The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
The Agent CSQ Statistics Report presents the current day's call queue statistics, since midnight, of the Contact Service Queues (CSQ) to which the agent is associated.
None
The report includes a table that displays the following information:
Agent ID |
Login ID of the agent. |
CSQ Name |
Name of the CSQ. |
Calls Waiting |
Number of calls in queue for a CSQ. |
Elapsed wait time of the oldest call in the queue. |
You can filter using the following parameter:
Team Name |
Displays information for the CSQs that belong to the specified teams. |
Note | Filter parameters are applicable only for CUIC based reports and not Finesse live data. |
None
The Recent State History Report presents the agent state and duration in that state and the reason (where applicable) for the current day, since midnight.
None
The report includes a table that displays the following information:
You can filter using the following parameter:
Agent ID |
Displays information for the agents who belong to the specified teams. |
Note | Filter parameters are applicable only for CUIC based reports and not Finesse live data. |
None
Reason Code |
State |
Event |
Event Description |
---|---|---|---|
22 |
Logout |
SUP_AGT_TO_LOGOUT |
Supervisor changes an agent’s state to Logout. |
33 |
Ready/Not Ready |
SUP_AGT_TO_READY/SUP_AGT_TO_NOT |
Supervisor changes an agent’s state to either Ready or Not Ready. |
255 |
Logout |
— |
The system issues this reason code when the agent is forcibly logged out when there is a connection failure between the Cisco Finesse Desktop and the Cisco Finesse Server. |
32741 |
Logout |
ICD_EXTENSION_CONFLICT |
If an agent has already logged in and another agent tries to login with the same extension number, then the previously logged in agent will be logged out by the system. |
32742 |
Not Ready |
AGT_SEC_LINE_OFFHOOK |
Agent's state is changed from Ready state to Not Ready state when the monitored Non ICD lines are used for Incoming or Outgoing calls. |
32745 |
OUTBOUND |
OUTBOUND_WORK_REASONCODE |
This reason code is set when an agent goes into the Work state to select a wrap up code after ending an outbound call. |
32746 |
OUTBOUND |
AGENT_RESERVED_OUTBOUND_DIRECTPREVIEW |
This reason code is set when an agent goes into a Reserved state for a direct preview outbound call. |
32747 |
OUTBOUND |
AGENT_RESERVED_OUTBOUND |
This reason code is set when an agent goes into a Reserved state for an agent progressive or predictive outbound call. |
32748 |
Logout |
AGENT_DELETED |
Agent is logged out from Unified CCX as the agent is deleted from Unified Communications Manager. This event is triggered when Unified CCX synchronizes the agent information with Unified Communications Manager. |
32749 |
Not Ready |
CANCEL_FEATURE |
Agent's state changes from Talking to Not Ready because the Cancel feature is triggered during an Interactive Call Distribution (ICD) consult call between two agents. When the consulting agent presses the Cancel softkey on the phone, the consulted agent is no longer associated with the ICD call, and the consulted agent's state changes to Not Ready. This feature is available only on some of the newer phones. |
32750 |
Not Ready |
AGT_IPCC_EXT_ |
Agent is logged out from Unified CCX because the agent’s Unified CCX extension changes in Unified Communications Manager. |
32751 |
Ready |
AGENT_SKIPS |
Agent receives a preview outbound call and skips the call. |
32752 |
Ready |
CANCEL_RESERVATION |
Agent receives a preview outbound call, decides to cancel the reservation, and presses the Cancel Reservation button on the desktop. |
32753 |
Not Ready |
LINE_RESTRICTED |
Agent’s phone line is flagged as a restricted device by the administrator of Unified Communications Manager. If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the line remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: http://www.cisco.com/en/US/products/sw/voicesw/ps556/ prod_maintenance_guides_list.html. |
32754 |
Not Ready |
DEVICE_RESTRICTED |
Agent's device is flagged as a restricted device by the administrator of Unified Communications Manager. If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the device remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: http://www.cisco.com/en/US/products/sw/voicesw/ps556/ prod_maintenance_guides_list.html. |
32755 |
Not Ready |
CALL_ENDED |
Agent moves to Not Ready state after handling a Unified CCX call. This event occurs in the following cases: |
32756 |
Not Ready |
PHONE_UP |
Agent’s phone becomes active after it was in Phone Down state. |
32757 |
Not Ready |
CM_FAILOVER |
