Inbound Reports

Abandoned Call Detail Activity Report

The Abandoned Call Detail Activity Report presents information about calls that are abandoned.

Charts

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.

Fields

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.

  • 1—Lowest.

  • 10—Highest.

  • N/A—Call is abandoned before a priority is assigned.

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 Criteria

You can filter using the following parameter:

Filter parameter

Result

Agent Names

Displays information for the specified agents.

Grouping Criteria

None

Aborted Rejected Call Detail Report

The Aborted Rejected Call Detail Report presents information about each call that is aborted or rejected by the system.

Charts

The following chart is available:

Chart name

Description

Total Calls by Contact Disposition

Displays the number of calls that are aborted and rejected.

Fields

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.

  • 1 = Incoming. Outside call that is received by Unified CCX.

  • 2 = Outgoing. Call that originated from the Unified CCX Computer Telephony Interface (CTI) port, other than the call that is made within the system.

  • 3 = Internal. Call that is transferred or conferenced between agents, or a call that is made within the system.

  • 4 = Redirect. A previous call leg that redirected the call to this leg.

  • 5 = Transfer-in. A previous call leg that transferred the call to this leg.

  • 6 = Preview Outbound. Call that originated from a Unified CCX agent phone to an outside destination, after an agent accepts a preview call.

  • 7 = IVR Outbound. Call that originated from a Unified CCX outbound dialer to an outside destination for an IVR outbound campaign.

  • 8 = Agent Outbound. Call that originated from a Unified CCX outbound dialer to an outside destination for an agent progressive or predictive outbound campaign.

Contact Disposition

Disposition of the call.

  • 1—Abandoned

  • 2—Handled

  • 4—Aborted

  • 5 to 98—Rejected

  • 99—Cleaned

Abort/Reject Reason

Reason the call is aborted or rejected.

Originator DN (Directory Number)

The originator directory number. This number is the same as the calling number. Originator Type can be agent, device, or unknown.

  • If Originator Type is agent, this field shows the Unified CCX extension of the agent. If the call is attended at the non-IPCC extension, then the non-IPCC extension is displayed. If the call is made from a non-IPCC extension, then the non-IPCC extension is displayed.

  • If Originator Type is device, this field shows the CTI port number.

  • If Originator Type is unknown (through a gateway or an unmonitored device), this field shows the telephone number of the caller.

Destination DN

The destination directory number. Destination Type can be agent, device, or unknown.

  • If Destination Type is agent, this field shows the Unified CCX extension of the agent.

  • If destination type is device, this field shows the CTI port number.

  • If destination type is unknown (through a gateway or an unmonitored device), this field shows the telephone number called.

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.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

Contact Disposition

Displays information for the specified contact disposition.

Grouping Criteria

None

Agent All Fields Report

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.

Charts

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.

Fields

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.

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

Calls that are connected to the agent.

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

  • If the agent transfers a call and the call is transferred back to the agent, this value increases by two.

Calls Abandoned

Calls that are abandoned at the agent level.

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

Not Ready Time-Not Ready

Time that the agent spent in Not Ready state.

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.

Talk Time-% Talking

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.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Resource Group List

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.

Grouping criteria

Data is grouped by the following field:

Field

Result

Agent Name

Sorts data by agent name.

Agent Call Summary Report

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.

Charts

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.

Fields

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 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.

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.

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.

Filter Criteria

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

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.

Grouping criteria

None

Agent Detail Report

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.

Charts

The following chart is available:

Chart name

Description

Agent Detail Report

Displays the average time that an agent spends in Talking and Work states, and the time the agent put the calls on hold.

Fields

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

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.

Call End Time

Date and time the call leg is disconnected or transferred.

Duration

Elapsed time between the call start time and the call end time.

Summary info—Sum of values in this column.

Called Number

Telephone number that the caller dials.

Call ANI

Originator's telephone number. (ANI = Automatic Number Identification)

Call Routed CSQ

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.

Other CSQs

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.

Call Skills

Skills that are associated with the CSQ that handled the call.

Talk Time

  • Unified CCX calls—Elapsed time between the time an agent connects to the call and the time the call is disconnected or transferred, not including the hold time.

  • Non-Unified CCX calls—Elapsed time between the time an agent connects to the call and the time the call is disconnected or transferred.

Summary info—Sum of values in this column.

Hold Time

Total time the agent put the calls on hold. Not applicable for non-Unified CCX calls.

Summary info—Sum of values in this column.

Work Time

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.

Call Type

Type of call.

  • 1 = Conference.—Conference call.

  • 2 = Inbound ACD.—Unified CCX call that is handled by an agent.

  • 3 = Inbound non-ACD on IPCC.—Non-Unified CCX call that is received by the agent on a Unified CCX extension.

  • 4 = Inbound non-ACD on non-IPCC.—Non-Unified CCX call that is received by the agent on a non-Unified CCX extension.

  • 5 = Outbound on IPCC.—Call that an agent dials on a Unified CCX extension.

  • 6 = Outbound on non-IPCC.—Call that an agent dials on a non-Unified CCX extension.

  • 7 = Transfer-In.—Call that is transferred to an agent.

  • 8 = Transfer-Out.—Call that the agent transfers out.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Resource Group Name

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

Agent Names

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.

Call Type

Displays information for the specified call types.

Grouping Criteria

None

Agent Login Logout Activity Report

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.

Charts

The following chart is available:

Chart name

Description

Agent Login Logout Activity Report

Displays total logged-in time for each agent.

Fields

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.

Agent Login Details—LBLT

Less-than sign (<) indicates that the agent logged in before the report period. (LBLT = Logged In Before Login Time)

Agent Login Details—Login Time

Date and time that the agent logged in.

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)

Agent Logout Details—Logout Time

Date and time that the agent logged out.

Logout Reason Code

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.

To view the list of reason codes and their descriptions, see the "Predefined reason codes" section below.

Logged-In Duration

Elapsed time between the login time and the logout time.

Summary info—Sum of values in this column.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Agent Names

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.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Agent Name

Sorts data by agent name.

Predefined Reason Codes

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
READY

Supervisor changes an agent’s state to either Ready or Not Ready.

