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

You can filter the Agent Call Summary Report by any of these parameters:

The Agent Detail Report contains detailed information about each ACD call that 
was handled by an agent and each call that was made by an agent. It also includes 
information about non-ACD calls. ACD calls are defined as handled when an 
agent picks up the call. ACD calls are calls dialed to an ICD route point number. 
A non-ACD call is any call that is not dialed to an ICD route point number, for 
example, an internal call between agents or an outbound call.

The Agent Detail Report can include this chart:

The Agent Detail Report includes a table that shows the following information for 
every call received or made by each agent:

Resource Group 
Names

Displays information for agents that belong to the specified resource groups. 

Agent Names

Displays information for the specified agents. 

Skill Names

Displays information for agents who possess the specified skills. 

Team Names

Displays information for agents who belong to the selected teams.

Total Talk Time, 
Hold Time, Work 
Time by Agent

For each agent, displays the total talk time, the total hold time, and the total 
work time spent on all calls during the report period.

Agent Name

First and last name of the agent.

Extension

Unified CCX extension that the Unified CM assigned to the agent.

Call Start Time,

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Call End Time

Call start time is the date and time that the call leg rang at the agent extension. 
Call end time is the date and time call leg was disconnected or transferred.