DN. |
|
Displays information for the specified contact types.
|
|
Displays information for the specified originator types.
|
|
Displays information for the specified destination types.
|
|
Displays calls with duration greater than or equal to the number of seconds specified by T. |
|
Displays calls with duration less than or equal to the number of seconds specified by T. |
|
Displays calls for which Custom Variable 1 contains the string or any of the substrings. |
|
Displays calls for which Custom Variable 2 contains the string or any of the substrings. |
|
Displays calls for which Custom Variable 3 contains the string or any of the substrings. |
|
Displays calls for which Custom Variable 4 contains the string or any of the substrings. |
|
Displays calls for which Custom Variable 5 contains the string or any of the substrings. |
|
Displays calls for which Custom Variable 6 contains the string or any of the substrings. |
|
Displays calls for which Custom Variable 7 contains the string or any of the substrings. |
|
Displays calls for which Custom Variable 8 contains the string or any of the substrings. |
|
Displays calls for which Custom Variable 9 contains the string or any of the substrings. |
|
Displays calls for which Custom Variable 10 contains the string or any of the substrings. |
|
Displays calls with any of the 10 custom variables containing the string or any of the substrings. |
None
The Called Number Summary Activity Report presents information about all the numbers that are dialed by an inside or outside caller. This report includes information for calls to Unified CCX and Unified IP IVR applications, and calls to agents.
The following charts are available:
Displays the number of calls to each number, including calls to applications and agents. |
The report includes a table that displays the following information:
Route point number associated with the application or extension of the destination agent. |
|
Call to an application or call to an agent.
|
|
Number of calls to each number. Summary info—Sum of values in this column. |
|
You can filter using the following parameter:
Filter Parameter |
Result |
---|---|
Time-Zone Offset |
Displays the list of time zones. Select the one matching your timezone. If multiple values are selected, the first one takes effect. |
None
The Common Skill CSQ Activity Report presents summary information about calls presented, handled, and abandoned for each group of Contact Service Queues (CSQ). CSQ groups consist of CSQs that are configured with the same skills and with different competence levels. (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, then the call goes to the next higher skill level. The same incoming call can flow within the same group of CSQs.
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 following chart is available:
Displays number of handled calls and abandoned calls for a day. |
The report includes a table that displays the following information:
Skills |
Skills that are associated with the CSQ to which the call is routed. |
Start date and time of each 30 or 60 minute interval or the start date and time for the report range. |
|
Interval End Time |
End date and time of each 30 or 60 minute interval or the end date and time for the report range. |
Calls offered to each individual CSQ within the group, regardless of whether the agent answered the call. Summary info—Sum of values in this column. |
|
Longest queue of all calls routed to the CSQ (abandoned, handled, aborted, or rejected). |
|
Number of calls that are handled by the CSQ. A call is handled if a caller is connected to an agent while queued for this CSQ. Summary info—Sum of values in this column. |
|
Average handle time for all calls that the CSQ handled. Handle time = Talk time + Hold time + Work time Summary info—Overall average handle time = Total handle time / Total calls handled |
|
Longest handle time for any call that the CSQ handled. Summary info—Maximum value in this column. |
|
Number of calls that are routed to the CSQ but are not answered by an agent because the caller hung up or is disconnected. Summary info—Sum of values in this column. |
|
Average time that the calls spent in the queue before being abandoned. |
|
Maximum time a call spent in the queue before being abandoned. |
|
(Calls handled within service level / Calls presented) * 100% Summary info—Overall percentage. |
You can filter using any one of the following parameters:
|
|||
Data is grouped by the following field:
Field |
Result |
---|---|
Skills |
Sorts data by skills. |
The Contact Service Queue Activity by CSQ Report presents information about service levels, and the number and percentage of calls presented, handled, abandoned, and dequeued. It presents information for each 30 or 60 minute interval within the report period.
Note | If agents are already receiving calls from a Contact Service Queue (CSQ) and you change the skill level of the CSQ, then the report displays one record with the old CSQ ID and another record with the new CSQ ID for the same CSQ. |
The following charts are available:
Displays the number of calls handled, abandoned, and dequeued for a CSQ. |
|
Displays the number of calls handled and calls handled within the time entered in the Service Level field for a CSQ. The Service Level field is set by the administrator. |
The report includes a table that displays the following information:
CSQ ID |
Unique ID of the CSQ. |
Call Skills |
Skills that are associated with the CSQ to which the call is routed. |
Interval Start Time |
Start date and time of each 30 or 60 minute interval or the start date and time for the report range. |
End date and time of each 30 or 60 minute interval or the end date and time for the report range. |
|
Value that was 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. |
|
Calls that are handled within the time shown in the Service Level field. A call is handled when an agent picks up the call. Summary info—Sum of values in this column. |
|
Calls that are abandoned within the time shown in the Service Level field. A call is abandoned if the call disconnects before connecting to an agent. Summary info—Sum of values in this column. |
|
Percentage of handled 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 handled) x 100% Summary info—Overall percentage of handled calls that met the handled service level. |
|
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% Summary info—Overall percentage of presented calls that met the handle service level (excluding the calls that met the abandoned service level). |
|
Percentage of Service Level Met—With Abandoned Calls Counted Positively |
Percentage of presented calls that are 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% Summary info—Overall percentage of presented calls that met either the handled or the abandoned service level. |
Percentage of Service Level Met—With Abandoned Calls Counted Negatively |
Percentage of presented calls that are 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% Summary info—Overall percentage of presented calls that met the handled service level. |
Calls routed to the CSQ regardless of whether an agent picked up the call. Summary info—Sum of values in this column. |
|
Number of calls that are handled by the CSQ. Summary info—Sum of values in this column. |
|
Calls Handled—% |
Percentage of calls that were handled by the CSQ. The percentage is calculated as follows: (Number of calls handled) / (Number of calls presented) x 100% Summary info—Overall percentage. |
Number of calls that were routed to the CSQ and were abandoned. Summary info—Sum of values in this column. |
|
Calls Abandoned—% |
Percentage of calls that were routed to the CSQ and were abandoned. The percentage is calculated as follows: (Number of calls abandoned / Number of calls presented) x 100% Summary info—Overall percentage. |
Number of calls that were dequeued. Summary info—Sum of values in this column. |
|
Calls Dequeued—% |
Percentage of calls that were dequeued. The percentage is calculated as follows: (Number of calls dequeued / Number of calls presented) x 100% Summary info—Overall percentage. |
You can filter using any one of the following parameters:
|
|||
None
The Contact Service Queue Activity by Window Duration presents information about service levels, and the number and percentage of calls that are presented, handled, abandoned, and dequeued. It presents information for each 15 or 30 or 60 minute interval within the report period. This report can be filtered for specific window duration for a single day or multiple days. Unlike other reports, the time part of interval filter will be considered as window duration in this report.
The following charts are available:
Chart name |
Description |
---|---|
Calls Handled, Abandoned and Presented by Interval |
Displays the number of calls that are handled, abandoned, and presented for a Contact Service Queue (CSQ). |
Total Calls that met Service Level |
Displays the number of handled calls that are handled within the time that is entered in the Service Level field for a CSQ. Service Level is set by the administrator. |
The report includes a table that displays the following information:
CSQ Name |
CSQ to which the call is queued. |
Date |
Datewise grouping for corresponding intervals. |
Interval Start Time |
Start date and time of each 15 or 30 or 60 minute interval or the start date and time for the report range. |
Interval End Time |
End date and time of each 15 or 30 or 60 minute interval or the end date and time for the report range. |
Calls Presented |
Calls that are routed to the CSQ, regardless of whether an agent picked up the call. Summary info-Sum of values in this field. |
Calls Handled-Handled |
Number of calls that were handled by the CSQ. Summary info-Sum of values in this field. |
Calls Handled < Service Level |
Calls that are handled within the time shown in the Service Level field. A call is handled when an agent picks up the call. Summary info-Sum of values in this column. |
Service Level (sec) |
Value that was 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 that were routed to the CSQ and were abandoned. Summary info-Sum of values in this field. |
|
Calls Abandoned < Service Level |
Calls that are abandoned within the time shown in the Service Level field. A call is abandoned if the call disconnects before connecting to an agent. Summary info-Sum of values in this column. |
Abandoned Rate-% |
Percentage of calls that were routed to the CSQ and were abandoned. The percentage is calculated as follows: (Number of calls abandoned / Number of calls presented) x 100% Summary info-Overall percentage. |
You can filter using any one of the following parameters:
|
|||
Time Zone |
Displays list of all time zones. User has to select their respective time zone while generating this report. |
||
CSQ List |
Displays information for the specified CSQs. |
Data is grouped by the following field:
Field |
Result |
---|---|
CSQ Name |
Sorts data by CSQ name. |
Date |
Sorts data by Interval Start Time. |
The Contact Service Queue Activity Report presents a summary of calls that are presented, handled, abandoned, and dequeued from each Contact Service Queue (CSQ). It also shows the calls that are handled by workflows in other CSQs, and average and maximum time information for calls handled, abandoned, and dequeued.
