Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
2-307
Cisco Unified Contact Center Express Editor Step Reference Guide, Release 8.0(1)
Chapter 2 Cisco Unified CCX Editor Palette Step Descriptions
ACD Steps
Get Reporting Statistic Step
Use the Get Reporting Statistic step to access real-time information about agents,
Contact Service Queues (CSQs), the overall Cisco Unified CCX system, and
contacts.
Contact Service Queues (CSQs), the overall Cisco Unified CCX system, and
contacts.
Note
The Get Reporting Statistic step is only available with Cisco Unified CCX
packages.
packages.
Figure 2-160
Get Reporting Statistic Customizer Window
You can use this step to view the current state of the Cisco Unified CCX system
or to report back to a caller such information as current wait duration, position in
queue, and expected wait time.
or to report back to a caller such information as current wait duration, position in
queue, and expected wait time.
The system bases the expected wait time calculation on the number of agents in
reserved, talking, and work states for this CSQ, the call’s position in the queue,
and the average call duration for this CSQ. Average call duration of a CSQ is the
average time agents spend in Reserved, Talking, and Work states while handling
a call from this CSQ.
reserved, talking, and work states for this CSQ, the call’s position in the queue,
and the average call duration for this CSQ. Average call duration of a CSQ is the
average time agents spend in Reserved, Talking, and Work states while handling
a call from this CSQ.