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)
The Called Number Summary Activity Report includes a table that shows the
following information for each number called:
following information for each number called:
You can sort the Called Number Summary Activity Report by any of these
criteria:
criteria:
Common Skill Contact Service Queue Activity Report (by Interval)
The Common Skill Contact Service Queue Activity Report (by Interval) shows
summary information about calls presented, calls handled, and calls abandoned
for each group of CSQs. (Such a group consists of CSQs that are configured with
the same skill or skills and with difference competence levels.)
summary information about calls presented, calls handled, and calls abandoned
for each group of CSQs. (Such a group consists of CSQs that are configured with
the same skill or skills and with difference competence levels.)
This report is designed for customers who have logical CSQs configured. A
logical CSQ is a group of CSQs configured with the same skill but with different
competence levels. When a call comes in to a script that uses the “logical CSQ”
approach, it first goes to the CSQ with the lowest skill level. If the wait time
logical CSQ is a group of CSQs configured with the same skill but with different
competence levels. When a call comes in to a script that uses the “logical CSQ”
approach, it first goes to the CSQ with the lowest skill level. If the wait time
Field
Description
Called Number
For a call to a Unified CCX or Unified IP IVR application, the route point
number associated with the application. For a call to an agent, the extension of
the destination agent.
number associated with the application. For a call to an agent, the extension of
the destination agent.
Call Type
Call to an application or call to an agent.
Total Calls
Total number of calls to each number.
Avg Calls (per day)
Average number of calls per day.
Avg Call Duration
Average duration of calls to each number.
Sort Criterion
Result
Called Number
Displays the report in order of the number called. For calls to an application, this
number is the route point number. For calls to an agent, this number is the
extension of the agent.
number is the route point number. For calls to an agent, this number is the
extension of the agent.
Total Calls
Displays the report in order of the total number of calls that were originally
dialed to each number.
dialed to each number.
Avg Call Duration
Displays the report in order of the average duration of calls to each number.