Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) User Guide
Chapter 3 Descriptions of Historical Reports
Report Details
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Cisco CRS Historical Reports User Guide, Release 6.0(1)
The Multichannel Agent Contact Summary Report includes a table that shows the
following information:
following information:
You can sort the Multichannel Agent Contact Summary Report by this criterion:
Field
Description
Agent Name
First and last name of the agent.
Extension
Unified CCX extension that the Unified CM assigned to the agent.
Total Inbound
Total number of calls received by the agent. (Equal to inbound ACD calls +
inbound non-ACD calls.)
inbound non-ACD calls.)
Inbound ACD—
Total
Total
Total number of Unified CCX calls received by the agent.
Inbound ACD—Avg
Talk / Hold / Work
Talk / Hold / Work
For Unified CCX calls received, the average time that the agent spent in Talk
state, on hold, and in Work state.
state, on hold, and in Work state.
Inbound
Non-ACD—Total
Non-ACD—Total
Total number of non-Unified CCX calls received by the agent. This number
includes calls made by other agents and by outside parties.
includes calls made by other agents and by outside parties.
Inbound
Non-ACD— Avg /
Max Talk Time
Non-ACD— Avg /
Max Talk Time
For non-Unified CCX calls received, the average time that the agent spent
talking, and the longest time that the agent spent talking for any 1 call.
talking, and the longest time that the agent spent talking for any 1 call.
Outbound—Total
Total number of calls made by the agent. This number includes calls attempted
and calls connected.
and calls connected.
Outbound—Avg /
Max Call Time
Max Call Time
For outbound calls, the average call time and the longest call time. Call time
starts when an agent goes off-hook for a call and ends when the call terminates.
starts when an agent goes off-hook for a call and ends when the call terminates.
Email—Total
Total number of e-mails sent by the agent.
Email—Time
For e-mails, the total e-mail time.
Chat—Total
Total number of chats by the agent.
Chat—Time
For chats, the total chat time.
Sort Criterion
Result
Agent Name
Displays the report in alphabetical order by the names of agents.