Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
Chapter 3 Descriptions of Historical Reports
Report Details
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Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Email Contact Service Queue Activity Report
The Email Contact Service Queue Activity Report shows summary statistics for
e-mail activity for the selected e-mail contact service queues and date interval in
daily time buckets.
e-mail activity for the selected e-mail contact service queues and date interval in
daily time buckets.
The Email Contact Service Queue Activity Report includes a table that shows the
following information in the report range for each contact service queue:
following information in the report range for each contact service queue:
Average In Process
Time Sent
Time Sent
(Total In Process Time Sent / Sent) rounded to an integer
Average On Desk
Time Sent
Time Sent
((Sum of (Get e-mail time - Sent time) over all e-mails in the “Sent” column) /
Sent) rounded to an integer. The on desk time is counted regardless of the
interval in which it occurred.
Sent) rounded to an integer. The on desk time is counted regardless of the
interval in which it occurred.
Field (continued)
Description (continued)
Field
Description
CSQ Name
The name of the contact service queue through which the e-mails were routed.
Please note that this name only appears once for each contact service queue on
the first date in the interval.
Please note that this name only appears once for each contact service queue on
the first date in the interval.
Date
Date of each day in the interval.
Routed In
Number of e-mails routed into the contact service queue during the period. The
route date time determines whether the e-mail falls within the interval.
route date time determines whether the e-mail falls within the interval.
Transfer In
Number of e-mails transferred into the contact service queue during the period.
The transfer date time determines whether the e-mail falls within the interval.
The transfer date time determines whether the e-mail falls within the interval.
Requeued
Number of e-mails requeued during the period for the contact service queue. The
requeue date and time determines whether the e-mail falls within the interval.
requeue date and time determines whether the e-mail falls within the interval.
Transfer Out
Number of e-mails routed to the agent through the contact service queue and
transferred by the agent to another contact service queue. The transfer date time
determines whether the e-mail falls within the interval.
transferred by the agent to another contact service queue. The transfer date time
determines whether the e-mail falls within the interval.
Sent
Number of e-mails routed to the agent through the contact service queue and
then sent by the agent. The send date time determines whether the e-mail falls
within the interval.
then sent by the agent. The send date time determines whether the e-mail falls
within the interval.