32745

OUTBOUND

OUTBOUND_WORK_REASONCODE

This reason code is set when an agent goes into the Work state to select a wrap up code after ending an outbound call.

32746

OUTBOUND

AGENT_RESERVED_OUTBOUND_DIRECTPREVIEW

This reason code is set when an agent goes into a Reserved state for a direct preview outbound call.

32747

OUTBOUND

AGENT_RESERVED_OUTBOUND

This reason code is set when an agent goes into a Reserved state for an agent progressive or predictive outbound call.

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_
CHANGED

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.

Attention 

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.

Attention 

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

Agent moves to Not Ready state after handling a Unified CCX call. This event occurs in the following cases:

  • Agent 1 is in Not Ready state and gets a consult call from Agent 2. After handling the call, Agent 1 moves back to Not Ready state.

  • The Automatic Available option is disabled for the agent. After handling a call, agent moves to Not Ready state.

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.

32766

Logout

CLOSE_FINESSE_DESKTOP

Agent manually logs out from the Finesse Desktop using the default Logout (without any custom reason label) option.

32767

Logout

AGT_RELOGIN

Agent is logged in to one device (computer or phone) and tries to log in to a second device.

Agent Not Ready Reason Code Summary Report

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.

Charts

The following chart is available:

Chart name

Description

Agent Not Ready Reason Code Summary Report

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.

Fields

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.

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

Total time that the agent is logged in to Unified CCX.

Summary info—Sum of values in this column.

Total Not Ready

Total time that an agent spent in Not Ready state.

Summary info—Sum of values in this column.

Time in RC n1

Time that an agent spent in Not Ready state for the system-defined RC n1.

Summary info—Sum of values in this column.

Time in RC n2

Time that an agent spent in Not Ready state for the system-defined RC n2.

Summary info—Sum of values in this column.

Time in RC n3

Time that an agent spent in Not Ready state for the system-defined RC n3.

Summary info—Sum of values in this column.

Time in RC n4

Time that an agent spent in Not Ready state for the system-defined RC n4.

Summary info—Sum of values in this column.

Time in RC n5

Time that an agent spent in Not Ready state for the system-defined RC n5.

Summary info—Sum of values in this column.

Time in RC n6

Time that an agent spent in Not Ready state for the system-defined RC n6.

Summary info—Sum of values in this column.

Time in RC n7

Time that an agent spent in Not Ready state for the system-defined RC n7.

Summary info—Sum of values in this column.

Time in RC n8

Time that an agent spent in Not Ready state for the system-defined RC n8.

Summary info—Sum of values in this column.

Time in Other RCs

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.

To view the list of reason codes and their descriptions, see the "Predefined reason codes" section below.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Interval Length

The following options are available:

  • Entire report range—Displays information based on the set start and end time, but it does not display information for specific intervals within the report period.

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

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

Note 

If you choose either "Thirty (30) minutes" or "Sixty (60) minutes" option, the report may take more time to display results compared to the "Entire report range" option. To reduce processing time, generate the report for a shorter query interval.

Resource Group Names

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 information for up to 16 selected reason codes. Additional reason codes are listed under Time in Other RCs.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Agent Name

Sorts data by agent name.

Predefined Reason Codes

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
READY

Supervisor changes an agent’s state to either Ready or Not Ready.

32745

OUTBOUND

OUTBOUND_WORK_REASONCODE

This reason code is set when an agent goes into the Work state to select a wrap up code after ending an outbound call.

32746

OUTBOUND

AGENT_RESERVED_OUTBOUND_DIRECTPREVIEW

This reason code is set when an agent goes into a Reserved state for a direct preview outbound call.

32747

OUTBOUND

AGENT_RESERVED_OUTBOUND

This reason code is set when an agent goes into a Reserved state for an agent progressive or predictive outbound call.

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_
CHANGED

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.

Attention 

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.

Attention 

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

Agent moves to Not Ready state after handling a Unified CCX call. This event occurs in the following cases:

  • Agent 1 is in Not Ready state and gets a consult call from Agent 2. After handling the call, Agent 1 moves back to Not Ready state.

  • The Automatic Available option is disabled for the agent. After handling a call, agent moves to Not Ready state.

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.

32766

Logout

CLOSE_FINESSE_DESKTOP

Agent manually logs out from the Finesse Desktop using the default Logout (without any custom reason label) option.

32767

Logout

AGT_RELOGIN

Agent is logged in to one device (computer or phone) and tries to log in to a second device.

Agent State Detail Report

The Agent State Detail Report presents information that is related to agent state changes.

Charts

The following chart is available:

Chart name

Description

Agent State Detail Report

Displays time spent by the agent in agent states.

Fields

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.

To view the list of reason codes and their descriptions, see the "Predefined reason codes" section below.

Duration

Time that the agent spent in a state.

Filter Criteria

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

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.

Grouping Criteria

None

Predefined Reason Codes

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
READY

Supervisor changes an agent’s state to either Ready or Not Ready.

32745

OUTBOUND

OUTBOUND_WORK_REASONCODE

This reason code is set when an agent goes into the Work state to select a wrap up code after ending an outbound call.

32746

OUTBOUND

AGENT_RESERVED_OUTBOUND_DIRECTPREVIEW

This reason code is set when an agent goes into a Reserved state for a direct preview outbound call.

32747

OUTBOUND

AGENT_RESERVED_OUTBOUND

This reason code is set when an agent goes into a Reserved state for an agent progressive or predictive outbound call.

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_
CHANGED

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.

Attention 

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.

Attention 

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

Agent moves to Not Ready state after handling a Unified CCX call. This event occurs in the following cases:

  • Agent 1 is in Not Ready state and gets a consult call from Agent 2. After handling the call, Agent 1 moves back to Not Ready state.

  • The Automatic Available option is disabled for the agent. After handling a call, agent moves to Not Ready state.

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.

32766

Logout

CLOSE_FINESSE_DESKTOP

Agent manually logs out from the Finesse Desktop using the default Logout (without any custom reason label) option.

32767

Logout

AGT_RELOGIN

Agent is logged in to one device (computer or phone) and tries to log in to a second device.