Unified Communications Manager fails over, and the agent is moved to Not Ready state. |
32758 |
Not Ready |
WORK_TIMER_EXP |
Agent’s state changes from Work to Not Ready. This change occurs if the Work state for that agent’s CSQ is associated with an expired wrap-up timer. |
32759 |
Not Ready |
PHONE_DOWN |
Agent’s phone stops functioning and the agent is placed in the Unavailable state. |
32760 |
Not Ready |
AGT_LOGON |
Agent logs in and is automatically placed in the Not Ready state. |
32761 |
Not Ready |
AGT_RCV_NON_ICD |
Agent is logged in to the desktop or IP phone and receives a call that is not queued on the Unified CCX platform. |
32762 |
Not Ready |
AGT_OFFHOOK |
Agent goes off hook to place a call. If the agent enters a reason, that reason is displayed. If the agent does not select any reason, the system issues this reason code. |
32763 |
Not Ready |
AGT_RNA |
Agent fails to answer a Unified CCX call within the specified timeout period. |
32764 |
Logout |
CRS_FAILURE |
Active server becomes the standby server, and the agent loses connection to the Unified CCX platform. |
32765 |
Logout |
CONNECTION_DOWN |
IP Phone Agent or desktop stops functioning, or connection is disrupted. |
32766 |
Logout |
CLOSE_FINESSE_DESKTOP |
Agent manually logs out from the Finesse Desktop using the default Logout (without any custom reason label) option. |
32767 |
Logout |
AGT_RELOGIN |
Agent is logged in to one device (computer or phone) and tries to log in to a second device. |
The Recent call History Report presents the recent call history details like the start time, duration of the call, type of call, phone number, contact disposition, queue and Wrap-Up reasons for the current day, since midnight.
The following call based scenarios are not reported:
None
The report includes a table that displays the following information:
Agent ID |
Login ID of the agent. |
Type of the call. For example, Inbound or Outbound. |
|
Phone number of the call. To view a list of reason codes and their descriptions, see the "Predefined" reason codes section below. |
|
Disposition |
Contact disposition type of the call. |
Wrap-Up Reason |
Wrap-Up Reasons entered by the agent. |
Queue |
Queue details that the call was routed to. |
Start Time |
Start time of the call. |
Duration |
Time duration of the call. |
You can filter using the following parameter:
Agent ID |
Displays information for the agents who belong to the specified teams. |
Note | Filter parameters are applicable only for CUIC based reports and not Finesse live data. |
None
The Agent Statistics Report presents performance statistics of the agents for the current day, since midnight.
None
The report includes a table that display the following information:
Field |
Description |
---|---|
Login ID of the agent. |
|
Calls Offered |
Calls sent to the agent, regardless of whether the agent picks up the call. |
Calls Handled |
Calls connected to the agent. |
Talk Time—Avg |
Average time the agent spent in Talking state. Average talk time = Total time in Talking state / Calls handled |
Talk Time—Max |
Longest time the agent spent in Talking state. |
Talk Time—Total |
Total time the agent spent in Talking state. |
Hold Time—Avg |
Average time the agent put the calls on hold. Average hold time = Total time the calls were on hold / Calls handled |
Hold Time—Max |
Longest time the agent put a call on hold. |
Hold Time—Total |
Total time the agent put the calls on hold. |
Ready—Avg |
Average time the agent spent in Ready state. Average ready time = Total time the agent spent in Ready state / Number of times the agent moved to Ready state |
Ready—Max |
Longest time the agent spent in Ready state. |
Ready—Total |
Total time the agent spent in Ready state. |
Not Ready—Avg |
Average time the agent spent in Not Ready state. Average not ready time = Total time the agent spent in Not Ready state / Number of times the agent moved to Not Ready state |
Not Ready—Max |
Longest time the agent spent in Not Ready state. |
Not Ready—Total |
Total time the agent spent in Not Ready state. |
After Call Work—Avg |
Average time the agent spent in Work state. Average work time = Total time in Work state / Calls completed |
After Call Work—Max |
Longest time the agent spent in Work state. |
After Call Work—Total |
Total time the agent spent in Work state. |
You can filter using the following parameter:
Agent ID |
Displays information for the agents who belong to the specified teams. |
Note | Filter parameters are applicable only for CUIC based reports and not Finesse live data. |
None
The Agent Team Summary Report presents the agent state and the reason (where applicable). An agent can view details of all the agents in the team.
