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

The Agent Call Summary Report shows, for each agent specified, summary 
information about each call that was received (an inbound call) and each call that 
was made (an outbound call) by the agent. For inbound Unified CCX calls, this 
report shows the average time that the agent spent in Talk state, Work state, and 
on hold. For non-Unified CCX calls, this report shows the average and maximum 
talk time for the agent. For outbound calls, 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 Agent Call Summary Report can include these charts:

The Agent Call Summary Report includes a table that shows the following 
information for each agent:

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).

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.)