Agent State Summary by Agent Report

The Agent State Summary by Agent Report presents the length and percentage of time that the agent spent in all the states.

Charts

The following chart is available:

Chart name

Description

Time Spent in Agent State by Agent

Displays the time spent by the agent in each agent state.

Fields

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.

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 Time

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.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Interval Length

The following options are available:

  • Entire report range—Displays information based on the set start and end time, but it does not display information for specific intervals within the report period.

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

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

Note 

If you choose either "Thirty (30) minutes" or "Sixty (60) minutes" option, the report may take more time to display results compared to the "Entire report range" option. To reduce processing time, generate the report for a shorter query interval.

Resource Group Names

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

  • For logged-in and idle time, displays information of the agent, only for the time when the agent belonged to one of the selected resource groups.

  • For all other report parameters, displays information of the agent without considering the time when the agent belonged to one of the selected resource groups.

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

  • For logged-in and idle time, this report displays information of the agent, only for the time when the agent was associated with one of the selected skills.

  • For all other report parameters, this report displays information of the agent without considering the time when the agent was associated with one of the selected skills.

Team Names

Displays information for agents who belong to the specified teams.

  • For logged-in and idle time, this report displays information of the agent, only for the time when the agent belonged to one of the selected teams.

  • For all other report parameters, this report displays information of the agent without considering the time when the agent belonged to one of the selected teams.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Agent Name

Sorts data by agent name.

Agent State Summary by Interval Report

The Agent State Summary by Interval Report presents the duration and percentage of time that the agent spent in the agent states.

Charts

The following chart is available:

Chart name

Description

Time Spent in Agent State by Interval

Displays the time spent by agents in agent states.

Fields

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.

Interval Start Time

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 Logged-in

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.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Interval Length

The following options are available:

  • Entire report range—Displays information based on the set start and end time, but it does not display information for specific intervals within the report period.

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

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

Note 

If you choose either "Thirty (30) minutes" or "Sixty (60) minutes" option, the report may take more time to display results compared to the "Entire report range" option. To reduce processing time, generate the report for a shorter query interval.

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.

Grouping Criteria

None

Agent Summary Report

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.

Charts

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.

Fields

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.

Average Logged in Time

Average logged-in time = Logged-in time of the agent / Number of logged-in sessions of the agent

Calls Handled

Calls that are connected to the agent.

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

  • If the agent transfers a call and the call is transferred back to the agent, this value increases by two.

Summary info—Sum of values in this column.

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).

Summary info—Sum of values in this column.

Handle Ratio

Handle ratio = Calls that the agent handled / Calls that are routed to the agent

Summary info—Overall percentage.

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.

Filter Criteria

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.

Filter parameter

Result

Resource Group Names

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

  • For logged-in and idle time, displays information of the agent, only for the time when the agent belonged to one of the selected resource groups.

  • For all other report parameters, displays information of the agent without including the time when the agent belonged to one of the selected resource groups.

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

  • For logged-in and idle time, displays information of the agent, only for the time when the agent was associated with one of the selected skills.

  • For all other report parameters, displays information of the agent without including the time when the agent was associated with one of the selected skills.

Team Names

Displays information for agents who belong to the specified teams.

  • For logged-in and idle time, this report displays information of the agent, only for the time when the agent belonged to one of the selected teams.

  • For all other report parameters, this report displays information of the agent without including the time when the agent belonged to one of the selected teams.

Top N Calls Handled / Presented Ratio

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

Bottom N Calls Handled / Presented Ratio

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

Top N Avg Hold Time

Displays information for agents with the longest average hold times.

Bottom N Avg Hold Time

Displays information for agents with the shortest average hold times.

Top N Avg Talk Time

Displays information for agents with the longest average talk times.

Bottom N Avg Talk Time

Displays information for agents with the shortest average talk times.

Top N Avg Work Time

Displays information for agents with the longest average work times.

Bottom N Avg Work Time

Displays information for agents with the shortest average work times.

Top N Avg Handle Time

Displays information for agents with the longest average handle times.

Bottom N Avg Handle Time

Displays information for agents with the shortest average handle times.

Grouping Criteria

None

Agent Wrap-up Data Summary Report

The Agent Wrap-up Data Summary Report presents information about wrap-up data.

Charts

The following charts are available:

Chart name

Description

Total ACD Calls by Wrap-up Data

Displays the number of calls handled by agents for a wrap-up data.

Avg Handle, Talk, Work Time by Wrap-up Data

Displays the handle time, talk time, and work time by agents for a wrap-up data.

Fields

The report includes a table that displays the following information:

Field

Description

Wrap-Up Data

Wrap-up data entered by the agent in Work state.

Total ACD Calls

Automatic Call Distribution (ACD) calls that are associated with the wrap-up data.

Summary info—Sum of values in this column.

Total Handle

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

Average handle time = Total handle time / Total ACD calls for this wrap-up data

Summary info—Overall percentage.

Max Handle

Maximum handle time of the ACD calls that are associated with the wrap-up data.

Summary info—Maximum value in this column.

Total Talk

Total time that the agent spent in Talking state.

Summary info—Sum of values in this column.

Avg Talk

Average talk time = Total talk time / Total ACD calls for this wrap-up data

Summary info—Overall percentage.

Max Talk

Maximum time that the agent spent in Talking state.

Summary info—Maximum value in this column.

% Talk / Handle

% 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 Work

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.

Avg Work

Average work time = Total work time / Total ACD calls for this wrap-up data

Summary info—Overall percentage.

Max Work

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 / Handle

% 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.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

Wrap Up Data List

Displays statistics of the specified wrap-up data.

Grouping Criteria

None

Grouping Criteria

Agent Wrap-up Data Detail Report

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.

Charts

The following chart is available:

Chart name

Description

Total Calls by Agent and Wrap-up Data

Displays the number of calls that are handled by agents for a wrap-up data.

Fields

The report includes a table that shows the following information:

Field

Description

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Extension

Unified CCX extension that Unified Communications Manager assigned to the agent.

NodeID-SessionID-Seq Number

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.

