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 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
Email Contact Service Queue Agent Activity Report
The Email Contact Service Queue Agent Activity Report shows summary
statistics for e-mail activity by agents and dates for the selected e-mail contact
service queues and date interval in daily time buckets.
statistics for e-mail activity by agents and dates for the selected e-mail contact
service queues and date interval in daily time buckets.
The Email Contact Service Queue Agent Activity Report includes a table that
shows the following information for each date in the report range:
shows the following information for each date in the report range:
Deleted
Number of e-mails routed to the agent through the contact service queue and
then deleted by the agent. The delete date time determines whether the e-mail
falls within the interval.
then deleted by the agent. The delete date time determines whether the e-mail
falls within the interval.
Total In Process
Time Sent
Time Sent
The sum of the In Process time over all e-mails included in the “Sent” column.
The In Process time is counted regardless of the interval in which it occurred.
The In Process time is counted regardless of the interval in which it occurred.
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.
Average Response
time Sent
time Sent
((Sum of (Routed time - Sent time) over all e-mails in the “Sent” column) / Sent)
rounded to an integer. The response time is counted regardless of the interval in
which it occurred.
rounded to an integer. The response 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 at
the first agent and date in the interval.
Please note that this name only appears once for each contact service queue at
the first agent and date in the interval.
Agent Name
The name of the agent to which the e-mails were routed.
Date
Date of each day in the interval.
Retrieved
Number of e-mails routed through the contact service queue that the agent
retrieved during the period. The route date time determines whether the e-mail
falls within the interval.
retrieved during the period. The route date time determines whether the e-mail
falls within the interval.