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

You can sort the Contact Service Queue Activity Report (by CSQ) by this 
criterion:

Percentage of 
Service Level Met— 
Negative Abandon

Percentage of presented calls handled within the time shown in the Service 
Level field. For this value, calls abandoned within the time shown in the Service 
Level field are considered to have not met that service level. This value is 
calculated as follows:

(Number of calls handled within service level / Number of calls presented) * 
100%

Calls Presented

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

Calls Handled

Number and percentage of calls handled by the CSQ. A call is considered to be 
handled when an agent picks up the call. The percentage is calculated as follows:

(number of calls handled) / (number of calls presented) * 100%

Calls Abandoned

Number and percentage of calls routed to the CSQ but were not answered by an 
agent because the caller hung up or was disconnected. The percentage is 
calculated as follows:

(Number of calls abandoned / Number of calls presented) * 100%

Calls Dequeued

Number and percentage of calls dequeued. A call is considered to be dequeued 
from a particular CSQ in the following cases:

The call is dequeued by a Dequeue step in a workflow.

The call is marked as handled by a workflow.

The call is queued for more than 1 CSQ and is handled by an agent in 
another CSQ.

The percentage is calculated as follows:

(Number of calls dequeued / Number of calls presented) * 100%

CSQ Name

Displays the report in alphabetical order by the names of CSQs.