Call Start Time

Date and time that the agent is connected to the call.

Call End Time

Date and time that the call is disconnected by the agent.

Call ANI

Telephone number of the calling party. (ANI = Automatic Number Identification)

Called Number

Telephone number that is dialed by the calling party.

Call Routed CSQ

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.

Talk Time

Time that the agent spent in Talking state.

Summary info—Sum of values in this column.

Hold Time

Time that the agent put the calls on hold.

Summary info—Sum of values in this column.

Work Time

Time that the agent spent in Work state after the call.

Summary info—Sum of values in this column.

Wrap-up Data

Wrap-up data that is entered by the agent in Work state.

Filter Criteria

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

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.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Agent Name

Sorts data by agent name.

Call Custom Variables Report

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.

Charts

None

Fields

The report includes a table that shows 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.

Start Time

Date and time the call starts.

End Time

Date and time the call was disconnected, transferred, or redirected.

Contact Disposition

Disposition of the call.

  • 1—Abandoned

  • 2—Handled

  • 4—Aborted

  • 5 to 98—Rejected

  • 99—Cleaned

Agent Name

First name and last name of the agent.

Application Name

Unified CCX or Unified IP IVR application that is associated with the route point.

Custom Variable 1

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.

Custom Variable 2

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.

Custom Variable 3

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.

Custom Variable 4

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.

Custom Variable 5

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.

Custom Variable 6

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.

Custom Variable 7

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.

Custom Variable 8

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.

Custom Variable 9

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.

Custom Variable 10

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.

Filter Criteria


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:

Filter Parameter

Result

Original Called Number

Displays information for the specified original called numbers.

Called Number

Displays information for the specified called numbers.

Calling Number

Displays information for the specified calling numbers. The calling number is the same as the Originator DN.

Application Name

Displays information for the specified applications.

Contact Type

Displays information for the specified contact types.

  • 1 = Incoming. Outside call that is received by Unified CCX.

  • 2 = Outgoing. Call that originated from the Unified CCX Computer Telephony Interface (CTI) port, other than the call that is made within the system.

  • 3 = Internal. Call that is transferred or conferenced between agents, or a call that is made within the system.

  • 4 = Redirect. A previous call leg that redirected the call to this leg.

  • 5 = Transfer-in. A previous call leg that transferred the call to this leg.

  • 6 = Preview Outbound. Call that originated from a Unified CCX agent phone to an outside destination, after an agent accepts a preview call.

  • 7 = IVR Outbound. Call that originated from a Unified CCX outbound dialer to an outside destination for an IVR outbound campaign.

  • 8 = Agent Outbound. Call that originated from a Unified CCX outbound dialer to an outside destination for an agent progressive or predictive outbound campaign.

Originator Type

Displays information for the specified originator types.

  • 1= Agent. Call that originated from an agent. Displays the Unified CCX extension of the agent.

  • 2 = Device. Call that originated from a device that is not associated to an agent or from a device that is associated to an agent, but the agent is not currently logged in. Displays the Computer Telephony Interface (CTI) port number that is associated with the route point that the caller dialed.

  • 3 = Unknown. Call that originated from an outside caller through a gateway or from an unmonitored device. Displays the telephone number of the caller.

Destination Type

Displays information for the specified destination types.

  • 1 = Agent. Call that is presented to an agent. Displays the Unified CCX extension or the non-Unified CCX extension of the agent.

  • 2 = Device. Call that is presented to a route point. Displays the CTI port number that is associated with the route point on which the call is answered.

  • 3 = Unknown. Call that is presented either to an outside destination through a gateway or to an unmonitored device. Displays the telephone number that is dialed.

Duration Greater Than Equal to T seconds

Displays calls with duration greater than or equal to the number of seconds specified by T.

Duration Less Than Equal to T seconds

Displays calls with duration less than or equal to the number of seconds specified by T.

Custom Variable 1

Displays calls for which Custom Variable 1 contains the string or any of the substrings.

Custom Variable 2

Displays calls for which Custom Variable 2 contains the string or any of the substrings.

Custom Variable 3

Displays calls for which Custom Variable 3 contains the string or any of the substrings.

Custom Variable 4

Displays calls for which Custom Variable 4 contains the string or any of the substrings.

Custom Variable 5

Displays calls for which Custom Variable 5 contains the string or any of the substrings.

Custom Variable 6

Displays calls for which Custom Variable 6 contains the string or any of the substrings.

Custom Variable 7

Displays calls for which Custom Variable 7 contains the string or any of the substrings.

Custom Variable 8

Displays calls for which Custom Variable 8 contains the string or any of the substrings.

Custom Variable 9

Displays calls for which Custom Variable 9 contains the string or any of the substrings.

Custom Variable 10

Displays calls for which Custom Variable 10 contains the string or any of the substrings.

Any Custom Variable

Displays calls with any of the 10 custom variables containing the string or any of the substrings.

Grouping Criteria

None

Called Number Summary Activity Report

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.

Charts

The following charts are available:

Chart name

Description

Average Call Duration by Called Number

Displays the average call time for a dialed number.

Total Calls by Called Number

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

Fields

The report includes a table that displays the following information:

Field

Description

Called Number

Route point number associated with the application or extension of the destination agent.

Call Type

Call to an application or call to an agent.

  • 1 = Conference.—Conference call.

  • 2 = Inbound ACD.—Unified CCX call that is handled by an agent.

  • 3 = Inbound non-ACD on IPCC.—Non-Unified CCX call that is received by the agent on a Unified CCX extension.

  • 4 = Inbound non-ACD on non-IPCC.—Non-Unified CCX call that is received by the agent on a non-Unified CCX extension.

  • 5 = Outbound on IPCC.—Call that an agent dials on a Unified CCX extension.

  • 6 = Outbound on non-IPCC.—Call that an agent dials on a non-Unified CCX extension.

  • 7 = Transfer-In.—Call that is transferred to an agent.

  • 8 = Transfer-Out.—Call that the agent transfers out.

Total Calls

Number of calls to each number.

Summary info—Sum of values in this column.

Avg Calls (per day)

Average number of calls per day.

