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 sort the Agent State Summary Report (by Agent) by this criterion:
You can filter the Agent State Summary Report (by Agent) by any of these
parameters:
parameters:
Agent State Summary Report (by Interval)
The Agent State Summary Report (by Interval) shows, for each agent specified,
the length and percentage of time that the agent spent in each of the following
agent states: Not Ready, Ready, Reserved, Talk, and Work. This report also
shows the total length of time that each agent was logged in. The Agent State
Summary Report (by Interval) can show information for each 30-minute or
60-minute interval within the report period. In this case, the report will include a
summary line for each interval that shows the length and percentage of time that
all agents spent in each of the agent states during the interval.
the length and percentage of time that the agent spent in each of the following
agent states: Not Ready, Ready, Reserved, Talk, and Work. This report also
shows the total length of time that each agent was logged in. The Agent State
Summary Report (by Interval) can show information for each 30-minute or
60-minute interval within the report period. In this case, the report will include a
summary line for each interval that shows the length and percentage of time that
all agents spent in each of the agent states during the interval.
Sort Criterion
Result
Agent Name
Displays the report in alphabetical order by the names of agents.
Filter Parameter
Result
Interval Length
Entire report range—Displays information from the report start time through
the report end time, but does not display information for specific intervals
within the report period.
the report end time, but does not display information for specific intervals
within the report period.
Thirty (30) minute intervals—Displays information for 30-minute intervals
within the report period. The first interval begins at the report start time, the next
interval begins 30 minutes after the report start time, and so on.
within the report period. The first interval begins at the report start time, the next
interval begins 30 minutes after the report start time, and so on.
Sixty (60) minute intervals—Displays information for 60-minute intervals
within the report period. The first interval begins at the report start time, the next
interval begins 60 minutes after the report start time, and so on.
within the report period. The first interval begins at the report start time, the next
interval begins 60 minutes after the report start time, and so on.
Resource Group
Names
Names
Displays information for agents who belong to the specified resource group or
groups.
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.