Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
3-65
Cisco Unified CCX Historical Reports User Guide, Release 8.0(1)
Chapter 3 Description of Historical Reports
Report Details
CSQ–Agent Summary Report
An agent can handle calls for multiple CSQs. The CSQ–Agent Summary Report
shows, for each agent, information about calls handled in each CSQ. For each
agent, the report includes the average and total talk time for handled calls, average
and total work time after calls, total ring time of calls presented, number of calls
put on hold, average and total hold time for calls put on hold, and number of
unanswered calls.
shows, for each agent, information about calls handled in each CSQ. For each
agent, the report includes the average and total talk time for handled calls, average
and total work time after calls, total ring time of calls presented, number of calls
put on hold, average and total hold time for calls put on hold, and number of
unanswered calls.
The CSQ–Agent Summary Report can include this chart:
The CSQ–Agent Summary Report includes a table that shows the following
information:
information:
Chart Name
Description
Calls Handled by
CSQ and Agent
CSQ and Agent
For each CSQ, displays the number of calls handled by each agent.
Field
Description
CSQ Name (ID)
Name of the CSQ with a unique identification number in parentheses.
Agent Name
(Agent_ID)
(Agent_ID)
First name and last name of the agent who handled calls for this CSQ during the
report period. The string in parantheses displays the login ID of the agent.
report period. The string in parantheses displays the login ID of the agent.
Extension
Unified CCX extension that Unified CM assigned to the agent.
Calls Handled
Number of calls that were queued for this CSQ and answered by this agent
during the report period.
during the report period.
Talk Time Avg
Average talk time for all calls that this agent handled for this CSQ. Talk time is
the elapsed time between the time that an agent answers a call and when the call
is disconnected or transferred, not including hold time. The average is calculated
as total talk time divided by the number of calls handled.
the elapsed time between the time that an agent answers a call and when the call
is disconnected or transferred, not including hold time. The average is calculated
as total talk time divided by the number of calls handled.
Talk Time Total
Total talk time for all calls that this agent handled for this CSQ. Talk time is the
elapsed time between the time that an agent answers a call and when the call is
disconnected or transferred, not including hold time.
elapsed time between the time that an agent answers a call and when the call is
disconnected or transferred, not including hold time.
Work Time Avg
Average amount of time that an agent spent in Work state after calls. The average
is calculated as total work time divided by the number of calls handled.
is calculated as total work time divided by the number of calls handled.
Work Time Total
Total amount of time that an agent spent in Work state after calls.