Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) 릴리스 노트
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Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
You can sort the Multichannel CSQ Agent Summary Report by either of these
criteria:
criteria:
Talk Time Avg
Average talk time for all contacts that this agent handled for this CSQ. Talk time
is the elapsed time between the time that an agent answers a contact and when
the contact is disconnected or transferred, not including hold time. The average
is calculated as total talk time divided by the number of contacts handled.
is the elapsed time between the time that an agent answers a contact and when
the contact is disconnected or transferred, not including hold time. The average
is calculated as total talk time divided by the number of contacts handled.
Talk Time Total
Total talk time for all contacts that this agent handled for this CSQ. Talk time is
the elapsed time between the time that an agent answers a contact and when the
contact is disconnected or transferred, not including hold time.
the elapsed time between the time that an agent answers a contact and when the
contact is disconnected or transferred, not including hold time.
Work Time Avg
Average amount of time that an agent spent in Work state after contacts. The
average is calculated as total work time divided by the number of contacts
handled.
average is calculated as total work time divided by the number of contacts
handled.
Work Time Total
Total amount of time that an agent spent in Work state after contacts.
Total Ring Time
Time that elapsed between the time that a call rang at the Cisco Agent Desktop
and the time that the call was answered by an agent, presented to another agent
(if the first agent did not answer the call or let it go ring-no-answer), or
disconnected. This field is blank if the call was not presented to any agent.
and the time that the call was answered by an agent, presented to another agent
(if the first agent did not answer the call or let it go ring-no-answer), or
disconnected. This field is blank if the call was not presented to any agent.
This is not applicable to e-mail and chat interactions.
Contacts On Hold
Number of contacts that the agent puts on hold.
Hold Time Avg
Average hold time for all contacts that the agent put on hold. The average is
calculated as total hold time divided by number of contacts on hold. Not
applicable to non-Unified CCX calls.
calculated as total hold time divided by number of contacts on hold. Not
applicable to non-Unified CCX calls.
Hold Time Total
Total time that the contact was on hold. Not applicable to non-Unified CCX
calls.
calls.
RNA
Ring-no-answer—number of calls that were connected to the agent but that the
agent does not answer.
agent does not answer.
Field (continued)
Description (continued)
Sort Criterion
Result
CSQ Name
Displays the report in alphabetical order of the name of CSQs.
Agent Name
Displays the report in alphabetical order by the names of agents.