Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
Chapter 3 Description of Historical Reports
Report Details
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Cisco Unified CCX Historical Reports User Guide, Release 8.0(1)
Agent Detail Report
The Agent Detail Report contains detailed information about each ACD call that
was handled by an agent and each call that was made by an agent. It also includes
information about non-ACD calls. ACD calls are defined as handled when an
agent picks up the call. ACD calls are calls dialed to an ICD route point number.
A non-ACD call is any call that is not dialed to an ICD route point number, for
example, an internal call between agents or an outbound call.
was handled by an agent and each call that was made by an agent. It also includes
information about non-ACD calls. ACD calls are defined as handled when an
agent picks up the call. ACD calls are calls dialed to an ICD route point number.
A non-ACD call is any call that is not dialed to an ICD route point number, for
example, an internal call between agents or an outbound call.
The Agent Detail Report can include this chart:
The Agent Detail Report includes a table that shows the following information for
every call received or made by each agent:
every call received or made by each agent:
Chart Name
Description
Total Talk Time,
Hold Time, Work
Time by Agent
Hold Time, Work
Time by Agent
For each agent, displays the total talk time, the total hold time, and the total work
time spent on all calls during the report period.
time spent on all calls during the report period.
Field
Description
Agent Name
(Agent_ID)
(Agent_ID)
First and last name of the agent.The string in parantheses displays the login ID
of the agent.
of the agent.
Extension
IPCC extension that the Unified CM assigned to the agent.
Call Start Time,
Call End Time
Call End Time
Call start time is the date and time that the call leg rang at the agent extension.
Call end time is the date and time call leg was disconnected or transferred.
Call end time is the date and time call leg was disconnected or transferred.
Duration
Elapsed time between call start time and call end time.
Called Number
Telephone number that the caller dialed.
Call ANI
Telephone number of the originator of the call. If originated by an agent, the
Unified CCX extension of the agent. If originated by a caller other than an agent,
the telephone number of the caller.
Unified CCX extension of the agent. If originated by a caller other than an agent,
the telephone number of the caller.
Call Routed CSQ
CSQ that handled the call. A call is handled if a caller is connected to an agent
while queued for this CSQ.
while queued for this CSQ.
Other CSQs
Name of one of the CSQs to which the call was queued. Displays ‘...’ to indicate
there are more than one CSQ to which the call was queued.
there are more than one CSQ to which the call was queued.