The following charts are available:
Displays the average handle time for handled calls for a CSQ. |
|
Displays the average speed of answer for handled calls for a CSQ. |
|
Displays the average time calls spent in the queue before being abandoned from a CSQ. |
|
Displays the average time calls spent in the queue before being dequeued from a CSQ. |
|
The report includes a table that displays the following information:
CSQ ID |
Unique ID of the CSQ. |
Skills |
Skills that are associated with the CSQ to which the call is routed. |
Number of calls routed to the CSQ, regardless of whether an agent picked up the call. Summary info—Sum of values in this column. |
|
Max Queue Time |
Longest queue time of any one call that was routed to the CSQ. Summary info—Maximum value in this column. |
Number of calls that are handled by this CSQ. A call is handled if a caller is connected to an agent while queued for this CSQ. Summary info—Sum of values in this column. |
|
Max Handle Time |
Longest handle time of any call that the CSQ handled. Handle time = Talk time + Hold time + Work time Summary info—Maximum value in this column. |
Calls that are routed to the CSQ that were not answered by an agent because the caller hung up or was disconnected. Summary info—Sum of values in this column. |
|
Average time the calls spent in the queue before being abandoned. |
|
Max Time to Abandon |
Longest time any one call spent in the queue before being abandoned. Summary info—Maximum value in this column. |
Average abandoned calls in a day = Number of calls abandoned / Number of days |
|
Max Abandon Per Day |
Largest number of calls abandoned on a single day. Summary info—Maximum value in this column. |
Number of calls that are queued for a CSQ and then dequeued by the Dequeue step in a workflow. Summary info—Sum of values in this column. |
|
Avg Time to Dequeue |
Average time the calls spent in the queue before being dequeued. |
Longest time any one call spent in the queue before being dequeued. Summary info—Maximum value in this column. |
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Summary info—Sum of values in this column. |
You can filter using any one of the following parameters:
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Data is grouped by the following fields:
Field |
Result |
---|---|
CSQ Name |
Sorts data by CSQ name. |
CSQ ID |
Sorts data by CSQ ID within the CSQ. |
The Contact Service Queue Activity Report by Interval presents information about service levels, and the number and percentage of calls that are presented, handled, abandoned, and dequeued. It presents information for each 30 or 60 minute interval within the report period.
The following charts are available:
Displays the number of calls that are handled, abandoned, and dequeued for a Contact Service Queue (CSQ). |
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Displays the number of handled calls handled and calls that are handled within the time that is entered in the Service Level field for a CSQ. Service Level is set by the administrator. |
The report includes a table that displays the following information:
Interval Start Time |
Start date and time of each 30 or 60 minute interval or the start date and time for the report range. |
End date and time of each 30 or 60 minute interval or the end date and time for the report range. |
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Skills |
Skills that are associated with the CSQ to which the call is routed. |
Value that was 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. |
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Calls that are handled within the time shown in the Service Level field. A call is handled when an agent picks up the call. Summary info—Sum of values in this column. |
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Calls that are abandoned within the time shown in the Service Level field. A call is abandoned if the call disconnects before connecting to an agent. Summary info—Sum of values in this column. |
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Percentage of handled calls that are 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 handled) x 100% Summary info—Overall percentage of handled calls that met the handled service level. |
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Percentage of presented calls, not counting abandoned calls, that are 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% Summary info—Overall percentage of presented calls that met the handle service level (excluding the calls that met the abandoned service level). |
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Percentage of Service Level Met—With Abandoned Calls Counted Positively |
Percentage of presented calls that are handled or abandoned within the time shown in the Service Level field. For this value, calls that are 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% Summary info—Overall percentage of presented calls that met either the handled or the abandoned service level. |
Percentage of Service Level Met—With Abandoned Calls Counted Negatively |
Percentage of presented calls that are handled within the time shown in the Service Level field. For this value, calls that are 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% Summary info—Overall percentage of presented calls that met the handled service level. |
Calls that are routed to the CSQ, regardless of whether an agent picked up the call. Summary info—Sum of values in this field. |
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Number of calls that were handled by the CSQ. Summary info—Sum of values in this field. |
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Calls Handled—% |
Percentage of calls that were handled by the CSQ. The percentage is calculated as follows: (Number of calls handled / Number of calls presented) x 100% Summary info—Overall percentage. |
Number of calls that were routed to the CSQ and were abandoned. Summary info—Sum of values in this field. |
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Calls Abandoned—% |
Percentage of calls that were routed to the CSQ and were abandoned. The percentage is calculated as follows: (Number of calls abandoned / Number of calls presented) x 100% Summary info—Overall percentage. |
Number of calls that were dequeued. Summary info—Sum of values in this field. |
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Calls Dequeued—% |
Percentage of calls that were dequeued. The percentage is calculated as follows: (Number of calls dequeued / Number of calls presented) x 100% Summary info—Overall percentage. |
You can filter using any one of the following parameters:
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None
The Contact Service Queue Call Distribution Summary report presents the number and percentage of calls that are handled and dequeued in four configurable time intervals.
The following charts are available:
Displays the total number of calls that are abandoned in each time interval by a Contact Service Queue (CSQ). |
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Displays the number of calls that are handled in each time interval by a CSQ. |
The report includes a table that displays the following information:
CSQ ID |
Unique ID of the CSQ. |
Call Skills |
Skills that are associated with the CSQ to which the call is routed. |
Number of calls handled by the CSQ. A call is handled when an agent picks up the call. Summary info—Sum of values in this column. |
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Number of handled calls with a queue time that is less than or equal to 15 seconds. |
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Total/Percentage Calls Handled With Queue Time—% 0–15 sec |
Percentage of handled calls with a queue time that is less than or equal to 15 seconds. |
Total/Percentage Calls Handled With Queue Time—0–30 sec |
Number of handled calls with a queue time that is less than or equal to 30 seconds. |
Total/Percentage Calls Handled With Queue Time—% 0–30 sec |
Percentage of handled calls with a queue time that is less than or equal to 30 seconds. |
Total/Percentage Calls Handled With Queue Time—0–45 sec |
Number of handled calls with a queue time that is less than or equal to 45 seconds. |
Total/Percentage Calls Handled With Queue Time—% 0–45 sec |
Percentage of handled calls with a queue time that is less than or equal to 45 seconds. |
Total/Percentage Calls Handled With Queue Time—0–60 sec |
Number of handled calls with a queue time that is less than or equal to 60 seconds. |
Total/Percentage Calls Handled With Queue Time—% 0–60 sec |
Percentage of handled calls with a queue time that is less than or equal to 60 seconds. |
Calls that are 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. Summary info—Sum of values in this column. |
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Total/Percentage Calls Abandoned With Queue Time—0–15 sec |
Number of abandoned calls with a queue time that is less than or equal to 15 seconds. |
Total/Percentage Calls Abandoned With Queue Time—% 0–15 sec |
Percentage of abandoned calls with a queue time that is less than or equal to 15 seconds. |
Total/Percentage Calls Abandoned With Queue Time—0–30 sec |
Number of abandoned calls with a queue time that is less than or equal to 30 seconds. |
Total/Percentage Calls Abandoned With Queue Time—% 0–30 sec |
Percentage of abandoned calls with a queue time that is less than or equal to 30 seconds. |
Total/Percentage Calls Abandoned With Queue Time—0–45 sec |
Number of abandoned calls with a queue time that is less than or equal to 45 seconds. |
Total/Percentage Calls Abandoned With Queue Time—% 0–45 sec |
Percentage of abandoned calls with a queue time that is less than or equal to 45 seconds. |
Total/Percentage Calls Abandoned With Queue Time—0–60 sec |
Number of abandoned calls with a queue time that is less than or equal to 60 seconds. |
Total/Percentage Calls Abandoned With Queue Time—% 0–60 sec |
Percentage of abandoned calls with a queue time that is less than or equal to 60 seconds. |
You can filter using any one of the following parameters:
Specify the number of seconds. The default value is 15 seconds. |
None
The Contact Service Queue Priority Summary report presents the number of calls that are routed to each Contact Service Queue (CSQ). It also presents the number of calls and the average calls per day by priority that are routed to each CSQ.