None
The report includes a table that displays the following information:
You can filter using the following parameter:
Agent ID |
Displays information for the agents who belong to the specified teams. |
Note | Filter parameters are applicable only for CUIC based reports and not Finesse live data. |
None
Reason Code |
State |
Event |
Event Description |
---|---|---|---|
22 |
Logout |
SUP_AGT_TO_LOGOUT |
Supervisor changes an agent’s state to Logout. |
33 |
Ready/Not Ready |
SUP_AGT_TO_READY/SUP_AGT_TO_NOT |
Supervisor changes an agent’s state to either Ready or Not Ready. |
255 |
Logout |
— |
The system issues this reason code when the agent is forcibly logged out when there is a connection failure between the Cisco Finesse Desktop and the Cisco Finesse Server. |
32741 |
Logout |
ICD_EXTENSION_CONFLICT |
If an agent has already logged in and another agent tries to login with the same extension number, then the previously logged in agent will be logged out by the system. |
32742 |
Not Ready |
AGT_SEC_LINE_OFFHOOK |
Agent's state is changed from Ready state to Not Ready state when the monitored Non ICD lines are used for Incoming or Outgoing calls. |
32745 |
OUTBOUND |
OUTBOUND_WORK_REASONCODE |
This reason code is set when an agent goes into the Work state to select a wrap up code after ending an outbound call. |
32746 |
OUTBOUND |
AGENT_RESERVED_OUTBOUND_DIRECTPREVIEW |
This reason code is set when an agent goes into a Reserved state for a direct preview outbound call. |
32747 |
OUTBOUND |
AGENT_RESERVED_OUTBOUND |
This reason code is set when an agent goes into a Reserved state for an agent progressive or predictive outbound call. |
32748 |
Logout |
AGENT_DELETED |
Agent is logged out from Unified CCX as the agent is deleted from Unified Communications Manager. This event is triggered when Unified CCX synchronizes the agent information with Unified Communications Manager. |
32749 |
Not Ready |
CANCEL_FEATURE |
Agent's state changes from Talking to Not Ready because the Cancel feature is triggered during an Interactive Call Distribution (ICD) consult call between two agents. When the consulting agent presses the Cancel softkey on the phone, the consulted agent is no longer associated with the ICD call, and the consulted agent's state changes to Not Ready. This feature is available only on some of the newer phones. |
32750 |
Not Ready |
AGT_IPCC_EXT_ |
Agent is logged out from Unified CCX because the agent’s Unified CCX extension changes in Unified Communications Manager. |
32751 |
Ready |
AGENT_SKIPS |
Agent receives a preview outbound call and skips the call. |
32752 |
Ready |
CANCEL_RESERVATION |
Agent receives a preview outbound call, decides to cancel the reservation, and presses the Cancel Reservation button on the desktop. |
32753 |
Not Ready |
LINE_RESTRICTED |
Agent’s phone line is flagged as a restricted device by the administrator of Unified Communications Manager. If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the line remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: http://www.cisco.com/en/US/products/sw/voicesw/ps556/ prod_maintenance_guides_list.html. |
32754 |
Not Ready |
DEVICE_RESTRICTED |
Agent's device is flagged as a restricted device by the administrator of Unified Communications Manager. If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the device remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: http://www.cisco.com/en/US/products/sw/voicesw/ps556/ prod_maintenance_guides_list.html. |
32755 |
Not Ready |
CALL_ENDED |
Agent moves to Not Ready state after handling a Unified CCX call. This event occurs in the following cases: |
32756 |
Not Ready |
PHONE_UP |
Agent’s phone becomes active after it was in Phone Down state. |
32757 |
Not Ready |
CM_FAILOVER |
Unified Communications Manager fails over, and the agent is moved to Not Ready state. |
32758 |
Not Ready |
WORK_TIMER_EXP |
Agent’s state changes from Work to Not Ready. This change occurs if the Work state for that agent’s CSQ is associated with an expired wrap-up timer. |
32759 |
Not Ready |
PHONE_DOWN |
Agent’s phone stops functioning and the agent is placed in the Unavailable state. |
32760 |
Not Ready |
AGT_LOGON |
Agent logs in and is automatically placed in the Not Ready state. |
32761 |
Not Ready |
AGT_RCV_NON_ICD |
Agent is logged in to the desktop or IP phone and receives a call that is not queued on the Unified CCX platform. |
32762 |
Not Ready |
AGT_OFFHOOK |
Agent goes off hook to place a call. If the agent enters a reason, that reason is displayed. If the agent does not select any reason, the system issues this reason code. |
32763 |
Not Ready |
AGT_RNA |
Agent fails to answer a Unified CCX call within the specified timeout period. |
32764 |
Logout |
CRS_FAILURE |
Active server becomes the standby server, and the agent loses connection to the Unified CCX platform. |
32765 |
Logout |
CONNECTION_DOWN |
IP Phone Agent or desktop stops functioning, or connection is disrupted. |
32766 |
Logout |
CLOSE_FINESSE_DESKTOP |
Agent manually logs out from the Finesse Desktop using the default Logout (without any custom reason label) option. |
32767 |
Logout |
AGT_RELOGIN |
Agent is logged in to one device (computer or phone) and tries to log in to a second device. |
The Agent Outbound Team Summary Report provides performance statistics of the agents in the team for direct preview, progressive, and predictive outbound campaigns. The following two views are available for this report:
Short and Long Term Average—Provides the performance statistics of the agents who handle outbound calls for the current day based on short term and long term values.
