Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) 发行公告

The Contact Service Queue Activity Report includes a table that shows the 
following information for each CSQ:

Average Time to 
Abandon by CSQ

For each CSQ, average time calls spent in queue before being abandoned.

Average Time to 
Dequeue by CSQ

For each CSQ, average time calls spent in queue before being dequeued.

CSQ Name (Call 
Skills)

Name of the CSQ and call skills associated with the CSQ, if the CSQ is 
configured based on resource skills. Multiple skills are separated by commas.

Calls Presented

Number of calls routed to the CSQ, whether or not an agent picked up the call.

Avg/Max Queue 
Time

Average queue time for all calls routed to the CSQ, and longest queue time of 
any one call that was routed to the CSQ.

Calls Handled

Number of calls handled by this CSQ. A call is handled if a caller is connected 
to an agent while queued for this CSQ.

Avg Speed of 
Answer

Calculated as follows:

total queue time / calls handled

Avg /Max Handle 
Time

Average handle time for all calls that the CSQ handled, and longest handle time 
of any one call that the CSQ handled. Handle time is talk time + hold time + 
work time.

Calls Abandoned

Number of calls routed to the CSQ but were not answered by an agent because 
the caller hung up or was disconnected.

Avg/Max Time to 
Abandon

Average time calls spent in queue before being abandoned, and longest time any 
one call spent in queue before being abandoned.

Avg/Max Abandon 
Per Day

Average is the total number of calls abandoned divided by the number of days 
in the report period. Maximum is the largest number of calls abandoned on a 
single day in the report period.

Calls Dequeued

Number of calls queued for a CSQ and then dequeued by the Dequeue step in a 
workflow.