The following chart is available:
Displays the number of calls that are routed for each call priority in a CSQ. |
The report includes a table that displays the following information:
Note | If the call priority is N/A, then the call was abandoned before a priority is assigned. |
CSQ ID |
Unique ID of the CSQ. |
Call Skills |
Skills that are associated with the CSQ to which the call is routed. |
Calls that are presented to the CSQ, whether or not an agent picked up the call. Summary info—Sum of values in this column. |
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Number of calls that are routed by this priority in a day to each CSQ. Summary info—Sum of values in this column. |
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Priority 1 (Low)—Avg |
Average number of calls that are routed by this priority in a day to each CSQ. |
Priority 2—Total |
Number of calls that are routed by this priority in a day to each CSQ. Summary info—Sum of values in this column. |
Priority 2—Avg |
Average number of calls that are routed by this priority in a day to each CSQ. |
Priority 3—Total |
Number of calls that are routed by this priority in a day to each CSQ. Summary info—Sum of values in this column. |
Priority 3—Avg |
Average number of calls that are routed by this priority in a day to each CSQ. |
Priority 4—Total |
Number of calls that are routed by this priority in a day to each CSQ. Summary info—Sum of values in this column. |
Priority 4—Avg |
Average number of calls that are routed by this priority in a day to each CSQ. |
Priority 5—Total |
Number of calls that are routed by this priority in a day to each CSQ. Summary info—Sum of values in this column. |
Priority 5—Avg |
Average number of calls that are routed by this priority in a day to each CSQ. |
Priority 6—Total |
Number of calls that are routed by this priority in a day to each CSQ. Summary info—Sum of values in this column. |
Priority 6—Avg |
Average number of calls that are routed by this priority in a day to each CSQ. |
Priority 7—Total |
Number of calls that are routed by this priority in a day to each CSQ. Summary info—Sum of values in this column. |
Priority 7—Avg |
Average number of calls that are routed by this priority in a day to each CSQ. |
Priority 8—Total |
Number of calls that are routed by this priority in a day to each CSQ. Summary info—Sum of values in this column. |
Priority 8—Avg |
Average number of calls that are routed by this priority in a day to each CSQ. |
Priority 9—Total |
Number of calls that are routed by this priority in a day to each CSQ. Summary info—Sum of values in this column. |
Priority 9—Avg |
Average number of calls that are routed by this priority in a day to each CSQ. |
Priority 10 (High)—Total |
Number of calls that are routed by this priority in a day to each CSQ. Summary info—Sum of values in this column. |
Priority 10 (High)—Avg |
Average number of calls that are routed by this priority in a day to each CSQ. |
You can filter using the following parameter:
Data is grouped by the following field:
Field |
Result |
---|---|
CSQ Name |
Sorts data by CSQ name. |
CSQ ID |
Sorts data by CSQ ID within the CSQ. |
The Contact Service Queue Service Level Priority Summary Report presents information about the number and percentage of calls that are handled within the service level, and the number and percentage of calls that are handled within the service level for each call priority for a Contact Service Queue (CSQ).
The following charts are available:
Displays the percentage of calls that are handled within the time entered in the Service Level field for a CSQ. |
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Displays the number of calls that are handled within the time entered in the Service Level field for a CSQ. |
The report includes a table that displays the following information:
Note | If the call priority is N/A, then the call was abandoned before a priority is assigned. |
CSQ ID |
Unique ID of the CSQ. |
Call Skills |
Skills that are associated with the CSQ to which the call is routed. |
Value that was 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. |
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Calls that are routed to the CSQ, regardless of whether an agent picked up the call. |
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Calls that are answered within the time set in the Service Level field in Unified CCX Administration. |
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% Service Level Met |
(Calls handled within service level / Calls presented) x 100% |
Number and % Of Calls Met SL For Each Call Priority—Priority 1 (Low) |
Number of calls with this call priority that are answered within the service level time. |
Number and % Of Calls Met SL For Each Call Priority—% Priority 1 |
Percentage of calls with this call priority that are answered within the service level time. |
Number and % Of Calls Met SL For Each Call Priority—Priority 2 |
Number of calls with this call priority that are answered within the service level time. |
Number and % Of Calls Met SL For Each Call Priority—% Priority 2 |
Percentage of calls with this call priority that are answered within the service level time. |
Number and % Of Calls Met SL For Each Call Priority—Priority 3 |
Number of calls with this call priority that are answered within the service level time. |
Number and % Of Calls Met SL For Each Call Priority—% Priority 3 |
Percentage of calls with this call priority that are answered within the service level time. |
Number and % Of Calls Met SL For Each Call Priority—Priority 4 |
Number of calls with this call priority that are answered within the service level time. |
Number and % Of Calls Met SL For Each Call Priority—% Priority 4 |
Percentage of calls with this call priority that are answered within the service level time. |
Number and % Of Calls Met SL For Each Call Priority—Priority 5 |
Number of calls with this call priority that are answered within the service level time. |
Number and % Of Calls Met SL For Each Call Priority—% Priority 5 |
Percentage of calls with this call priority that are answered within the service level time. |
Number and % Of Calls Met SL For Each Call Priority—Priority 6 |
Number of calls with this call priority that are answered within the service level time. |
Number and % Of Calls Met SL For Each Call Priority—% Priority 6 |
Percentage of calls with this call priority that are answered within the service level time. |
Number and % Of Calls Met SL For Each Call Priority—Priority 7 |
Number of calls with this call priority that are answered within the service level time. |
Number and % Of Calls Met SL For Each Call Priority—% Priority 7 |
Percentage of calls with this call priority that are answered within the service level time. |
Number and % Of Calls Met SL For Each Call Priority—Priority 8 |
Number of calls with this call priority that are answered within the service level time. |
Number and % Of Calls Met SL For Each Call Priority—% Priority 8 |
Percentage of calls with this call priority that are answered within the service level time. |
Number and % Of Calls Met SL For Each Call Priority—Priority 9 |
Number of calls with this call priority that are answered within the service level time. |
Number and % Of Calls Met SL For Each Call Priority—% Priority 9 |
Percentage of calls with this call priority that are answered within the service level time. |
Number and % Of Calls Met SL For Each Call Priority—Priority 10 (High) |
Number of calls with this call priority that are answered within the service level time. |
Number and % Of Calls Met SL For Each Call Priority—% Priority 10 |
Percentage of calls with this call priority that are answered within the service level time. |
You can filter using the following parameter:
None
The CSQ Agent Summary Report presents information about calls that are handled in each Contact Service Queue (CSQ) for each agent. An agent can handle calls for multiple CSQs. 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 following chart is available:
Displays the number of calls that are handled by agents for a CSQ. |
The report includes a table that shows the following information:
CSQ ID |
Unique ID of the CSQ. |
First and last name of the agent who handled calls for this CSQ. |
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Unified CCX extension that Unified Communications Manager assigned to the agent. |
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Calls that are queued for this CSQ and answered by this agent during the report period. |
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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 the time the call is disconnected or transferred, not including hold time. Average talk time = Total talk time / Number of calls handled |
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Total talk time for all calls that the agent handled for this CSQ. |
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Average time that an agent spent in Work state after calls. Average work time = Total work time / Number of handled calls |
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Total time that an agent spent in Work state after receiving calls. |
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Elapsed time between the time that a call rang and the time 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. |
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Average hold time for calls that the agent put on hold. Not applicable to non-Unified CCX calls. Average hold time = Total hold time / Number of calls put on hold. |
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Total time that the call is on hold. Not applicable to non-Unified CCX calls. |
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Calls that were routed to the agent and the agent did not answer. |
You can filter using the following parameter:
None
The CSQ All Fields Report presents the CSQ related data such as call statistics, Service Level and key fields like Average Queue Time, Average Speed of Answer, Calls Handled and Calls Abandoned under Service Level. This report combines the fields of all CSQ related reports.