Avg Call Duration

Average duration of calls to each telephone number.

Filter Criteria

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.

Grouping criteria

None

Common Skill CSQ Activity Report

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).

Charts

The following chart is available:

Chart name

Description

Common Skill CSQ Activity Report

Displays number of handled calls and abandoned calls for a day.

Fields

The report includes a table that displays the following information:

Field

Description

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.

Interval End Time

End date and time of each 30 or 60 minute interval or the end date and time for the report range.

CSQ Name

Name of the CSQ that routed the call to the agent.

Calls Presented—Total

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.

Calls Presented—Avg Queue Time

Average queue time for the calls routed to the CSQ.

Calls Presented— Max Queue Time

Longest queue of all calls routed to the CSQ (abandoned, handled, aborted, or rejected).

Calls Handled—Total

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.

Calls Handled—Avg Handle Time

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

Calls Handled—Max Handle Time

Longest handle time for any call that the CSQ handled.

Summary info—Maximum value in this column.

Calls Abandoned—Total

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.

Calls Abandoned—Avg Queue Time

Average time that the calls spent in the queue before being abandoned.

Calls Abandoned—Max Queue Time

Maximum time a call spent in the queue before being abandoned.

Service Level—Percentage SL Met

(Calls handled within service level / Calls presented) * 100%

Summary info—Overall percentage.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Interval Length

The following options are available:

  • Entire report range—Displays information based on the set start and end time, but it does not display information for specific intervals within the report period.

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

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

Note 

If you choose either "Thirty (30) minutes" or "Sixty (60) minutes" option, the report may take more time to display results compared to the "Entire report range" option. To reduce processing time, generate the report for a shorter query interval.

CSQ Names

Displays information for the specified CSQs.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Skills

Sorts data by skills.

Contact Service Queue Activity by CSQ Report

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.

Charts

The following charts are available:

Chart name

Description

Calls Handled, Abandoned, and Dequeued by CSQ

Displays the number of calls handled, abandoned, and dequeued for a CSQ.

Total Calls That Met Service Level by 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.

Fields

The report includes a table that displays the following information:

Field

Description

CSQ Name

CSQ to which the call is queued.

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.

Interval End Time

End date and time of each 30 or 60 minute interval or the end date and time for the report range.

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 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.

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.

Percentage of Service Level Met—Only Handled

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 Service Level Met—With No Abandoned Calls

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 Presented

Calls routed to the CSQ regardless of whether an agent picked up the call.

Summary info—Sum of values in this column.

Calls Handled—Handled

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.

Calls Abandoned—Abandoned

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.

Calls Dequeued—Dequeued

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.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Interval Length

The following options are available:

  • Entire report range—Displays information based on the set start and end time, but it does not display information for specific intervals within the report period.

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

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

Note 

If you choose either "Thirty (30) minutes" or "Sixty (60) minutes" option, the report may take more time to display results compared to the "Entire report range" option. To reduce processing time, generate the report for a shorter query interval.

CSQ Names

Displays information for the specified CSQs.

Grouping Criteria

None

Contact Service Queue Activity by Window Duration

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.

Charts

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.

Fields

The report includes a table that displays the following information:

Field

Description

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.

Calls Abandoned-Abandoned

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.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Interval Length

The following options are available:

  • Entire report range -Displays information based on the set start and end time, but it does not display information for specific intervals within the report period.

  • Fifteen (15) minutes -Displays information for 15 minute intervals within the report period. The first interval begins at the report start time, the next interval begins 15 minutes after the report start time, and so on.

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

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

Note 

If you choose either "Fifteen (15) minutes" or "Thirty (30) minutes" or "Sixty (60) minutes" option, the report may take more time to display results compared to the "Entire report range" option. To reduce processing time, generate the report for a shorter query interval.

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.

Grouping criteria

Data is grouped by the following field:

Field

Result

CSQ Name

Sorts data by CSQ name.

Date

Sorts data by Interval Start Time.

Contact Service Queue Activity Report

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.

Charts

The following charts are available:

Chart name

Description

Average Handle Time by CSQ

Displays the average handle time for handled calls for a CSQ.

Average Speed of Answer by CSQ

Displays the average speed of answer for handled calls for a CSQ.

Average Time to Abandon by CSQ

Displays the average time calls spent in the queue before being abandoned from a CSQ.

Average Time to Dequeue by CSQ

Displays the average time calls spent in the queue before being dequeued from a CSQ.

Max Queue Time For Call Presented by CSQ

Longest queue time the calls spent in queue for a CSQ.

Fields

The report includes a table that displays the following information:

Field

Description

CSQ Name

CSQ to which the call is queued.

CSQ ID

Unique ID of the CSQ.

Skills

Skills that are associated with the CSQ to which the call is routed.

Calls Presented

Number of calls routed to the CSQ, regardless of whether an agent picked up the call.

Summary info—Sum of values in this column.

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.

Summary info—Maximum value in this column.

Calls Handled

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.

Avg Speed of Answer

Average answer speed = Total queue time / Calls handled

Avg Handle Time

Average handle time for all calls that the CSQ handled.

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 Abandoned

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.

Avg Time to Abandon

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.

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.

Summary info—Maximum value in this column.

Calls Dequeued

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.

Max Time to Dequeue

Longest time any one call spent in the queue before being dequeued.

Summary info—Maximum value in this column.

Calls Handled by Other

Total of the following calls:

  • Calls that are queued for the CSQ, then dequeued by the Dequeue step in a workflow, then marked as handled by the Set Contact Info step in the workflow.
  • Calls that are queued for more than one CSQ and then handled by another CSQ.

Summary info—Sum of values in this column.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

CSQ Names

Displays information for the specified CSQs.

CSQ Type

Includes these options:

  • Resource Group—Displays information for the CSQs that are configured with the Resource Pool Selection Model set to Resource Group in Unified CCX Administration.
  • Skill Group—Displays information for the CSQs that are configured with the Resource Pool Selection Model set to Resource Skills in Unified CCX Administration.

Grouping Criteria

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.

Contact Service Queue Activity Report by Interval

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.

