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

The Application Performance Analysis Report shows information about calls 
presented to, handled by, and abandoned from each Unified CCX or Unified IP 
IVR application.

The Application Performance Analysis Report can include these charts:

The Application Performance Analysis Report includes a table that shows the 
following information for each Unified CCX or Unified IP IVR application:

Calls Presented by 
Application

Displays the total number of calls that each application received.

Calls Handled vs. 
Calls Abandoned by 
Application

Displays the total number of calls handled by each application and total number 
of calls abandoned while in each application.

Average Call 
Duration by 
Application

Displays the average length of calls that each application received.

Application ID

Identification number that the Cisco CRS system assigned to the application.

Application Name

Name of the Unified CCX or Unified IP IVR application.

Calls Presented

Number of calls received by the application. This number is equal to the number 
of calls handled by the application + the number of calls abandoned while in the 
application.

Calls Handled

Number of calls handled by the application. A call is handled when it reaches 
the workflow step that defines the call as handled, or when it is handled by an 
agent.

Calls Abandoned

Number of calls abandoned, aborted, or rejected while in the application. A call 
is abandoned if it does not reach the workflow step that defines the call as 
handled, or if the caller hangs up before the call is connected to an agent.