The following charts are available:
Chart name |
Description |
---|---|
CSQ All Fields Report - Call Summary Chart |
Displays the Calls Presented, Calls Handled, Calls Abandoned and Calls Dequeued Summary. |
CSQ All Fields Report - Calls within Service Level |
Displays the total calls handled and abandoned within service level. |
The report includes a table that displays the following information:
CSQ Name |
CSQ to which the call is queued. |
Service Level (sec) |
Value that was 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. |
Calls Presented |
Calls routed to the CSQ regardless of whether an agent picked up the call. |
Calls Handled-Handled |
Number of calls that are handled by the CSQ. |
Calls Handled-% |
Percentage of calls that were handled by the CSQ. The percentage is calculated as follows: (Number of calls handled) / (Number of calls presented) x 100% |
Calls Handled-Avg Handle Time |
Average handle time for all calls that the CSQ handled. Handle time = Talk time + Hold time + Work time |
Calls Handled-Max Handle Time |
Longest handle time for any call that the CSQ handled. |
Calls Abandoned-Abandoned |
Number of calls that were routed to the CSQ and were abandoned. |
Percentage of calls that were routed to the CSQ and were abandoned. The percentage is calculated as follows: (Number of calls abandoned / Number of calls presented) x 100% |
|
Calls Abandoned-Avg Abandoned Time |
Average time that the calls spent in the queue before being abandoned. |
Calls Abandoned-Max Abandoned Time |
Maximum time a call spent in the queue before being abandoned. |
Calls Dequeued-Dequeued |
Number of calls that were dequeued. |
Calls Dequeued-% |
Percentage of calls that were dequeued. The percentage is calculated as follows: (Number of calls dequeued / Number of calls presented) x 100% |
Calls Dequeued-Avg Dequeued Time |
Average time that the calls spent in the queue before being dequeued. |
Calls Dequeued-Max Dequeued Time |
Maximum time a call spent in the queue before being dequeued. |
Average answer speed = Total queue time / Calls handled |
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Calls Handled < Service Level |
Calls that are handled within the time shown in the Service Level field. A call is handled when an agent picks up the call. |
Calls Abandoned < Service Level |
Calls that are abandoned within the time shown in the Service Level field. A call is abandoned if the call disconnects before connecting to an agent. |
Avg Abandon Per Day |
Average abandoned calls in a day = Number of calls abandoned / Number of days |
Max Abandon Per Day |
Largest number of calls abandoned on a single day. |
Calls Handled by Other |
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Avg Queue Time |
Average queue time for all calls routed to the CSQ. |
Max Queue Time |
Longest queue time of any one call that was routed to the CSQ. |
You can filter using any one of the following parameters:
Data is grouped by the following field:
Field |
Result |
---|---|
CSQ Name |
Sorts data by CSQ name. |
The Detailed Call by Call CCDR Report presents 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 following charts are available:
Displays the percentage of calls that were handled, abandoned, aborted, and rejected. |
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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 report includes a table that displays the following information:
Node ID - Session ID - Sequence No |
Node ID is the unique numeric ID, which starts from 1, that the system assigns to each Unified CCX server in the cluster. Session ID is the unique session ID that the system assigns to a call. Session sequence number is the number that the system assigns to each call leg. The session sequence number increases by 1 for each leg of a call. Together, these three values uniquely identify an Automatic Call Distribution (ACD) call that is processed by the system. |
Call Start Time |
Date and time the call starts. |
Call End Time |
Date and time the call disconnected, transferred, or redirected. |
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Login identification of the agent who originated the call, if Originator Type is 1. |
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Originator telephone number. |
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Login identification of the agent who received the call, if Destination Type is 1. |
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Destination telephone number. |
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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. |
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Number that is originally dialed by the caller—either a route point number or an agent extension. |
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Unified CCX or Unified IP IVR application that is associated with the route point. |
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Elapsed time between the time a call entered the Contact Service Queue (CSQ) and the time that the call rang. This value is zero for other calls. Summary info—Sum of values in this column. |
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Elapsed time between the time that an agent answered the call and the time the call was disconnected or transferred, not including hold time. This value is 0 for other calls. Summary info—Sum of values in this column. |
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Elapsed time between the time that an agent first put the call on hold and the time the agent last took the call off hold, not including talk time. This field is blank for other calls. Summary info—Sum of values in this column. |
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Time that an agent spent in Work state after the call. This field is blank for other calls. Summary info—Sum of values in this column. |
You can filter using any one of the following parameters:
Displays information for the specified original called numbers. |
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Displays information for the specified calling numbers. Calling number is the same as Originator DN. |
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Displays calls with a duration greater than or equal to the number of seconds specified by T. |
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Displays calls with a duration less than or equal to the number of seconds specified by T. |
None
The Detailed Call CSQ Agent Report presents call information about the Contact Service Queue (CSQ) that a call was routed to and the agent that handled the call.
The following chart is available:
The report includes a table that displays the following information:
Node ID - Session ID - Sequence No |
Node ID is the unique numeric ID, which starts from 1, that the system assigns to each Unified CCX server in the cluster. Session ID is the unique session ID that the system assigns to a call. Session sequence number is the number that the system assigns to each call leg. The session sequence number increases by 1 for each leg of a call. Together, these three values uniquely identify an Automatic Call Distribution (ACD) call that is processed by the system. |
Start Time |
Date and time the call starts. |
End Time |
Date and time the call disconnected, transferred, or redirected. |
Contact Disposition |
Disposition of the call.
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Destination (DN) |
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Number that is originally dialed by the caller. If the call is a transfer, then the number that the call is transferred to is displayed. |
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Unified CCX or Unified IP IVR application that is associated with the route point. |
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CSQ Names |
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. |
Elapsed time between the time a call entered the Contact Service Queue (CSQ) and the time that the call rang. Summary info—Sum of values in this column. |
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Agent Name |
First name and last name of the agent. |
Ring Time |
Elapsed time 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. Summary info—Sum of values in this column. |
Time that the agent spent in Talking state. Summary info—Sum of values in this column. |
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Time that the agent spent in Work state. Summary info—Sum of values in this column. |
You can filter using any one of the following parameters:
Displays information for the specified original called numbers. |
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Displays information for the specified calling numbers. Calling number is the same as Originator DN. |
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Displays information for the specified contact types.
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Displays information for the specified destination types. |
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Displays information for the specified agents. |
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Displays calls with a duration that is greater than or equal to the number of seconds specified by T. |
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Displays calls with a duration that is less than or equal to the number of seconds specified by T. |
None
The Priority Summary Activity Report presents call information for each call priority.
The following chart is available:
For each priority level that is assigned, the percentage of calls that received that priority is displayed. |
The report includes a table that displays the following information:
Note | If there is more than one call priority the data will be repeated for all the call priorities. |
Final priority that the Unified CCX workflow assigns to the call when the call is received.