Since Midnight—Provides the performance statistics of the agents in the team who handle outbound calls for the current day, beginning at midnight.
Note |
|
None
The following view-wise tables are included in the report.
Field |
Description |
---|---|
Agent Name |
First name and last name of the agent. |
Agent ID |
Login ID of the agent. |
Average time the agent spent in Talking state for outbound calls in the last 5, 10, or 15 minutes. |
|
Average Talk Time—Long Term |
Average time the agent spent in Talking state for outbound calls in the last 30 minutes. |
Average Hold Time—Short Term |
Average time the agent put the outbound calls on hold in the last 5, 10, or 15 minutes. |
Average Hold Time—Long Term |
Average time the agent put the outbound calls on hold in the last 30 minutes. |
Field |
Description |
---|---|
Agent Name |
First name and last name of the agent. |
Agent ID |
Login ID of the agent. |
Talk Time—Avg |
Average time the agent spent in Talking state for outbound calls. Average talk time = Total time in Talking state / calls handled |
Talk Time—Max |
Longest time the agent spent in Talking state for outbound calls. |
Talk Time—Total |
Total time the agent spent in Talking state for outbound calls. |
Hold Time—Avg |
Average time the agent put the outbound calls on hold. Average hold time = Total time calls were put on hold / calls handled |
Hold Time—Max |
Longest time the agent put an outbound call on hold. |
Hold Time—Total |
Total time the agent put the outbound calls on hold. |
After Call Work Time—Avg |
Average time the agent spent in Work state for outbound calls. Average work time = Total time in Work state / calls completed |
After Call Work Time—Max |
Longest time the agent spent in Work state for outbound calls. |
After Call Work Time—Total |
Total time the agent spent in Work state for outbound calls. |
You can filter using the following parameter:
Agent ID |
Displays information for the agents who belong to the specified teams. |
Note | Filter parameters are applicable only for CUIC based reports and not Finesse live data. |
None
The Chat Agent Statistics Report provides agent statistics.
None
The report includes a table that displays the following information:
Visible fields—These fields are displayed in the report.
Hidden fields—These fields are not displayed in the report. You can customize the report to display these fields. For more information, see the Cisco Unified Contact Center Express Report User Guide, located at:
Field |
Description |
---|---|
Agent Name |
First name and last name of the agent. |
Agent ID |
Login ID of the agent. |
Current State |
State of the agent—Logged-In, Logout, Not Ready, Ready, Partial Busy, Busy, Reserved. |
Duration |
Time that the agent spent in the current state. |
Current Active Contacts |
Number of contacts that the agent is handling. |
Contacts Presented |
Number of contacts that are offered to the agent since midnight. |
Contacts Handled |
Number of contacts that are handled by the agent since midnight. A contact is marked handled if a contact is connected to an agent. |
Contacts Abandoned |
Number of contacts that are routed to the CSQ since midnight but are not answered by an agent, because the customer ends the chat or the customer is disconnected. This also includes the number of group chats that were abandoned when these were routed to a CSQ. They are abandoned when the group chat is not accepted by the second agent. This can be due to, either the chat submitter or the first agent ended the chat before the second agent accepted or was disconnected. |
Contacts RNA |
Number of contacts that the agent did not answer since midnight. Ring-no-answer (RNA). |
Contacts Declined |
Number of group chat contacts that are declined by the agent since midnight. |
Field |
Description |
---|---|
Login Duration |
Elapsed time between the login time and the logout time since midnight. |
CSQs Serving |
List of CSQs that the agent is serving. |
Agent Utilization—Not Ready |
Percentage of time that the agent spent in Not Ready state since midnight. It is calculated every minute and is one of the components that add up to the agent's total login duration. |
Agent Utilization—Ready |
Percentage of time that the agent spent in Ready state since midnight. It is calculated every minute and is one of the components that add up to the agent's total login duration. |
Agent Utilization—Partial Busy |
Percentage of time that the agent spent in Partial Busy state since midnight. It is calculated every minute and is one of the components that add up to the agent's total login duration. |
Agent Utilization—Busy |
Percentage of time that the agent spent in Busy state since midnight. It is calculated every minute and is one of the components that add up to the agent's total login duration. |
You can filter using the following parameter:
Agent ID |
Displays information for the agents who belong to the specified teams. |
Note | Filter parameters are applicable only for CUIC based reports and not Finesse live data. |
None
The Chat CSQ Summary Report provides agent statistics and contact statistics for a Contact Service Queue (CSQ).
