Average Call Duration by Application

Displays average call duration for an application.

Calls Handled vs Abandoned by Application

Displays the number of calls that are handled and the number of calls that are abandoned for an application.

Calls Presented by Application

Displays the number of received calls for an application.

Application ID

Identification number that is assigned to the application by Unified CCX.

Application Name

Name of the Unified CCX or Unified IP IVR application.

Calls Presented

Number of calls that are received by the application including internal calls. It includes calls that are handled by the application and the calls that are abandoned while in the application. A call can invoke more than one application and is counted for each of them.

Summary info—Sum of values in this column.

Calls Handled

Number of calls that are handled by the application including internal calls.

Summary info—Sum of values in this column.

Calls Abandoned

Number of calls that are abandoned, aborted, or rejected while in the application.

Summary info—Sum of values in this column.

Abandon Rate (per hour)

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

Summary info—Maximum value in this column.

Avg Call Duration

Average time that elapsed from the time the call enters this workflow until the call exits this workflow when the caller hangs up or when the call enters another workflow.

Summary info—Maximum value in this column.

Calls Presented by Application

Displays the number of calls received by each Unified CCX or Unified IP IVR application.

Application Name

Name of the Unified CCX or Unified IP IVR application.

Called Number

For outbound calls that are transferred to a Unified CCX route point and handled by an application, the telephone number that is dialed by the caller who initiated the original outbound call.

For incoming calls that are handled by an application:

• If the call is placed from a Unified Communications Manager phone, the telephone number that is dialed by the caller.
• If the call is placed from outside of VoIP network (for example, from the PSTN of a TDM PBX), the Unified Communications Manager directory number to which the VoIP gateway routes the call.

Calls Presented

Number of calls that are received by the application including internal call. This number is equal to the number of calls that are handled by the application plus the number of calls that are abandoned while in the application.

Summary info—Sum of values in this column.

Flow-In

Number of calls that are redirected to this application from another application by a workflow. It does not include calls that come from another agent or an external system such as a voice messaging system.

Summary info—Sum of values in this column.

Flow-Out

Number of calls that this application sends to another application or external destination without being handled by an agent.

Summary info—Sum of values in this column.

Calls Handled

Number of calls that are handled by the application including internal calls.

Summary info—Sum of values in this column.

Avg Speed Of Answer

Average queue time to answer calls by agents. Calls that did not connect to an agent are not included in this calculation.

Average queue time = Queue time / Number of calls

Avg Talk Time

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

Average talk time = Total talk time / Number of calls handled by the agents

Avg Work Time

Average time an agent spends in Work state after disconnecting/transferring calls.

Average work time = Total work time / Number of calls handled by the agents

Calls Abandoned

Number of calls that are abandoned by the application.

Summary info—Sum of values in this column.

Avg Abandon Time

Average duration of calls before they are abandoned.

Application Name

Displays information for the specified applications.