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Number of calls that are assigned a particular priority level as their final priority level. |
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Daily average number of calls that received a particular priority level as their final priority level. |
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Calls that ended with a different priority level than the priority that was assigned when the call was received. |
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Average number of calls per day that ended with a different priority level than the priority that was assigned when the call was received. |
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Maximum difference between a priority level assigned to a call when it was received and the priority level set when the call ended. |
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Average difference between a priority level assigned to a call when it was received and the priority level set when the call ended. |
You can filter using the following parameter:
Displays information for the calls assigned their final priority level. Priority levels range from 1 (lowest) to 10 (highest). |
None
The Reason Code Report by Agent Grouping presents the time that each agent spent logged in. It shows the time that the agents spent in Not Ready state by Reason Code (RC). Please note that the logged in time will be same if the agent spent time in more than one reason code for the same interval.
This report can show information for each 30 or 60 minute interval within the report period.
The following chart is available:
Chart name |
Description |
---|---|
Reason Code Report - Agent Grouping Chart |
Displays the time agent spent in Not Ready state by reason code. |
The report includes a table that displays the following information:
Agent Name |
First name and last name of the agent. |
Agent ID |
Login ID of the agent. |
Extension |
Last active Unified CCX extension that Unified Communications Manager assigned to the agent. |
Interval Start Time |
Start date and time of each 30 or 60 minute interval or the start date and time for the report range. |
Interval End Time |
End date and time of each 30 or 60 minute interval or the end date and time for the report range. |
Total Logged-in |
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Reason Code |
Reason code selected by the agent when switching to Not Ready State. |
Duration |
Total time that an agent spent in Not Ready state for the corresponding reason code. Summary info- Sum of values in this column. |
You can filter using any one of the following parameters:
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Resource Group Names |
Displays information for agents who belong to the specified resource groups. |
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Agent List |
Displays information for the specified agents. |
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Skill Names |
Displays information for agents who possess the specified skills. |
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Team Names |
Displays information for agents who belong to the specified teams. |
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Reason Codes |
Displays list of reason codes including pre-defined reason codes. |
Data is grouped by the following field:
Field |
Result |
---|---|
Agent Name |
Sorts data by agent name. |
Reason Code |
State |
Event |
Event Description |
---|---|---|---|
22 |
Logout |
SUP_AGT_TO_LOGOUT |
Supervisor changes an agent’s state to Logout. |
33 |
Ready/ Not Ready |
SUP_AGT_TO_READY/ SUP_AGT_TO_NOT |
Supervisor changes an agent’s state to either Ready or Not Ready. |
32748 |
Logout |
AGENT_DELETED |
Agent is logged out from Unified CCX as the agent is deleted from Unified Communications Manager. This event is triggered when Unified CCX synchronizes the agent information with Unified Communications Manager. |
32749 |
Not Ready |
CANCEL_FEATURE |
Agent's state changes from Talking to Not Ready because the Cancel feature is triggered during an Interactive Call Distribution (ICD) consult call between two agents. When the consulting agent presses the Cancel softkey on the phone, the consulted agent is no longer associated with the ICD call, and the consulted agent's state changes to Not Ready. This feature is available only on some of the newer phones. |
32750 |
Logout |
AGT_IPCC_EXT_ |
Agent is logged out from Unified CCX because the agent’s Unified CCX extension changes in Unified Communications Manager. |
32751 |
Ready |
AGENT_SKIPS |
Agent receives a preview outbound call and skips the call. |
32752 |
Ready |
CANCEL_RESERVATION |
Agent receives a preview outbound call, decides to cancel the reservation, and presses the Cancel Reservation button on the desktop. |
32753 |
Not Ready |
LINE_RESTRICTED |
Agent’s phone line is flagged as a restricted device by the administrator of Unified Communications Manager. If an agent’s line is added to the restricted list, it affects the function of RmCm subsystem. If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the line remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: http://www.cisco.com/en/US/products/sw/voicesw/ps556/ prod_maintenance_guides_list.html. |
32754 |
Not Ready |
DEVICE_RESTRICTED |
Agent's device is flagged as a restricted device by the administrator of Unified Communications Manager. If an agent’s device is added to the Restricted list, it affects the function of RmCm subsystem. If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the device remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: http://www.cisco.com/en/US/products/sw/voicesw/ps556/ prod_maintenance_guides_list.html. |
32755 |
Not Ready |
CALL_ENDED |
|
32756 |
Not Ready |
PHONE_UP |
Agent’s phone becomes active after it was in Phone Down state. |
32757 |
Not Ready |
CM_FAILOVER |
Unified Communications Manager fails over, and the agent is moved to Not Ready state. |
32758 |
Not Ready |
WORK_TIMER_EXP |
Agent’s state changes from Work to Not Ready. This change occurs if the Work state for that agent’s CSQ is associated with an expired wrap-up timer. |
32759 |
Not Ready |
PHONE_DOWN |
Agent’s phone stops functioning and the agent is placed in the Unavailable state. |
32760 |
Not Ready |
AGT_LOGON |
Agent logs in and is automatically placed in the Not Ready state. |
32761 |
Not Ready |
AGT_RCV_NON_ICD |
Agent is logged in to the desktop or IP phone and receives a call that is not queued on the Unified CCX platform. |
32762 |
Not Ready |
AGT_OFFHOOK |
Agent goes off hook to place a call. If the agent enters a reason code, that reason code is displayed. If the agent does not enter a reason code, the system issues this reason code. |
32763 |
Not Ready |
AGT_RNA |
Agent fails to answer a Unified CCX call within the specified timeout period. |
32764 |
Logout |
CRS_FAILURE |
Active server becomes the standby server, and the agent loses connection to the Unified CCX platform. |
32765 |
Logout |
CONNECTION_DOWN |
IP Phone Agent or desktop stops functioning, or connection is disrupted. |
32767 |
Logout |
AGT_RELOGIN |
Agent is logged in to one device (computer or phone) and tries to log in to a second device. |
The Reason Code Report - Reason Grouping presents the total time that each agent spent in Not Ready State across each of the selected reason codes. This reports also shows the total logged in time of the agents. Please note that if the agents doesn't spent any time on the selected reason code, those agents will be excluded in the report.
This report can show information for each 30 or 60 minute interval within the report period.