None
The report includes a table that displays the following information:
Visible fields—These fields are displayed in the report.
Hidden fields—These fields are not displayed in the report. You can customize the report to display these fields. For more information, see the Cisco Unified Contact Center Express Report User Guide, located at:
Field |
Description |
---|---|
CSQ Name |
Name of the CSQ. |
Contacts Waiting |
Number of contacts in queue for a CSQ. |
Agents—Logged-In |
Number of agents in Logged-In state. |
Agents—Not Ready |
Number of agents in Not Ready state. |
Agents—Ready |
Number of agents in Ready state. |
Agents—Partial Busy |
Number of agents in Partial Busy state. An agent is set to Partial Busy state when the agent has not reached the maximum number of chat sessions that is set by the administrator. |
Agents—Busy |
Number of agents in Busy state. An agent is set to Busy state when the agent reaches the maximum number of chat sessions that is set by the administrator. |
Agents—Reserved |
Number of agents in Reserved state. |
Field |
Description |
---|---|
Contacts Total |
Number of contacts routed to the CSQ since midnight. |
Contacts Handled |
Number of contacts that are handled by the CSQ since midnight. A contact is marked handled if a contact is connected to an agent while queued for this CSQ. |
Contacts Abandoned |
Number of contacts that are routed to the CSQ since midnight but are not answered by an agent, because the customer ends the chat or the customer is disconnected. |
You can filter using the following parameter:
Queue Name |
Displays information for the CSQs that belong to the specified queues. |
None
The Email Agent Statistics Report provides the email statistics of the agents.
None
The report includes a table that displays the following information:
Visible fields—These fields are displayed in the report.
Hidden fields—These fields are not displayed in the report. You can customize the report to display these fields. For more information, see the Cisco Unified Contact Center Express Report User Guide, located at:
Field |
Description |
---|---|
Agent Name |
First name and last name of the agent. |
Agent ID |
Login ID of the agent. |
Current State |
State of the agent—Not Ready, Ready, Partial Busy, Busy, Reserved. |
Duration |
Time that the agent spent in the current state. |
Active Emails |
Number of email messages that the agent is handling. |
Emails Presented |
Number of email messages that are presented to the agent since midnight. |
Emails Handled |
Number of email messages that are handled by the agent since midnight. |
Emails Discarded |
Number of email messages that the agent discarded since midnight. |
Emails Requeued |
Number of email messages that the agent requeued since midnight. |
Field |
Description |
---|---|
Login Duration |
Elapsed time between the login time and the logout time since midnight. |
CSQs Serving |
List of CSQs that the agent is serving. |
Agent Utilization—Not Ready |
Percentage of time that the agent spent in Not Ready state since midnight. It is calculated every minute and is one of the components that add up to the agent's total login duration. |
Agent Utilization—Ready |
Percentage of time that the agent spent in Ready state since midnight. It is calculated every minute and is one of the components that add up to the agent's total login duration. |
Agent Utilization—Partial Busy |
Percentage of time that the agent spent in Partial Busy state since midnight. It is calculated every minute and is one of the components that add up to the agent's total login duration. |
Agent Utilization—Busy |
Percentage of time that the agent spent in Busy state since midnight. It is calculated every minute and is one of the components that add up to the agent's total login duration. |
Agent Utilization—Reserved |
Percentage of time that the agent spent in Reserved state since midnight. It is calculated every minute and is one of the components that add up to the agent's total login duration. |
You can filter using the following parameter:
Agent ID |
Displays information for the agents who belong to the specified teams. |
Note | Filter parameters are applicable only for CUIC based reports and not Finesse live data. |
None
The Email CSQ Summary Report presents the email activity summary of agents in a Contact Service Queue (CSQ).
