Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) User Guide

The Multichannel Agent Contact Summary Report is specific to the Unified EIM 
and the Unified WIM. It shows summary information about each call, e-mail, and 
chat that was received/made (inbound/outbound) by the agent for each agent 
specified.

Multichannel reports are specific to Unified EIM/Unified WIM and use the MS 
SQL 2000 database (installed in a mixed mode authentication). To generate 
combined historical reports, Cisco CRS requires access details for the Unified 
EIM/Unified WIM database (host name or IP address of the server, database 
name, database user, and database password). See the Cisco CRS Administration 
Guide for detailed configuration information.

For inbound Unified CCX calls, this report shows the average time that the agent 
spent in the Talk state, the Work state, and on hold. For non-Unified CCX calls, 
this report shows the average and maximum talk time for the agent. 

For outbound responses, this report shows the average and maximum call time for 
the agent. This report also shows the number of calls transferred to the agent and 
transferred out (to another route point or another agent) by the agent, and the 
number of conference calls in which the agent participated.

The Multichannel Agent Contact Summary Report can include these charts:

Total Inbound, 
Outbound Calls by 
Agent

Total number of calls received and calls made by agents.

Average Talk, Hold, 
Work Time for 
Inbound ACD

For Unified CCX calls received by agents, average time each agent spent in Talk 
state, on hold, and in Work state.

Average, Maximum 
Call Time for 
Outbound Calls

For calls made by agents, average and maximum time each agent spent on the 
call. (The time on a call includes time spent dialing, waiting for an answer, and 
talking).)