The following chart is available:
Chart name |
Description |
---|---|
Reason Code Report - Reason Grouping Chart |
Displays the time agent spent in Not Ready state by reason code. |
The report includes a table that displays the following information:
Reason Code |
Reason code selected by the agent when switching to Not Ready State. |
Interval Start Time |
Start date and time of each 30 or 60 minute interval or the start date and time for the report range. |
Interval End Time |
End date and time of each 30 or 60 minute interval or the end date and time for the report range. |
Agent Name |
First name and last name of the agent. |
Agent ID |
Login ID of the agent. |
Extension |
Last active Unified CCX extension that Unified Communications Manager assigned to the agent. |
Total Logged-in |
Total time that the agent is logged in to Unified CCX. |
Duration |
Total time that an agent spent in Not Ready state for the corresponding reason code. Summary info- Sum of values in this column. |
You can filter using any one of the following parameters:
|
|||
Resource Group Name |
Displays information for agents who belong to the specified resource groups. |
||
Agent List |
Displays information for the specified agents. |
||
Skill Names |
Displays information for agents who possess the specified skills. |
||
Team Names |
Displays information for agents who belong to the specified teams. |
||
Reason Codes |
Displays list of reason codes including pre-defined reason codes. |
Data is grouped by the following field:
Field |
Result |
---|---|
Reason Code |
Sorts data by reason code. |
Reason Code |
State |
Event |
Event Description |
---|---|---|---|
22 |
Logout |
SUP_AGT_TO_LOGOUT |
Supervisor changes an agent’s state to Logout. |
33 |
Ready/ Not Ready |
SUP_AGT_TO_READY/ SUP_AGT_TO_NOT |
Supervisor changes an agent’s state to either Ready or Not Ready. |
32748 |
Logout |
AGENT_DELETED |
Agent is logged out from Unified CCX as the agent is deleted from Unified Communications Manager. This event is triggered when Unified CCX synchronizes the agent information with Unified Communications Manager. |
32749 |
Not Ready |
CANCEL_FEATURE |
Agent's state changes from Talking to Not Ready because the Cancel feature is triggered during an Interactive Call Distribution (ICD) consult call between two agents. When the consulting agent presses the Cancel softkey on the phone, the consulted agent is no longer associated with the ICD call, and the consulted agent's state changes to Not Ready. This feature is available only on some of the newer phones. |
32750 |
Logout |
AGT_IPCC_EXT_ |
Agent is logged out from Unified CCX because the agent’s Unified CCX extension changes in Unified Communications Manager. |
32751 |
Ready |
AGENT_SKIPS |
Agent receives a preview outbound call and skips the call. |
32752 |
Ready |
CANCEL_RESERVATION |
Agent receives a preview outbound call, decides to cancel the reservation, and presses the Cancel Reservation button on the desktop. |
32753 |
Not Ready |
LINE_RESTRICTED |
Agent’s phone line is flagged as a restricted device by the administrator of Unified Communications Manager. If an agent’s line is added to the restricted list, it affects the function of RmCm subsystem. If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the line remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: http://www.cisco.com/en/US/products/sw/voicesw/ps556/ prod_maintenance_guides_list.html. |
32754 |
Not Ready |
DEVICE_RESTRICTED |
Agent's device is flagged as a restricted device by the administrator of Unified Communications Manager. If an agent’s device is added to the Restricted list, it affects the function of RmCm subsystem. If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the device remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: http://www.cisco.com/en/US/products/sw/voicesw/ps556/ prod_maintenance_guides_list.html. |
32755 |
Not Ready |
CALL_ENDED |
|
32756 |
Not Ready |
PHONE_UP |
Agent’s phone becomes active after it was in Phone Down state. |
32757 |
Not Ready |
CM_FAILOVER |
Unified Communications Manager fails over, and the agent is moved to Not Ready state. |
32758 |
Not Ready |
WORK_TIMER_EXP |
Agent’s state changes from Work to Not Ready. This change occurs if the Work state for that agent’s CSQ is associated with an expired wrap-up timer. |
32759 |
Not Ready |
PHONE_DOWN |
Agent’s phone stops functioning and the agent is placed in the Unavailable state. |
32760 |
Not Ready |
AGT_LOGON |
Agent logs in and is automatically placed in the Not Ready state. |
32761 |
Not Ready |
AGT_RCV_NON_ICD |
Agent is logged in to the desktop or IP phone and receives a call that is not queued on the Unified CCX platform. |
32762 |
Not Ready |
AGT_OFFHOOK |
Agent goes off hook to place a call. If the agent enters a reason code, that reason code is displayed. If the agent does not enter a reason code, the system issues this reason code. |
32763 |
Not Ready |
AGT_RNA |
Agent fails to answer a Unified CCX call within the specified timeout period. |
32764 |
Logout |
CRS_FAILURE |
Active server becomes the standby server, and the agent loses connection to the Unified CCX platform. |
32765 |
Logout |
CONNECTION_DOWN |
IP Phone Agent or desktop stops functioning, or connection is disrupted. |
32767 |
Logout |
AGT_RELOGIN |
Agent is logged in to one device (computer or phone) and tries to log in to a second device. |
The Traffic Analysis Report presents information about incoming calls to the Unified CCX system. The information is provided for each day in the report range and includes information about the peak hour of the day.
The following charts are available:
Displays the number of calls that are received in the peak hour for a day. |
|
Displays the total number of calls that are received by the Unified CCX system for a day. |
The report includes a table that displays the following information:
Total number of calls that are received by the Cisco Unified CCX system for the day. Summary info—Sum of values in this column. |
|
Average number of calls that are received during each hour for the day. Summary info—Maximum value in this column. |
|
Number of calls that are received during the peak hour. Summary info—Maximum value in this column. |
|
Start time of the hour in a day during which the largest number of calls were received. |
|
Peak Hour—End |
End time of the hour in a day during which the largest number of calls were received. |
Average call length for the day. Summary info—Maximum value in this column. |
|
Length of the shortest call for the day. Summary info—Minimum value in this column. |
|
Length of the longest call for the day. Summary info—Maximum value in this column. |
You can filter using the following parameter:
Filter Parameter |
Result |
---|---|
Time Offset |
Displays the list of time zones. Select the one matching your timezone. If multiple values are selected, the first one takes effect. |
None
The Agent Outbound Campaign Summary Report provides call statistics for agent-based progressive and predictive outbound campaigns.
Note | The report displays data only for the campaigns for which at least one contact is dialed out in the selected time range. |
None
The report includes a table that displays the following information:
Total number of contacts that are imported for the campaign. The number of contacts include all the contacts that were imported at the time the report is generated and is independent of the end date that you choose when you generated the report. Contacts—Total = Imported contacts in the campaign that are yet to be dialed out (including the contacts that are marked for retry or callback) + Contacts that are deleted from the start date + Contacts that are closed by the system from the day before the start date (either the contacts are dialed out successfully or the maximum number of attempts are made to dial the contact). Summary info—Sum of the records in this column. |
|||
Number of attempted outbound contacts. Summary info—Sum of the records in this column. |
|||
Number of contacts that are yet to be dialed out including the contacts that are marked for retry, callback, and the contacts that will never be dialed out as they are deleted from the campaign after importing. The contacts include data till the time the report is generated and is independent of the end date that is chosen while generating the report. If there are no contacts that are to be retried or called back, then Total contacts = Attempted contacts + Remaining contacts. Summary info—Sum of the records in this column. |
|||
Percentage of attempted outbound calls. Attempted % = (Attempted / Total Contacts) * 100 Summary info—Overall attempted percentage. |
|||
Number of outbound calls that are detected as live voice and connected to the IVR trigger. Summary info—Sum of the records in this column. |
|||
Number of outbound calls that reach an answering machine. Summary info—Sum of the records in this column. |
|||
Number of outbound calls that reach an invalid number. Summary info—Sum of the records in this column. |
|||
Number of outbound calls that reach a fax or modem. Summary info—Sum of the records in this column. |
|||
Number of outbound calls that are not answered. Summary info—Sum of the records in this column. |
|||
Number of outbound calls that receive a busy signal. Summary info—Sum of the records in this column. |
|||
Number of outbound calls that failed. Summary info—Sum of the records in this column. |
|||
Number of outbound calls that are considered abandoned, since the call was disconnected either by the customer or agent within the Abandoned Call Wait Time that is configured in the Unified CCX Application Administration web interface. Summary info—Sum of the records in this column. |
|||
Number of outbound calls that are abandoned by the system. Summary info—Sum of the records in this column. |
|||
Number of calls that are marked for callback.
Summary info—Sum of the records in this column. |
|||
Average time in HH:MM:SS that the agent spends talking on outbound calls. Duration of all calls that are Agent Accepted and classified as Voice. |
|||
Longest time in HH:MM:SS that the agent spends talking on an outbound call for the campaign. Duration of all calls that are Agent Accepted and classified as Voice. Summary info—Maximum value in this column. |
You can filter using the following parameter:
Data is grouped by the following field:
Field |
Result |
---|---|
Campaign |
Sorts data by campaign name. |
The Agent Outbound CCDR Report provides progressive and predictive agent outbound call-related information, which is stored in the Unified CCX database. This report provides information for each leg of a call.
None
The report includes a table that displays the following information:
Node ID is the unique numeric ID, which starts from 1, that the system assigns to each Unified CCX server in the cluster. Session ID is the unique session ID that the system assigns to a call. Session sequence number is the number that the system assigns to each call leg. The session sequence number increases by 1 for each leg of a call. Together, these three values uniquely identify an Automatic Call Distribution (ACD) call that is processed by the system. |
|
End Time |
Date and time the call is disconnected or transferred. |
|
|
|
|
Login ID of the agent. This field is populated only if Originator—Type is 1. This field is populated only if the call is transferred from the script to an agent. |
|
Originator's telephone number. |
|
|
|
Login ID of the agent. This field is populated only if Destination—Type is 1.This field is blank unless the call is made to a extension where the agent is logged in. |
|
Destination telephone number. |
|
Status of the contact that was imported to dial out an outbound call. The call status value is updated with the most recent status of the contact.
|
|
Call result value for the outbound call. The call result value is updated for each call that was placed for an outbound contact.
|
|
You can filter using the following parameter:
None
The Agent Outbound Half Hourly Report provides information about progressive and predictive agent outbound calls for every half hour in the time range when the campaign is active.