Charts

The following charts are available:

Chart name

Description

Calls Handled, Abandoned and Dequeued by Interval

Displays the number of calls that are handled, abandoned, and dequeued for a Contact Service Queue (CSQ).

Total Calls that met Service Level by Interval

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.

Fields

The report includes a table that displays the following information:

Field

Description

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.

CSQ Name

CSQ to which the call is queued.

Skills

Skills that are associated with the CSQ to which the call is routed.

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 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.

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.

Percentage of Service Level Met—Only Handled

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.

Percentage of Service Level Met—With No Abandoned Calls

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).

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 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—%

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.

Calls Abandoned—Abandoned

Number of calls that were routed to the CSQ and were abandoned.

Summary info—Sum of values in this field.

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.

Calls Dequeued—Dequeued

Number of calls that were dequeued.

Summary info—Sum of values in this field.

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.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Interval Length

The following options are available:

  • Entire report range—Displays information based on the set start and end time, but it does not display information for specific intervals within the report period.

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

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

Note 

If you choose either "Thirty (30) minutes" or "Sixty (60) minutes" option, the report may take more time to display results compared to the "Entire report range" option. To reduce processing time, generate the report for a shorter query interval.

CSQ Names

Displays information for the specified CSQs.

Grouping Criteria

None

Contact Service Queue Call Distribution Summary

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.

Charts

The following charts are available:

Chart name

Description

Total Calls Abandoned by Time Interval & CSQ

Displays the total number of calls that are abandoned in each time interval by a Contact Service Queue (CSQ).

Total Calls Handled by Time Interval and CSQ

Displays the number of calls that are handled in each time interval by a CSQ.

Fields

The report includes a table that displays the following information:

Field

Description

CSQ Name

CSQ to which the call is queued.

CSQ ID

Unique ID of the CSQ.

Call Skills

Skills that are associated with the CSQ to which the call is routed.

Calls Handled

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.

Total/Percentage Calls Handled With Queue Time—0–15 sec

Number of handled calls with a queue time that is less than or equal to 15 seconds.

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 Abandoned

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.

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.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

CSQ Names

Displays information for the specified CSQs.

Time Interval In Seconds

Specify the number of seconds. The default value is 15 seconds.

Grouping Criteria

None

Contact Service Queue Priority Summary

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.

Charts

The following chart is available:

Chart name

Description

Total Calls Presented by CSQ and Call Priority

Displays the number of calls that are routed for each call priority in a CSQ.

Fields

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.

Field

Description

CSQ Name

CSQ to which the call is queued.

CSQ ID

Unique ID of the CSQ.

Call Skills

Skills that are associated with the CSQ to which the call is routed.

Total Calls Presented

Calls that are presented to the CSQ, whether or not an agent picked up the call.

Summary info—Sum of values in this column.

Priority 1 (Low)—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 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.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

Contact Service Queue Name

Displays information for the specified CSQs.

Grouping Criteria

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.

Contact Service Queue Service Level Priority Summary Report

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).

Charts

The following charts are available:

Chart name

Description

Percentage of Calls That Met Service Level

Displays the percentage of calls that are handled within the time entered in the Service Level field for a CSQ.

Total Calls That Met Service Level

Displays the number of calls that are handled within the time entered in the Service Level field for a CSQ.

Fields

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.

Field

Description

CSQ Name

CSQ to which the call is queued.

CSQ ID

Unique ID of the CSQ.

Call Skills

Skills that are associated with the CSQ to which the call is routed.

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 that are routed to the CSQ, regardless of whether an agent picked up the call.

Total Service Level Met

Calls that are answered within the time set in the Service Level field in Unified CCX Administration.

% 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.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

Contact Service Queue Name

Displays information for the specified CSQs.

Grouping Criteria

None

CSQ Agent Summary Report

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.

Charts

The following chart is available:

Chart name

Description

Calls Handled by CSQ and Agent

Displays the number of calls that are handled by agents for a CSQ.

Fields

The report includes a table that shows the following information:

Field

Description

CSQ Name

CSQ to which the call is queued.

CSQ ID

Unique ID of the CSQ.

Agent Name

First and last name of the agent who handled calls for this CSQ.

Extension

Unified CCX extension that Unified Communications Manager assigned to the agent.

Calls Handled

Calls that are queued for this CSQ and answered by this agent during the report period.

Talk Time—Avg

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

Talk Time—Total

Total talk time for all calls that the agent handled for this CSQ.

Work Time—Avg

Average time that an agent spent in Work state after calls.

Average work time = Total work time / Number of handled calls

Work Time—Total

Total time that an agent spent in Work state after receiving calls.

Total Ring Time

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.

Calls On Hold

Calls that the agent put on hold.

Hold Time—Avg

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.

Hold Time—Total

Total time that the call is on hold. Not applicable to non-Unified CCX calls.

Ring No Answer

Calls that were routed to the agent and the agent did not answer.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

CSQ Names

Displays information for the specified CSQs.

Grouping Criteria

None

CSQ All Fields Report

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.

Charts

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.

Fields

The report includes a table that displays the following information:

Field

Description

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.

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%

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.

Avg Speed of Answer

Average answer speed = Total queue time / Calls handled

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

Total of the following calls:

  • Calls that are queued for the CSQ, then dequeued by the Dequeue step in a workflow, then marked as handled by the Set Contact Info step in the workflow.

  • Calls that are queued for more than one CSQ and then handled by another CSQ.

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.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

CSQ Names

Displays information for the specified CSQs.

Grouping criteria

Data is grouped by the following field:

Field

Result

CSQ Name

Sorts data by CSQ name.

Detailed Call by Call CCDR Report

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.)


Note
Unified CCX does not support the translation or modification of the phone number that is used to dial out the outbound calls. This is due to the voice translation rules that are configured in the gateway. Inconsistent behavior is observed in the Answering Machine Treatment also when the translation rules are configured. You can use either of the below two supported methods to modify a dialed number in the gateway:

  • To remove the initial digits of the phone number use forward-digits or digit-strip in the dial peer configuration.

  • To add a prefix to the phone number use prefix in the dial peer configuration.

