Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note

The Contact Service Queue Activity Report (by CSQ) shows information about 
service levels, and about the number and percentage of calls presented, handled, 
abandoned, and dequeued. This report can show information for each 30-minute 
or 60-minute interval within the report period. In this case, the report will include 
a summary of information for each CSQ.

The information in the Contact Service Queue Activity Report (by CSQ) is 
grouped by CSQ. The Contact Service Queue Activity Report (by Interval) 
displays the same information grouped by interval. For more information, see the 

.

The Contact Service Queue Activity Report (by CSQ) can include these charts:

Calls Handled, 
Abandoned, and 
Dequeued by CSQ

For each CSQ, displays the number of calls handled, abandoned, and dequeued. 
A call is considered to be handled when an agent picks up the call. A call is 
considered to be abandoned if the call disconnects before connecting to an 
agent. A call is considered to be dequeued from a particular CSQ in the 
following cases:

The call is dequeued by a Dequeue step in a workflow.

The call is marked as handled by a workflow.

The call is queued for more than 1 CSQ and is handled by an agent in 
another CSQ.

Total Calls that Met 
Service Level by 
CSQ

For each CSQ, displays the total number of calls handled and the number of calls 
handled within the time entered in the Service Level field when the CSQ was set 
up in Cisco Unified CCX Administration.