Note | The campaign may stop few seconds after the specified End Time. Therefore, the report may provide information for an additional half hour interval. This half hour interval has information for the outbound calls that are dialed out before the campaign End Time, response for which is received after the campaign End Time. |
The following chart is available:
Chart Name |
Description |
---|---|
Total Attempted, Abandoned, Voice Calls by Campaign |
Number of attempted calls, abandoned calls, and voice calls for a campaign. |
The report includes a table that describes the following information:
Name of the agent outbound campaign for which the data is recorded. |
|
Summary info—Sum of the records in this column. |
|
Total Live Voice Calls |
Summary info—Sum of the records in this column. |
Number of system abandoned calls. Summary info—Sum of the records in this column. |
|
Displays the LPA (Lines Per Agent) value for a campaign at the end of the half hour interval. For Progressive campaigns, the LPA value is configured through the Unified CCX Application Administration web interface. For Predictive campaigns, the LPA value is calculated by the predictive algorithm. |
|
Call abandon rate since the statistics were last reset. Abandon rate = (Abandoned / Voice + Abandoned) x 100 |
You can filter using the following parameter:
Displays half-hourly information for the specified progressive or predictive campaigns. |
Data is grouped by the following field:
Field |
Result |
---|---|
Campaign |
Sorts data by campaign name. |
The IVR Outbound Campaign Summary Report presents call statistics for each outbound Interactive Voice Response (IVR) campaign. This report displays the call summary for progressive and predictive outbound campaigns.
Note | The report displays data only for the campaigns for which at least one contact is dialed out in the selected time range. |
None
The report includes a table that displays the following information:
Total number of contacts that are imported for the campaign. The number of contacts include all the contacts that were imported at the time the report is generated and is independent of the end date that you choose when you generated the report. Contacts—Total = Imported contacts in the campaign that are yet to be dialed out (including the contacts that are marked for retry or callback) + Contacts that are deleted from the start date + Contacts that are closed by the system from the day before the start date (either the contacts are dialed out successfully or the maximum number of attempts are made to dial the contact). Summary info—Sum of the records in this column. |
|
Number of attempted outbound IVR contacts. Summary info—Sum of the records in this column. |
|
Number of contacts that are yet to be dialed out including the contacts that are marked for retry, callback, and the contacts that will never be dialed out as they are deleted from the campaign after importing. The contacts include data till the time the report is generated and is independent of the end date that is chosen while generating the report. If there are no contacts that are to be retried or called back, then Total contacts = Attempted contacts + Remaining contacts. Summary info—Sum of the records in this column. |
|
Percentage of attempted outbound IVR calls. Attempted % = (Attempted / Total Contacts) * 100 Summary info—Overall attempted percentage |
|
Number of outbound calls that are detected as live voice and connected to the IVR trigger. Summary info—Sum of the records in this column. |
|
Number of outbound IVR calls that reach an answering machine. Summary info—Sum of the records in this column. |
|
Number of outbound IVR calls that reach an invalid number. Summary info—Sum of the records in this column. |
|
Number of outbound IVR calls that reach a fax or modem. Summary info—Sum of the records in this column. |
|
Number of outbound IVR calls that are not answered. Summary info—Sum of the records in this column. |
|
Number of outbound IVR calls that receive a busy signal. Summary info—Sum of the records in this column. |
|
Number of outbound IVR calls that failed. Summary info—Sum of the records in this column. |
|
Number of outbound IVR calls that are abandoned by the customer. Summary info—Sum of the records in this column. |
|
Number of outbound IVR calls that are abandoned by the system. Summary info—Sum of the records in this column. |
You can filter using the following parameter:
Displays information for the specified outbound IVR campaigns. |
Data is grouped by the following field:
Field |
Result |
---|---|
Campaign |
Sorts data by campaign name. |
The IVR Outbound CCDR Report provides Interactive Voice Response (IVR) call-related information, which is stored in the Unified CCX database. This report provides information for each leg of a call.
None
The report includes a table that displays the following information:
Node ID is the unique numeric ID, which starts from 1, that the system assigns to each Unified CCX server in the cluster. Session ID is the unique session ID that the system assigns to a call. Session sequence number is the number that the system assigns to each call leg. The session sequence number increases by 1 for each leg of a call. Together, these three values uniquely identify an Automatic Call Distribution (ACD) call that is processed by the system. |
|
End Time |
Date and time the call is disconnected or transferred. |
|
|
|
|
Login ID of the agent. This field is populated only if Originator—Type is 1. This field is populated only if the call is transferred from the script to an agent. |
|
Originator's telephone number. |
|
|
|
Login ID of the agent. This field is populated only if Destination—Type is 1. This field is blank unless the call is made to a extension where the agent is logged in. |
|
Destination telephone number. |
|
Number that is dialed by the outbound IVR dialer. It can be either a route point number or the dialed telephone number. |
|
Unified CCX or Unified IP IVR application that is associated with the route point. |
|
Status of the contact that was imported to dial out an outbound call. The call status value is updated with the most recent status of the contact.
|
|
Call result value for the outbound call. The call result value is updated for each call that was placed for an outbound contact.
|
|
You can filter using the following parameter:
None
The IVR Outbound Half Hourly Report provides information about the progressive and predictive outbound Interactive Voice Response (IVR) calls for every half hour in the time range when the campaign is active.
Note | The campaign may stop few seconds after the specified End Time. Therefore, the report may provide information for an additional half hour interval. This half hour interval has information for the outbound calls that are dialed out before the campaign End Time, response for which is received after the campaign End Time. |
The following chart is available:
Chart Name |
Description |
---|---|
Total Attempted, Abandoned, Voice Calls by Campaign |
Number of attempted calls, abandoned calls, and voice calls for a campaign. |
The report includes a table that displays the following information:
Name of the IVR outbound campaign for which the data is recorded. |
|
Summary info—Sum of the records in this column. |
|
Total Live Voice Calls |
Summary info—Sum of the records in this column. |
Summary info—Sum of the records in this column. |
|
Displays the LPP (Lines Per Port) value for a campaign at the end of the half hour interval. For Progressive campaigns, the LPP value is configured through the Unified CCX Application Administration web interface. For Predictive campaigns, the LPP value is calculated by the predictive algorithm. |
|
Call abandon rate since the statistics were last reset. Abandon rate = (Abandoned / Voice + Abandoned) x 100 |
You can filter using the following parameter:
Displays half-hourly information for the specified progressive or predictive campaigns. |
Data is grouped by the following field:
Field |
Result |
---|---|
Campaign |
Sorts data by campaign name. |
The Outbound Agent Detail Performance Report provides detailed statistics for each agent by campaign (progressive and predictive). The report also provides the total call details, campaign call details for each agent, and a summary row of the call details for each agent for all agent-based progressive and predictive campaigns. This report is available with the Outbound feature.
The following chart is available:
Displays the number of calls that are transferred by each agent for a campaign. |
The report includes a table that displays the following information:
Number of outbound calls that the agent did not answer. Ring-no-answer (RNA). Summary info—Sum of the records in this column. |
|
Number of outbound calls that are transferred from another agent. The other agent dials the outbound call and transfers it to the agent. Summary info—Sum of the records in this column. |
|
Average time in HH:MM:SS that the agent spends talking on outbound calls. Duration of all calls that are Agent Accepted and classified as Voice. |
|
Longest time in HH:MM:SS that the agent spends talking on an outbound call for the campaign. Calls that are Agent Accepted and classified as Voice are considered. |
You can filter using any one of the following parameters:
Displays information for the agents who belong to the specified resource groups. |
|
Displays information for the agents who have the specified skills. |
|
Displays information for the agents who belong to the specified teams. |
Data is grouped by the following field:
Field |
Result |
---|---|
Agent Name |
Sorts data by agent name. |
The Preview Outbound Agent Detail Performance Report presents detailed statistics for each agent by campaign. The report also presents the total call details, campaign call details for each agent, and a summary row of the call details for each agent for all preview outbound campaigns. This report is available with the Outbound feature.