Charts

The following charts are available:

Chart name

Description

Number of Calls by Contact Disposition

Displays the percentage of calls that were handled, abandoned, aborted, and rejected.

Number of Calls by Originator Type

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).

Fields

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 disconnected, transferred, or redirected.

Contact Type

Contact type of a call.

  • 1 = Incoming. Outside call that is received by Unified CCX.

  • 2 = Outgoing. Call that originated from the Unified CCX Computer Telephony Interface (CTI) port, other than the call that is made within the system.

  • 3 = Internal. Call that is transferred or conferenced between agents, or a call that is made within the system.

  • 4 = Redirect. A previous call leg that redirected the call to this leg.

  • 5 = Transfer-in. A previous call leg that transferred the call to this leg.

  • 6 = Preview Outbound. Call that originated from a Unified CCX agent phone to an outside destination, after an agent accepts a preview call.

  • 7 = IVR Outbound. Call that originated from a Unified CCX outbound dialer to an outside destination for an IVR outbound campaign.

  • 8 = Agent Outbound. Call that originated from a Unified CCX outbound dialer to an outside destination for an agent progressive or predictive outbound campaign.

Contact Disposition

Disposition of a call.

  • 1—Abandoned

  • 2—Handled

  • 4—Aborted

  • 5 to 98—Rejected

  • 99—Cleaned

Originator Type

Originator of the call.

  • 1= Agent. Call that originated from an agent. Displays the Unified CCX extension of the agent.

  • 2 = Device. Call that originated from a device that is not associated to an agent or from a device that is associated to an agent, but the agent is not currently logged in. Displays the Computer Telephony Interface (CTI) port number that is associated with the route point that the caller dialed.

  • 3 = Unknown. Call that originated from an outside caller through a gateway or from an unmonitored device. Displays the telephone number of the caller.

Originator ID

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

Originator DN

Originator telephone number.

Destination Type

Destination of the call.

  • 1 = Agent. Call that is presented to an agent. Displays the Unified CCX extension or the non-Unified CCX extension of the agent.

  • 2 = Device. Call that is presented to a route point. Displays the CTI port number that is associated with the route point on which the call is answered.

  • 3 = Unknown. Call that is presented either to an outside destination through a gateway or to an unmonitored device. Displays the telephone number that is dialed.

Destination ID

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

Destination DN

Destination telephone number.

Called Number

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.

Original Called No.

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.

Queue Time

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.

Talk Time

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.

Hold Time

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.

Work Time

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.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Original Called Number

Displays information for the specified original called numbers.

Called Number

Displays information for the specified called numbers.

Calling Number

Displays information for the specified calling numbers. Calling number is the same as Originator DN.

Application Name

Displays information for the specified applications.

Contact Type

Displays information for the specified contact types.

Originator Type

Displays information for the specified originator types.

Destination Type

Displays information for the specified destination types.

Duration Greater Than or Equal to T seconds

Displays calls with a duration greater than or equal to the number of seconds specified by T. Obtain the value of T from the user input for this parameter.

Duration Less Than or Equal to T seconds

Displays calls with a duration less than or equal to the number of seconds specified by T. Obtain the value of T from the user input for this parameter.

Grouping criteria

None

Detailed Call CSQ Agent Report

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.

Charts

The following chart is available:

Chart name

Description

Total Calls by Called Number

Displays the number of calls to a called number.

Fields

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.

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.

  • 1—Abandoned

  • 2—Handled

  • 4—Aborted

  • 5 to 98—Rejected

  • 99—Cleaned

Originator DN (Calling Number)

The originator directory number. This number is the same as the calling number. Originator Type can be agent, device, or unknown.

  • If Originator Type is agent, this field shows the Unified CCX extension of the agent. If the call is attended at the non-IPCC extension, then the non-IPCC extension is displayed. If the call is made from a non-IPCC extension, then the non-IPCC extension is displayed.

  • If Originator Type is device, this field shows the CTI port number.

  • If Originator Type is unknown (through a gateway or an unmonitored device), this field shows the telephone number of the caller.

Destination (DN)

The destination directory number. Destination Type can be agent, device, or unknown.

  • If Destination Type is agent, this field shows the Unified CCX extension of the agent.

  • If destination type is device, this field shows the CTI port number.

  • If destination type is unknown (through a gateway or an unmonitored device), this field shows the telephone number called.

Called Number

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.

Application Name

Unified CCX or Unified IP IVR application that is associated with the route point.

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.

Queue Time

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.

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.

Talk Time

Time that the agent spent in Talking state.

Summary info—Sum of values in this column.

Work Time

Time that the agent spent in Work state.

Summary info—Sum of values in this column.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Called Number

Displays information for the specified original called numbers.

Calling Number

Displays information for the specified calling numbers. Calling number is the same as Originator DN.

Application Name

Displays information for the specified applications.

Contact Type

Displays information for the specified contact types.

  • 1 = Incoming. Outside call that is received by Unified CCX.

  • 2 = Outgoing. Call that originated from the Unified CCX Computer Telephony Interface (CTI) port, other than the call that is made within the system.

  • 3 = Internal. Call that is transferred or conferenced between agents, or a call that is made within the system.

  • 4 = Redirect. A previous call leg that redirected the call to this leg.

  • 5 = Transfer-in. A previous call leg that transferred the call to this leg.

  • 6 = Preview Outbound. Call that originated from a Unified CCX agent phone to an outside destination, after an agent accepts a preview call.

  • 7 = IVR Outbound. Call that originated from a Unified CCX outbound dialer to an outside destination for an IVR outbound campaign.

  • 8 = Agent Outbound. Call that originated from a Unified CCX outbound dialer to an outside destination for an agent progressive or predictive outbound campaign.

Originator Type

Displays information for the specified originator types.

Destination Type

Displays information for the specified destination types.

Agent Name

Displays information for the specified agents.

CSQ Name

Displays information for the specified CSQs.

Duration Greater Than or Equal to T seconds

Displays calls with a duration that is greater than or equal to the number of seconds specified by T.

Duration Less Than or Equal to T seconds

Displays calls with a duration that is less than or equal to the number of seconds specified by T.

