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

The Multichannel CSQ Agent Summary Report is specific to Unified EIM and 
Unified WIM. An agent can handle contacts for multiple CSQs. The Multichannel 
CSQ Agent Summary Report shows, for each agent, information about contacts 
handled in each CSQ. For each agent, the report includes the average and total talk 
time for handled contacts, average and total work time after calls, total ring time 
of calls presented, number of calls put on hold, average and total hold time for 
calls put on hold, and number of unanswered calls.

Multichannel reports are specific to Unified EIM/Unified WIM and use the MS 
SQL 2000 database (installed in a mixed mode authentication). To generate 
combined historical reports, Cisco Unified CCX requires access details for the 
Unified EIM/Unified WIM database (host name or IP address of the server, 
database name, database user, and database password). See the Cisco Unified 
CCX Administration Guide for detailed configuration information.

The Multichannel CSQ Agent Summary Report can include this chart:

The Multichannel CSQ Agent Summary Report includes a table that shows the 
following information:

Contacts Handled by 
CSQ and Agent

For each CSQ, displays the number of contacts handled by each agent.

CSQ Name

Name of the CSQ.

Agent Name

First name and last name of the agent who handled contacts for this CSQ during 
the report period.

Extension

Unified CCX extension that Unified CM assigned to the agent. 

Contacts Handled

Number of contacts that were queued for this CSQ and answered by this agent 
during the report period.