None
The report includes a table that displays the following information:
Visible fields—These fields are displayed in the report.
Hidden fields—These fields are not displayed in the report. You can customize the report to display these fields. For more information, see the Cisco Unified Contact Center Express Report User Guide, located at:
Field |
Description |
---|---|
CSQ Name |
Name of the Email CSQ. |
Emails in Queue |
Number of email messages in queue. (This includes the emails requeued by the agent.) |
Emails in Process |
Number of email messages that the agent picked from the queue to respond. |
Emails Discarded |
Number of email messages that the agent discarded. |
Agents Logged-In |
Number of agents in Logged-In state. |
Agents Not Ready |
Number of agents in Not Ready state. |
Agents Ready |
Number of agents in Ready state. |
Agents Partial Busy |
Number of agents in Partial Busy state. An agent is set to Partial Busy state when the agent has not picked the maximum number of email messages that is set by the administrator. |
Agents Busy |
Number of agents in Busy state. An agent is set to Busy state when the agent picks the maximum number of email messages that is set by the administrator. |
Field |
Description |
---|---|
Emails Total |
Number of email messages routed to the CSQ since midnight. |
Emails Handled |
Number of email messages that are handled by the CSQ since midnight. An email is marked handled if it is responded by an agent while queued for this CSQ. |
You can filter using the following parameter:
Queue Name |
Displays information for the CSQs that belong to the specified queues. |
None
The Team State Report presents each agent state and the time spent in a state. The supervisor can see agents of all the assigned teams.
None
The report includes a table that displays the following information:
Field |
Description |
---|---|
Agent Name |
First name and last name of the agent. |
Agent ID |
Login ID of the agent. |
Current State |
State of the agent—Logged-In, Logout, Not Ready, Ready, Reserved, Talking, or Work. |
Duration |
You can filter using the following parameter:
Agent ID |
Displays information for the agents who belong to the specified teams. |
Note | Filter parameters are applicable only for CUIC based reports and not Finesse live data. |
None
The Team Summary Report presents performance statistics of all the agents in the team. The following two views are available for this report:
Short and Long Term Average—Presents the performance statistics of the team members for the current day based on short term and long term values.
Since Midnight—Presents the performance statistics for the current day, since midnight.
Note |
|
None
The following are the view-wise tables that are part of the report:
Field |
Description |
---|---|
Agent Name |
First name and last name of the agent. |
Agent ID |
Login ID of the agent. |
Login Duration (since midnight) |
Total login duration of the agent, since midnight. |
Average time the agent spent in Talking state in the last 5, 10 or 15 minutes. |
|
Average Talk Time—Long Term |
Average time the agent spent in Talking state in the last 30 minutes. |
Average Hold Time—Short Term |
Average time the agent put the calls on hold in the last 5, 10 or 15 minutes. |
Average Hold Time—Long Term |
Average time the agent put the calls on hold in the last 30 minutes. |
Field |
Description |
---|---|
Agent Name |
First name and last name of the agent. |
Agent ID |
Login ID of the agent. |
Login Duration |
Total login duration of the agent. |
Calls Offered |
Number of calls that are sent to the agent, regardless of whether the agent answered the call. |
Calls Handled |
Number of calls that are answered by the agent. |
Average Ring Time |
Average ring time of calls before the calls were answered. Average ring time = Total ring time / Calls handled |
Talk Time—Avg |
Average time the agent spent in Talking state. Average talk time = Total time in Talking state / Calls handled |
Talk Time—Max |
Longest time the agent spent in Talking state. |
Talk Time—Total |
Total time the agent spent in Talking state. |
Hold Time—Avg |
Average time the agent put the calls on hold. Average hold time = Total time calls were put on hold / Calls handled |
Hold Time—Max |
Longest time the agent put a call on hold. |
Hold Time—Total |
Total time the agent put the calls on hold. |
Ready Time—Avg |
Average time the agent spent in Ready state. Average ready time = Total time the agent spent in Ready state / Number of times the agent moved to Ready state |
Ready Time—Max |
Longest time the agent spent in Ready state. |
Ready Time—Total |
Total time the agent spent in Ready state. |
Not Ready Time—Avg |
Average time the agent spent in Not Ready state. Average not ready time = Total time the agent spent in Not Ready state / Number of times the agent moved to Not Ready state |
Not Ready Time—Max |
Longest time the agent spent in Not Ready state. |
Not Ready Time—Total |
Total time the agent spent in Not Ready state. |
After Call Work Time—Avg |
Average time the agent spent in Work state. Average work time = Total time in Work state / Calls completed |
After Call Work Time—Max |
Longest time the agent spent in Work state. |
After Call Work Time—Total |
Total time the agent spent in Work state. |
You can filter using the following parameter:
Agent ID |
Displays information for the agents who belong to the specified teams. |
Note | Filter parameters are applicable only for CUIC based reports and not Finesse live data. |
None
The Voice CSQ Agent Detail Report presents the agent current state, duration in the state and the reason code where applicable.
