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

The Contact Service Queue Activity Report shows a summary of calls presented 
to, handled by, abandoned from, and dequeued from each CSQ. It also shows calls 
handled by workflows in other CSQs, and average and maximum time 
information for calls handled, calls handled, calls abandoned, and calls dequeued.

The Contact Service Queue Activity Report can include these charts:

The Contact Service Queue Activity Report includes a table that shows the 
following information for each CSQ:

Max Queue Time for 
Calls Presented by 
CSQ

For each CSQ, the call with the longest queue time.

Average Speed of 
Answer by CSQ

For each CSQ, the average speed of answer for calls handled.

Average Handle 
Time by CSQ

For each CSQ, the average handle time for calls handled.

Average Time to 
Abandon by CSQ

For each CSQ, average time calls spent in queue before being abandoned.

Average Time to 
Dequeue by CSQ

For each CSQ, average time calls spent in queue before being dequeued.

CSQ Name (Call 
Skills)

Name of the CSQ, and call skills associated with the CSQ, if the CSQ is 
configured based on resource skills. Multiple skills are separated by commas.

Calls Presented

Number of calls routed to the CSQ, whether or not an agent picked up the call.

Avg/Max Queue 
Time

Average queue time for all calls routed to the CSQ, and longest queue time of 
any one call that was routed to the CSQ.

Calls Handled

Number of calls handled by this CSQ. A call is handled if a caller is connected 
to an agent while queued for this CSQ.