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)
You can filter the Multichannel CSQ Agent Summary Report by this parameter:
Outbound Agent Detail Performance Report
The Outbound Agent Detail Performance Report shows detailed statistics for each
agent by campaign. The report also contains the total call details and campaign
call details are displayed for each agent besides a summary row of the call details
for each agent for all campaigns combined. This report is available with the
Outbound feature.
agent by campaign. The report also contains the total call details and campaign
call details are displayed for each agent besides a summary row of the call details
for each agent for all campaigns combined. This report is available with the
Outbound feature.
The Outbound Agent Detail Performance Report can include these charts:
The Outbound Agent Detail Performance Report includes a table that shows the
following information:
following information:
Filter Parameter
Result
CSQ Names
Displays information for the specified CSQs.
Chart Name
Description
Calls accepted by
campaign and agent
campaign and agent
Displays the total number of calls that are accepted by each agent for each
campaign.
campaign.
Field
Description
Agent Name
The last and first name of the agent.
Campaign Name
The name of the campaign.
Offered
Total number of outbound calls offered to this agent for this campaign. A
contact that is offered to an agent multiple times (possibly because that agent
skipped the call and was eventually looped back to the same agent) is counted
once for each time the contact is presented. Offered refers to the total number of
Accepted, Rejected, and Closed calls.
contact that is offered to an agent multiple times (possibly because that agent
skipped the call and was eventually looped back to the same agent) is counted
once for each time the contact is presented. Offered refers to the total number of
Accepted, Rejected, and Closed calls.
Accepted
Total number of outbound calls accepted by this agent for this campaign. A call
is considered Accepted if an agent has clicked Accept when presented the call.
is considered Accepted if an agent has clicked Accept when presented the call.