The following chart is available:
Displays the number of calls that are accepted by each agent for a campaign. |
The report includes a table that displays the following information:
Number of outbound calls that are offered to the agent. Summary info—Sum of the records in this column. |
|
Total number of outbound calls that are accepted by the agent. Summary info—Sum of the records in this column. |
|
Number of outbound calls that are rejected by the agent. Summary info—Sum of the records in this column. |
|
Number of outbound contacts that are closed by the agent. Summary info—Sum of the records in this column. |
|
Number of outbound calls the agent did not answer. Ring-no-answer (RNA). Summary info—Sum of the records in this column. |
|
Number of outbound calls that are transferred from another agent. The agent did not dial an outbound call; the other agent dials the outbound call and transfers it to the agent. Summary info—Sum of the records in this column. |
|
Average time in HH:MM:SS the agent spends talking on outbound calls. Duration of all calls that are Agent Accepted and classified as Voice. |
|
Longest time in HH:MM:SS the agent spends talking on an outbound call for the campaign. Calls that are Agent Accepted and classified as Voice are considered. |
You can filter using any one of the following parameters:
Displays information for the agents who belong to the specified resource groups. |
|
Displays information for the agents who have the specified skills. |
|
Displays information for the agents who belong to the specified teams. |
Data is grouped by the following field:
Field |
Result |
---|---|
Agent Name |
Sorts data by agent name. |
The Preview Outbound Campaign Summary Report presents call summary statistics for each campaign. This report is available with the Unified Outbound Preview Dialer (Outbound) feature.
The following chart is available:
Displays the number of calls that are accepted, rejected, or closed for a campaign. |
The report includes a table that displays the following information:
Total number of contacts that are imported for the campaign. The number of contacts include all the contacts that were imported at the time the report is generated and is independent of the end date that you choose when you generated the report. Contacts—Total = Imported contacts in the campaign that are yet to be dialed out (including the contacts that are marked for retry or callback) + Contacts that are deleted from the start date + Contacts that are closed by the system from the day before the start date (either the contacts are dialed out successfully or the maximum number of attempts are made to dial the contact). Summary info—Sum of the records in this column. |
|||
Number of contacts that are yet to be dialed out including the contacts that are marked for retry, callback, and the contacts that will never be dialed out as they are deleted from the campaign after importing. The contacts include data till the time the report is generated and is independent of the end date that is chosen while generating the report. If there are no contacts that are to be retried or called back, then Total contacts = Attempted contacts + Available contacts. Summary info—Sum of the records in this column. |
|||
Number of outbound contact records that were tried atleast once . Summary info—Sum of the records in this column. |
|||
The percentage of attempted outbound calls. % Attempt = (Attempted / Total Contacts) x 100 Summary info—Overall percentage |
|||
Number of outbound calls that are accepted by agents. Summary info—Sum of the records in this column. |
|||
Number of outbound calls that are skipped or rejected by agents. Summary info—Sum of the records in this column. |
|||
Number of outbound contacts that are closed by agents. Summary info—Sum of the records in this column. |
|||
Number of successful outbound calls. Summary info—Sum of the records in this column. |
|||
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. Summary info—Sum of the records in this column. |
|||
Number of outbound calls with a classification of Fax/Modem. The agent clicks Accept and selects a classification of Fax/Modem for this contact. Summary info—Sum of the records in this column. |
|||
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. Summary info—Sum of the records in this column. |
|||
Number of calls that are marked for callback.
Summary info—Sum of the records in this column. |
|||
Number of outbound contacts where the person who answers the phone is not the customer. Summary info—Sum of the records in this column. |
|||
Number of outbound contacts where the person who answers the phone indicates that the customer does not live there. Summary info—Sum of the records in this column. |
|||
Number of outbound calls where the response is a busy signal. Summary info—Sum of the records in this column. |
|||
Average time in HH:MM:SS the agent spends talking on outbound calls. Duration of all calls that are Agent Accepted and classified as Voice. |
|||
Longest time in HH:MM:SS the agent spends talking on an outbound call for the campaign. Duration of all calls that are Agent Accepted and classified as Voice. Summary info—Maximum value in this column. |
You can filter using the following parameter:
None
The Application Performance Analysis Report presents call statistics for each Unified CCX or Unified IP IVR application.
The following charts are available:
Displays the number of calls that are handled and the number of calls that are abandoned for an application. |
|
The report includes a table that displays the following information:
Identification number that is assigned to the application by Unified CCX. |
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Number of calls that are received by the application including internal calls. It includes calls that are handled by the application and the calls that are abandoned while in the application. A call can invoke more than one application and is counted for each of them. Summary info—Sum of values in this column. |
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Number of calls that are handled by the application including internal calls. Summary info—Sum of values in this column. |
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Number of calls that are abandoned, aborted, or rejected while in the application. Summary info—Sum of values in this column. |
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Average number of calls that are abandoned each hour while in the application. Summary info—Maximum value in this column. |
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Average time that elapsed from the time the call enters this workflow until the call exits this workflow when the caller hangs up or when the call enters another workflow. Summary info—Maximum value in this column. |
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The Application Summary Report presents 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 following chart is available:
Displays the number of calls received by each Unified CCX or Unified IP IVR application. |
The report includes a table that displays the following information:
For outbound calls that are transferred to a Unified CCX route point and handled by an application, the telephone number that is dialed by the caller who initiated the original outbound call. For incoming calls that are handled by an application:
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Number of calls that are received by the application including internal call. This number is equal to the number of calls that are handled by the application plus the number of calls that are abandoned while in the application. Summary info—Sum of values in this column. |
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Number of calls that are redirected to this application from another application by a workflow. It does not include calls that come from another agent or an external system such as a voice messaging system. Summary info—Sum of values in this column. |
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Number of calls that this application sends to another application or external destination without being handled by an agent. Summary info—Sum of values in this column. |
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Number of calls that are handled by the application including internal calls. Summary info—Sum of values in this column. |
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Average queue time to answer calls by agents. Calls that did not connect to an agent are not included in this calculation. |
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Average talk time of all the calls that are handled by an agent. Talk time is the elapsed time between the time that an agent connects to a call and the time the call is disconnected or transferred, not including hold time. Average talk time = Total talk time / Number of calls handled by the agents |
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Average time an agent spends in Work state after disconnecting/transferring calls. Average work time = Total work time / Number of calls handled by the agents |
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Number of calls that are abandoned by the application. Summary info—Sum of values in this column. |
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You can filter using the following parameter:
Filter Parameter |
Result |
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Application Name |
Displays information for the specified applications. |
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The following chart is available:
Chart Name |
Description |
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License Utilization Hourly Report Line |
Displays the maximum number of inbound ports, agent seats, and outbound ports used in an hour. |
The report includes a table that shows the following information:
Field |
Description |
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Date |
Date for which the aggregated license information is displayed. |
Hour |
Hour for which the aggregated license information is displayed. |
Maximum Inbound Ports |
Maximum number of inbound ports that are used in the given date and hour. A blank field indicates that no data is available. Summary info—Maximum value in this column. |
Maximum Inbound Seats |
Maximum number of inbound seats that are used for login of agents and supervisors in the given date and hour. A blank field indicates that no data is available. Summary info—Maximum value in this column. |
Maximum Outbound Ports |
Maximum number of outbound ports that are used in the given date and hour. A blank field indicates that no data is available. Summary info—Maximum value in this column. |
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Data is grouped by the following field:
Field |
Result |
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Date |
Sorts data by date. |