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

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Cisco CRS Historical Reports User Guide, Release 6.0(1)

Chapter 3 Descriptions of Historical Reports

Report Details

You can filter the Multichannel Agent Contact Summary Report by these
parameters:

Multichannel Agent Login Logout Activity Report

The Multichannel Agent Login Logout Activity Report is specific to the Unified
EIM and the Unified WIM. It shows information about the login and logout
activities of agents. For each agent, it shows the login date/time, the logout
date/time for each session during the specified period, the reason code that an
agent entered when logging out, the duration of each session, and the total time
for all sessions.

Note

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.

Total Inbound Calls

Displays the report in order of the total number of calls received by agents.

Total Outbound
Calls

Displays the report in order of the total number of calls made by agents.

Sort Criterion

Result (continued)

Filter Parameter

Result

Resource Group
Names

Displays information for agents that belong to the specified resource groups.

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

Team Names

Displays information for agents who belong to the selected teams.