Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) 管理员指南

Use the CSQ Cisco Unified Contact Center Express Stats real-time report to view 
real-time information.

Unified CCX reports contain information for calls that have been queued in one 
or more CSQs. If a call is not queued, the reports do not display data for that call. 

To access the CSQ Cisco Unified Contact Center Express Stats report, select 
Reports > CSQ Cisco Unified Contact Center Express Stats from the 
Application Reporting menu bar. 

Avg Talk Duration

The average time in HH:MM:SS (hours, minutes, seconds) that agents spend 
talking on outbound calls. The durations consider all calls that were Agent 
Accepted and classified as Voice. If an Outbound call is transferred or 
conferenced to a route point, this average outbound talk duration does not 
include the talk time of agents who handle the call after it came through the 
route point. Instead, the talk time is included in the inbound talk duration.

Longest Talk Duration

The longest talk duration of an outbound call in HH:MM:SS (hours, minutes, 
seconds). The durations consider all calls that were Agent Accepted and 
classified as Voice.