Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
Chapter 3 Description of Historical Reports
Report Details
3-32
Cisco Unified CCX Historical Reports User Guide, Release 8.0(1)
Agent Wrap-up Data Detail Report
The Agent Wrap-up Data Detail Report displays the details entered by an agent
when entering the work state after attending an Automatic Contact Distribution
(ACD) call. With the wrap-up data feature, an agent can choose to enter the work
state to update data associated with that call. These reports provide information
about both incoming ACD calls and preview outbound calls.
when entering the work state after attending an Automatic Contact Distribution
(ACD) call. With the wrap-up data feature, an agent can choose to enter the work
state to update data associated with that call. These reports provide information
about both incoming ACD calls and preview outbound calls.
The Agent Wrap-up Data Detail Report can include these charts:
The Agent Wrap-up Data Detail Report includes a table that shows the following
information:
information:
Top N Avg Talk
Time
Time
Displays information for the n agents with the longest average talk times.
Bottom N Avg Talk
Time
Time
Displays information for the n agents with the shortest average talk times.
Top N Avg Work
Time
Time
Displays information for the n agents with the longest average work times.
Bottom N Avg Work
Time
Time
Displays information for the n agents with the shortest average work times.
Top N Avg Handle
Time
Time
Displays information for the n agents with the longest average handle times.
Bottom N Avg
Handle Time
Handle Time
Displays information for the n agents with the shortest average handle times.
Filter Parameter
Result (continued)
Chart Name
Description
Total Calls by Agent
and Wrap-up data
and Wrap-up data
Displays total number of called handled by each agent (account enquiry, new
customer information, and VIP customer information) for each wrap-up data
customer information, and VIP customer information) for each wrap-up data