Grouping Criteria

None

Priority Summary Activity Report

The Priority Summary Activity Report presents call information for each call priority.

Charts

The following chart is available:

Chart name

Description

Total Calls by Call Priority

For each priority level that is assigned, the percentage of calls that received that priority is displayed.

Fields

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.

Field

Description

Call Priority

Final priority that the Unified CCX workflow assigns to the call when the call is received.

  • 1—Lowest.

  • 10—Highest.

  • N/A—Call is abandoned before a priority is assigned.

Total Calls

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

Avg Calls (per day)

Daily average number of calls that received a particular priority level as their final priority level.

Total Multi Priority Calls

Calls that ended with a different priority level than the priority that was assigned when the call was received.

Avg Priority Changes

Average number of calls per day that ended with a different priority level than the priority that was assigned when the call was received.

Max Priority Changes

Maximum difference between a priority level assigned to a call when it was received and the priority level set when the call ended.

Avg Multi Priority Calls

Average difference between a priority level assigned to a call when it was received and the priority level set when the call ended.

Filter Criteria

You can filter using the following parameter:

Filter parameter

Result

Priority List

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

Grouping Criteria

None

Reason Code Report by Agent Grouping

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.

Charts

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.

Fields

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.

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

Total time that the agent is logged in to Unified CCX.

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.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Interval Length

The following options are available:

  • Entire report range -Displays information based on the set start and end time, but it does not display information for specific intervals within the report period.

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

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

Note 

If you choose either "Thirty (30) minutes" or "Sixty (60) minutes" option, the report may take more time to display results compared to the "Entire report range" option. To reduce processing time, generate the report for a shorter query interval.

Resource Group Names

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.

Grouping criteria

Data is grouped by the following field:

Field

Result

Agent Name

Sorts data by agent name.

Predefined Reason Codes

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
READY

Supervisor changes an agent’s state to either Ready or Not Ready.

32745

OUTBOUND

OUTBOUND_WORK_REASONCODE

This reason code is set when an agent goes into the Work state to select a wrap up code after ending an outbound call.

32746

OUTBOUND

AGENT_RESERVED_OUTBOUND_DIRECTPREVIEW

This reason code is set when an agent goes into a Reserved state for a direct preview outbound call.

32747

OUTBOUND

AGENT_RESERVED_OUTBOUND

This reason code is set when an agent goes into a Reserved state for an agent progressive or predictive outbound call.

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_
CHANGED

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.

Attention 

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.

Attention 

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

Agent moves to Not Ready state after handling a Unified CCX call. This event occurs in the following cases:

  • Agent 1 is in Not Ready state and gets a consult call from Agent 2. After handling the call, Agent 1 moves back to Not Ready state.

  • The Automatic Available option is disabled for the agent. After handling a call, agent moves to Not Ready state.

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.

32766

Logout

CLOSE_FINESSE_DESKTOP

Agent manually logs out from the Finesse Desktop using the default Logout (without any custom reason label) option.

32767

Logout

AGT_RELOGIN

Agent is logged in to one device (computer or phone) and tries to log in to a second device.

Reason Code Report - Reason Grouping

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.

Charts

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.

Fields

The report includes a table that displays the following information:

Field

Description

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.

Filter Criteria

You can filter using any one of the following parameters:

Filter parameter

Result

Interval Length

The following options are available:

  • Entire report range -Displays information based on the set start and end time, but it does not display information for specific intervals within the report period.

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

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

Note 

If you choose either "Thirty (30) minutes" or "Sixty (60) minutes" option, the report may take more time to display results compared to the "Entire report range" option. To reduce processing time, generate the report for a shorter query interval.

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.

Grouping criteria

Data is grouped by the following field:

Field

Result

Reason Code

Sorts data by reason code.

Predefined Reason Codes

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
READY

Supervisor changes an agent’s state to either Ready or Not Ready.

32745

OUTBOUND

OUTBOUND_WORK_REASONCODE

This reason code is set when an agent goes into the Work state to select a wrap up code after ending an outbound call.

32746

OUTBOUND

AGENT_RESERVED_OUTBOUND_DIRECTPREVIEW

This reason code is set when an agent goes into a Reserved state for a direct preview outbound call.

32747

OUTBOUND

AGENT_RESERVED_OUTBOUND

This reason code is set when an agent goes into a Reserved state for an agent progressive or predictive outbound call.

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_
CHANGED

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.

Attention 

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.

Attention 

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

Agent moves to Not Ready state after handling a Unified CCX call. This event occurs in the following cases:

  • Agent 1 is in Not Ready state and gets a consult call from Agent 2. After handling the call, Agent 1 moves back to Not Ready state.

  • The Automatic Available option is disabled for the agent. After handling a call, agent moves to Not Ready state.

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.

32766

Logout

CLOSE_FINESSE_DESKTOP

Agent manually logs out from the Finesse Desktop using the default Logout (without any custom reason label) option.

32767

Logout

AGT_RELOGIN

Agent is logged in to one device (computer or phone) and tries to log in to a second device.

Traffic Analysis Report

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.

Charts

The following charts are available:

Chart name

Description

Average Call Duration by Date

Displays the average length of calls for a day.

Peak Calls by Date

Displays the number of calls that are received in the peak hour for a day.

Total Incoming Calls by Date

Displays the total number of calls that are received by the Unified CCX system for a day.

Fields

The report includes a table that displays the following information:

Field

Description

Date

Date for which information is provided.

Total Incoming Calls

Total number of calls that are received by the Cisco Unified CCX system for the day.

Summary info—Sum of values in this column.

Avg Calls (per hour)

Average number of calls that are received during each hour for the day.

Summary info—Maximum value in this column.

Peak Calls (by hour)

Number of calls that are received during the peak hour.

Summary info—Maximum value in this column.

Peak Hour—Start

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.

Call Duration—Avg

Average call length for the day.

Summary info—Maximum value in this column.

Call Duration—Min

Length of the shortest call for the day.

Summary info—Minimum value in this column.

Call Duration—Max

Length of the longest call for the day.

Summary info—Maximum value in this column.

Filter Criteria

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.

Grouping Criteria

None