Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Guía Del Usuario
Chapter 3 Descriptions of Historical Reports
Report Details
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Cisco CRS Historical Reports User Guide, Release 6.0(1)
The Application Summary Report includes a table that shows the following
information for each Unified CCX or Unified IP IVR application:
information for each Unified CCX or Unified IP IVR application:
Field
Description
Application Name
Name of the Unified CCX or Unified IP IVR application.
Called Number
The telephone number dialed by the caller if the call was placed from a Cisco
Unified Communications phone. The Unified CM directory number to which the
VoIP gateway routed the call if the call was placed from outside the VoIP
network (for example, from the PSTN or a TDM PBX).
Unified Communications phone. The Unified CM directory number to which the
VoIP gateway routed the call if the call was placed from outside the VoIP
network (for example, from the PSTN or a TDM PBX).
Calls Presented
Number of calls received by the application. This number is equal to the number
of calls handled by the application + the number of calls abandoned while in the
application.
of calls handled by the application + the number of calls abandoned while in the
application.
Flow-In
Number of calls redirected to this application from another application via a
workflow. Does not include calls that come from another agent or an external
system such as a voice messaging system.
workflow. Does not include calls that come from another agent or an external
system such as a voice messaging system.
Flow-Out
Number of calls that this application sent to another application or external
destination without being handled by an agent.
destination without being handled by an agent.
Calls Handled
Number of calls handled by the application or by an agent. A call is handled by
the application when it reaches the workflow step that defines the call as
handled. A call is handled by an agent when the call is connected to and
answered by an agent.
the application when it reaches the workflow step that defines the call as
handled. A call is handled by an agent when the call is connected to and
answered by an agent.
Avg Speed Answer
Calculated as queue time plus ring time divided by number of calls.
Calls that do not connect to an agent are not included in this calculation.
Avg Talk Time
Average talk time for all calls handled by an agent. Talk time is the elapsed time
between the time that an agent connects to a call and when the call is
disconnected or transferred, not including hold time. This value is calculated as
total talk time divided by number of calls handled by the agent.
between the time that an agent connects to a call and when the call is
disconnected or transferred, not including hold time. This value is calculated as
total talk time divided by number of calls handled by the agent.
Calls that do not connect to an agent are not included in this calculation.
Avg Work Time
For calls handled by an agent, the average amount of time that an agent spent in
Work state after completing the calls. This value is calculated as total work time
divided by number of calls handled by the agent.
Work state after completing the calls. This value is calculated as total work time
divided by number of calls handled by the agent.
Calls that do not connect to an agent are not included in this calculation.