Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Quick Setup Guide
2-5
Getting Started with Cisco Unified Contact Center Express, Release 6.0(1)
Chapter 2 Features Enabled by Product Licensing
Historical Reports Enabled by Product Licensing
Historical Reports Enabled by Product Licensing
The following table lists the historical reports that come with the Unified CCX packages.
Unified CCX
Yes
Yes
Yes
Unified ICME ACD integration when deployed with
Unified ICME and Unified CCX Gateway PG.
Unified ICME and Unified CCX Gateway PG.
Yes
Yes
Yes
Java
Yes
Yes
Yes
Workflow Step
Premium
Enhanced
Standard
Report Name
Report Description
Premium
Enhanced
Standard
Abandoned Call Detail
Activity Report
Activity Report
Information about calls not answered by an agent
and the caller hangs up or is disconnected.
and the caller hangs up or is disconnected.
Yes
Yes
Yes
Agent Call Summary
Report
Report
Information about each inbound and outbound
call for each agent with the average time spent in
Talk state, Work state, and on hold state.
call for each agent with the average time spent in
Talk state, Work state, and on hold state.
Yes
Yes
Yes
Agent Detail Report
Information about each call picked up and/or
made by an agent when it is dialed to a route point
number.
made by an agent when it is dialed to a route point
number.
Yes
Yes
Yes
Agent Login Logout
Activity Report
Activity Report
Information about the login and logout activities
for each agent with the date, time, reason code,
duration of each session, and the total time for all
sessions.
for each agent with the date, time, reason code,
duration of each session, and the total time for all
sessions.
Yes
Yes
Yes
Agent Not Ready
Reason Code
Summary Report
Reason Code
Summary Report
Information about the length of time each agent
spent in Not Ready state with the reason codes for
each interval.
spent in Not Ready state with the reason codes for
each interval.
Yes
Yes
Yes
Agent State Detail
Report
Report
Information about when each agent changed from
one state to another with the date, time, state
name, reason code, and the length of time in each
state.
one state to another with the date, time, state
name, reason code, and the length of time in each
state.
Yes
Yes
Yes
Agent State Summary
Report (by Agent)
Report (by Agent)
Information about the time spent (grouped by
agent) by each agent in the Not Ready, Ready,
Reserved, Talk, and Work states with the logged
in times and interval details (if specified).
agent) by each agent in the Not Ready, Ready,
Reserved, Talk, and Work states with the logged
in times and interval details (if specified).
Yes
Yes
Yes
Agent State Summary
Report (by Interval)
Report (by Interval)
Information about the time spent (grouped by
interval) by each agent in the Not Ready, Ready,
Reserved, Talk, and Work states with the logged
in times and interval details.
interval) by each agent in the Not Ready, Ready,
Reserved, Talk, and Work states with the logged
in times and interval details.
Yes
Yes
Yes
Agent Summary
Report
Report
Information about agent activities, including call
and agent state activities.
and agent state activities.
Yes
Yes
Yes
Application
Performance Analysis
Report
Performance Analysis
Report
Information about calls received by each Unified
CCX product.
CCX product.
Yes
Yes
Yes
Call Custom Variables
Report
Report
Information about custom variables set in the
Unified CCX workflow associated with this call.
Unified CCX workflow associated with this call.
Yes
Yes
Yes