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
Note
Calls Presented and Calls Handled include internal calls.
You can sort the Application Summary Report by this criterion:
You can filter the Application Summary Report by this parameter:
Call Custom Variables Report
The Call Custom Variables Report shows information about any custom variables
set by the Set Session Info step in the workflow that the Unified CCX or Unified
IP IVR application associated with this call.
set by the Set Session Info step in the workflow that the Unified CCX or Unified
IP IVR application associated with this call.
The Call Custom Variables Report includes the following information:
Calls Abandoned
Number of calls abandoned for this application. A call is abandoned if it does
not reach the workflow step that defines the call as handled or if the caller
terminates the call before an agent answers it. This value includes calls aborted
or rejected by the system.
not reach the workflow step that defines the call as handled or if the caller
terminates the call before an agent answers it. This value includes calls aborted
or rejected by the system.
Avg Abandon Time
Average duration of calls before they were abandoned.
a.
Calls Presented and Calls Handled include internal calls.
Field (continued)
Description (continued)
Sort Criterion
Result
Application Name
Displays the report in alphabetical order by the names of the applications.
Filter Parameter
Result
Application Names
Displays information for the selected applications.