Note | If an agent is configured in two or more CSQs, the Supervisor is able to view on which CSQ the agent is in Talking state. |
None
The report includes a table that displays the following information:
You can filter using the following parameter:
Agent ID |
Displays information for the agents who belong to the specified teams. |
Note | Filter parameters are applicable only for CUIC based reports and not Finesse live data. |
None
Reason Code |
State |
Event |
Event Description |
---|---|---|---|
22 |
Logout |
SUP_AGT_TO_LOGOUT |
Supervisor changes an agent’s state to Logout. |
33 |
Ready/Not Ready |
SUP_AGT_TO_READY/SUP_AGT_TO_NOT |
Supervisor changes an agent’s state to either Ready or Not Ready. |
255 |
Logout |
— |
The system issues this reason code when the agent is forcibly logged out when there is a connection failure between the Cisco Finesse Desktop and the Cisco Finesse Server. |
32741 |
Logout |
ICD_EXTENSION_CONFLICT |
If an agent has already logged in and another agent tries to login with the same extension number, then the previously logged in agent will be logged out by the system. |
32742 |
Not Ready |
AGT_SEC_LINE_OFFHOOK |
Agent's state is changed from Ready state to Not Ready state when the monitored Non ICD lines are used for Incoming or Outgoing calls. |
32745 |
OUTBOUND |
OUTBOUND_WORK_REASONCODE |
This reason code is set when an agent goes into the Work state to select a wrap up code after ending an outbound call. |
32746 |
OUTBOUND |
AGENT_RESERVED_OUTBOUND_DIRECTPREVIEW |
This reason code is set when an agent goes into a Reserved state for a direct preview outbound call. |
32747 |
OUTBOUND |
AGENT_RESERVED_OUTBOUND |
This reason code is set when an agent goes into a Reserved state for an agent progressive or predictive outbound call. |
32748 |
Logout |
AGENT_DELETED |
Agent is logged out from Unified CCX as the agent is deleted from Unified Communications Manager. This event is triggered when Unified CCX synchronizes the agent information with Unified Communications Manager. |
32749 |
Not Ready |
CANCEL_FEATURE |
Agent's state changes from Talking to Not Ready because the Cancel feature is triggered during an Interactive Call Distribution (ICD) consult call between two agents. When the consulting agent presses the Cancel softkey on the phone, the consulted agent is no longer associated with the ICD call, and the consulted agent's state changes to Not Ready. This feature is available only on some of the newer phones. |
32750 |
Not Ready |
AGT_IPCC_EXT_ |
Agent is logged out from Unified CCX because the agent’s Unified CCX extension changes in Unified Communications Manager. |
32751 |
Ready |
AGENT_SKIPS |
Agent receives a preview outbound call and skips the call. |
32752 |
Ready |
CANCEL_RESERVATION |
Agent receives a preview outbound call, decides to cancel the reservation, and presses the Cancel Reservation button on the desktop. |
32753 |
Not Ready |
LINE_RESTRICTED |
Agent’s phone line is flagged as a restricted device by the administrator of Unified Communications Manager. If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the line remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: http://www.cisco.com/en/US/products/sw/voicesw/ps556/ prod_maintenance_guides_list.html. |
32754 |
Not Ready |
DEVICE_RESTRICTED |
Agent's device is flagged as a restricted device by the administrator of Unified Communications Manager. If Allow Control of Device from CTI is not checked in the Default Device Profile Configuration window in Unified Communications Manager, the device remains restricted and cannot be controlled. You can modify this setting for devices that register with Unified Communications Manager. See the Cisco Unified Communications Manager Administration Guide, located at: http://www.cisco.com/en/US/products/sw/voicesw/ps556/ prod_maintenance_guides_list.html. |
32755 |
Not Ready |
CALL_ENDED |
Agent moves to Not Ready state after handling a Unified CCX call. This event occurs in the following cases: |
32756 |
Not Ready |
PHONE_UP |
Agent’s phone becomes active after it was in Phone Down state. |
32757 |
Not Ready |
CM_FAILOVER |
Unified Communications Manager fails over, and the agent is moved to Not Ready state. |
32758 |
Not Ready |
WORK_TIMER_EXP |
