Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Note De Mise
Chapter 3 Description of Historical Reports
Report Details
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Cisco Unified CCX Historical Reports User Guide, Release 8.0(1)
The Remote Monitoring Detail Report includes a table that shows the following
information for monitoring session:
information for monitoring session:
Field
Description
User ID
Name of the supervisor who monitored the call. A value of –1 indicates that no
valid user ID is configured in the workflow.
valid user ID is configured in the workflow.
Start Time
Time that this monitoring session started.
Original
Monitored Party
Monitored Party
Name of the CSQ or the Unified CCX extension of the agent that the supervisor
originally chose to monitor.
originally chose to monitor.
Monitored
Extension(s)
Extension(s)
The extensions of one or more agents monitored in this session. If the supervisor
originally chose to monitor a CSQ, this field contains the extensions of the agents
who belong to that CSQ and who are monitored in this session. If the supervisor
chose to monitor an agent, this field contains the extension of the agent that is
monitored. Multiple agent extensions in the field indicate that a conference call or
a transfer call was monitored, which involved multiple agents.
originally chose to monitor a CSQ, this field contains the extensions of the agents
who belong to that CSQ and who are monitored in this session. If the supervisor
chose to monitor an agent, this field contains the extension of the agent that is
monitored. Multiple agent extensions in the field indicate that a conference call or
a transfer call was monitored, which involved multiple agents.
Duration
Elapsed time between the start time and end time of the monitoring session.
Wait Time
Time duration from when a supervisor chooses to monitor an agent or a CSQ to
when the monitoring starts.
when the monitoring starts.
Status
The status of this monitoring session:
Normal – Monitored—Monitoring completed successfully.
Normal – Agent RNA—Agent let the call go ring-no-answer.
Error – Unable to Stop Monitoring—Supervisor pressed the * key to terminate the
monitoring session but it fails to terminate.
monitoring session but it fails to terminate.
Error – Unable to Monitor New Call—Supervisor chose to monitor a new call but
the system fails to respond.
the system fails to respond.
Error – Agent Logged Off—The agent that the supervisor intended to monitor has
logged off.
logged off.
Error – Network Problem—Monitoring session is not successful due to network
problems.
problems.
Error – VoIP Server Unable to Communicate—Monitoring session is not successful
as a server with that Cisco Unified CCX Monitoring component fails to
communicate.
as a server with that Cisco Unified CCX Monitoring component fails to
communicate.