Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
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Cisco Unified CCX Historical Reports User Guide, Release 8.0(1)
Chapter 3 Description of Historical Reports
Report Details
You can filter the Aborted and Rejected Call Detail Report by this parameter:
Agent Call Summary Report
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.
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.
Only calls with a non zero talk time are considered for the Agent Call Summary
Report.
Report.
The Agent Call Summary Report can include these charts:
Filter Parameter
Result
Contact Disposition
If you select Aborted, the report will show only aborted calls. If you select
Rejected, the report will show only rejected calls. If you select both options, the
report will show both types of calls.
Rejected, the report will show only rejected calls. If you select both options, the
report will show both types of calls.
Chart Name
Description
Total Inbound,
Outbound Calls by
Agent
Outbound Calls by
Agent
Total number of calls received and calls made by agents.
Average Talk, Hold,
Work Time for
Inbound ACD
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.
state, on hold, and in Work state.
Average, Maximum
Call Time for
Outbound Calls
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).
call. (The time on a call includes time spent dialing, waiting for an answer, and
talking).