Agent’s state changes from Work to Not Ready. This change occurs if the Work state for that agent’s CSQ is associated with an expired wrap-up timer. |
32759 |
Not Ready |
PHONE_DOWN |
Agent’s phone stops functioning and the agent is placed in the Unavailable state. |
32760 |
Not Ready |
AGT_LOGON |
Agent logs in and is automatically placed in the Not Ready state. |
32761 |
Not Ready |
AGT_RCV_NON_ICD |
Agent is logged in to the desktop or IP phone and receives a call that is not queued on the Unified CCX platform. |
32762 |
Not Ready |
AGT_OFFHOOK |
Agent goes off hook to place a call. If the agent enters a reason, that reason is displayed. If the agent does not select any reason, the system issues this reason code. |
32763 |
Not Ready |
AGT_RNA |
Agent fails to answer a Unified CCX call within the specified timeout period. |
32764 |
Logout |
CRS_FAILURE |
Active server becomes the standby server, and the agent loses connection to the Unified CCX platform. |
32765 |
Logout |
CONNECTION_DOWN |
IP Phone Agent or desktop stops functioning, or connection is disrupted. |
32766 |
Logout |
CLOSE_FINESSE_DESKTOP |
Agent manually logs out from the Finesse Desktop using the default Logout (without any custom reason label) option. |
32767 |
Logout |
AGT_RELOGIN |
Agent is logged in to one device (computer or phone) and tries to log in to a second device. |
The Voice CSQ Summary Report presents agent statistics and call statistics for a Contact Service Queue (CSQ). The following three views are available for this report:
Snapshot—Presents the performance statistics of the agents that are associated with the specified CSQs.
Short and Long Term Average—Presents the call statistics of the CSQ for the current day based on short term and long term values.
Since Midnight—Presents the call statistics of the CSQ, since midnight.
Note |
|
None
The following are the view-wise tables that are part of the report:
Field |
Description |
---|---|
CSQ Name |
Name of the CSQ. |
Waiting Calls |
Number of calls in queue for a CSQ. |
Longest Call in Queue |
Elapsed wait time of the oldest call in the queue. |
Agents Logged In |
Number of agents in Logged-In state. |
Agents Ready |
Number of agents in Ready state. |
Agents Not Ready |
Number of agents in Not Ready state. |
Agents in After Call Work |
|
Agents Reserved |
Number of agents in Reserved state. |
Field |
Description |
---|---|
CSQ Name |
Name of the CSQ. |
Calls Abandoned—Short Term |
Number of abandoned calls in the last 5, 10 or 15 minutes. |
Calls Abandoned—Long Term |
Number of abandoned calls in the last 30 minutes. |
Calls Dequeued—Short Term |
Number of dequeued calls in the last 5, 10 or 15 minutes. |
Calls Dequeued—Long Term |
Number of dequeued calls in the last 30 minutes. |
Average Contact Handling Time—Short Term |
Average handle time of the calls that are routed to the CSQ in the last 5, 10 or 15 minutes. |
Average Contact Handling Time—Long Term |
Average handle time of the calls that are routed to the CSQ in the last 30 minutes. |
Average Waiting Duration—Short Term |
Average wait time of the calls that are routed to the CSQ in the last 5, 10 or 15 minutes. |
Average Waiting Duration—Long Term |
Average wait time of the calls that are routed to the CSQ in the last 30 minutes. |
Service Level—Short Term |
Service level is measured in the last 5, 10 or 15 minutes. The most recent service level is displayed in case there are no calls in the measurement window. |
Service Level—Long Term |
Service level in the last 30 minutes. |
Field |
Description |
---|---|
CSQ Name |
Name of the CSQ. |
Waiting Calls |
Number of calls in queue for a CSQ. |
Abandoned Calls |
Number of calls that do not get handeled by the agents and thus are abandoned for a CSQ. |
Handled Calls |
Number of calls that are answered by the agents in the CSQ. The calls that are marked handled by the UCCX script are not counted in the handled calls. |
Total Calls |
Number of calls that are presented to the CSQ. |
Longest Call in Queue |
Longest wait time of any call before it is answered. |
Longest Handle Time |
Longest talk time of any call that the agent handled. |
You can filter using the following parameter:
CSQ Name |
Displays information for the CSQs that belong to the specified queues. |
None