Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Administrator's Guide

Use the CSQ Unified Contact Center Express Stats web page to view real-time 
Unified CCX CSQ information.

Unified CCX reports contain information for calls that have been queued in one 
or more CSQs. If a call is not queued, the reports do not display data for that call. 

Contacts Waiting

Number of Unified CCX contacts waiting to be connected to a resource.

This column also displays how long the oldest contact in the queue has been 
waiting.

A contact is shown as waiting until the call is answered by the agent. 
This means that, even if the phone is ringing at the agent, the contact 
will still show as waiting in RTR.

Contacts Handled

Number of Unified CCX contacts that have been handled by a resource. 

Contacts Abandoned

Number of Unified CCX contacts that have arrived and disconnected before 
being connected to a resource.

Avg Talk Duration

Average duration (in seconds) that resources spend talking on Unified CCX 
contacts. Talk duration starts when a contact first connects to a resource and 
ends when the contact disconnects from the last resource to which it was 
connected.

Talk duration does not include hold time.

Avg Wait Duration

Average wait time (in seconds). It begins when the contact enters the system 
and ends when the contact stops waiting. Wait duration does not include hold 
time. The time a contact spends on a CTI port prior to getting queued is 
included in this report.

Longest Talk Duration

Longest talk duration (in seconds) of an Unified CCX contact. Talk duration 
does not include hold time.

Longest Wait Duration

Longest wait (in seconds) for an Unified CCX contact to be connected to a 
resource. Wait duration does not include hold time.