Total Active, Accept Time by Agent

Displays the active time and accept time that an agent spends on all the chat contacts.

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Chat Start Time

Time at which the agent accepts the chat.

Chat End Time

Time at which the agent ends the chat.

Duration

Elapsed time between the chat start time and the chat end time.

Contact ID

Unique contact ID that identifies the chat contact.

Chat Routed CSQ

Contact Service Queue (CSQ) that routed the chat contact to the agent.

Chat Skills

Skills that are associated with the agent for handling a chat contact.

Active Time

Time the agent spends chatting with the chat contact.

Summary info—Sum of the records in this column.

Accept Time

Time taken by the agent to accept the chat contact after it is allocated to the desktop.

Summary info—Sum of the records in this column.

Chat Type

Type of chat contact. There are two types—One-to-One and Group Chat.

Source

Origin of the chat. There are three types of chat source:

• Bubble Chat —A chat popover that appears on the customer's web page that allows users to chat.

• Fb Messenger—Messaging service from Facebook which can be used by end-users to chat with the Contact Center.

• Other—includes Classic Chat and any third-party chat integrations.

Rating

Rating given by the customer for the chat.

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for the agents who possess the specified skills.

Team Names

Displays information for the agents who belong to the specified teams.

Chat Type

Displays information for the specified one-to-one or group chat type.

Source

Rating

Displays information for the specified rating.

Average Accept and Active Chat Time for Agents

Displays the average time an agent takes to accept chat contact requests, and the average time the agent spends in Busy state.

Total Presented vs Handled Chats by Agent

Displays the number of chat contacts that are presented to an agent and the number of chat contacts that are handled by the agent.

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Chats Presented

Number of chats that are presented to the agent.

Chats Handled

Number of chats that the agent accepted.

Group Chats Presented

Number of group chats that are presented to the agent.

Group Chats Handled

Number of group chats that the agent accepted.

Group Chats Declined

Number of group chats that the agent declined.

Active Time—Avg

Average chat time of the chats that the agent handled.

Active Time—Max

Longest chat time of a chat that the agent handled.

Accept Time—Avg

Average accept time of the chats that the agent accepted.

Accept Time—Max

Longest accept time of any chat that the agent accepted.

Avg Rating

Average of all the chat ratings received by the agent.

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for the agents who possess the specified skills.

Team Names

Displays information for the agents who belong to the specified teams.

Average Handle Time by CSQ

Displays the average handle time for chats that are handled in a CSQ.

Max Queue Time for Chats Presented by CSQ

Displays the chat with the longest queue time in a CSQ.

CSQ Name

Name of the CSQ.

CSQ ID

Unique ID of the CSQ.

Chats Presented

Number of chats that are routed to the CSQ regardless of whether an agent accepts the chat.

Queue Time—Avg

Average queue time for all chats that are routed to the CSQ.

Queue Time—Max

Longest queue time of any chat that is routed to the CSQ.

Chats Handled

Number of chats that are routed to agents through this CSQ and are accepted and handled by the agents.

Handle Time—Avg

Average handle time for all chats that the CSQ handled. Handle time is active chat time.

Handle Time—Max

Longest handle time of any chat that the CSQ handled.

Chats Abandoned

Number of chats that are routed to the CSQ and not accepted by an agent as either the chat submitter ended the chat before the agent accepted or was disconnected.

Avg Rating

Average rating of the rated chats handled by the CSQ.

CSQ Names

Displays information for the specified CSQs.

Chats Handled by CSQ and Agent

Displays the number of chats handled by each agent for a CSQ.

CSQ Name

Name of the CSQ.

CSQ ID

Unique ID of the CSQ.

Agent Name

First name and last name of the agent who handles chats for this CSQ.

Chat Received

Number of chats that are queued for this CSQ and are assigned to the agent.

Chat Handled

Number of chats that are queued for this CSQ and answered by the agent.

Average Active Chat Time

Average chat time for all the chats that the agent handled for this CSQ. Chat time is the elapsed time between the time an agent answers a chat and ends the chat.

Average chat time = Total chat time / Number of chats handled

Chat No Answer

Number of chats that are connected to the agent, but not answered.

Average Acceptance Time

Elapsed time between the time that a chat alert is presented on the desktop and the time that the chat is answered by an agent or disconnected. This field is blank if the chat was not presented to an agent.

Average Chat Duration by Date

Displays the average chat duration for a day.

Peak Chats by Date

Displays the hour that received the highest number of chats in a day.

Total Incoming Chats by Date

Displays the number of chats that are received by Unified CCX for a day.

Date

Date for which the information is displayed.

Total Incoming Chats

Number of chat contacts that are received daily by Unified CCX.

Summary info—Sum of the records in this column.

Avg Chats (per Hour)

Average number of chat contacts that are received in an hour.

Summary info—Maximum value in this column.

Peak Chats (per Hour)

Number of chat contacts that are received during the peak hour.

Summary info—Maximum value in this column.

Peak Hour Time—Start

Start time of the peak hour (the hour when the largest number of chat contacts are received).

Peak Hour Time—End

End time of the peak hour (the hour when the largest number of chat contacts are received).

Chat Duration—Avg

Average chat duration for the day.

Summary info—Maximum value in this column.

Chat Duration—Min

Duration of the shortest chat for the day.

Summary info—Minimum value in this column.

Chat Duration—Max

Duration of the longest chat for the day.

Summary info—Maximum value in this column.

Agent Name

Name of the agent to whom the email messages are routed.

Agent Id

Login user ID of the agent.

Login Date

Date the agent logged in.

Duration—Logged-In

Total time the agent logged in.

Summary info—Sum of the records in this column.

Duration—Not Ready

Total time the agent spent in the E-Mail Not Ready state.

Summary info—Sum of the records in this column.

Duration—Ready

Total time the agent spent in the E-Mail Ready state.

Summary info—Sum of the records in this column.

Number of Emails—Presented

Number of email messages that are presented to the agent.

Summary info—Sum of the records in this column.

Number of Emails—Requeued

Number of email messages that the agent requeued. The requeue date and time determines whether the email message falls within the interval.

Summary info—Sum of the records in this column.

Number of Emails—Sent

Number of email messages that the agent replied and forwarded. The send date and time determines whether the email message falls within the interval.

Summary info—Sum of the records in this column.

Number of Emails—Discarded

Number of email messages that the agent discarded. The discarded date and time determines whether the email message falls within the interval.

Summary info—Sum of the records in this column.

Avg On Desk

Average on-desk time = Total time spent on handling email contacts/Number of emails sent, requeued and discarded.

Contact ID

Unique social contact ID that identifies the email contact.

Sequence No

Number that the system assigns to each contact leg. The sequence number starts with 0 and increases by 1 for each leg of a contact, such as requeue.

CSQ Name

Name of the Contact Service Queue (CSQ) that routed the email contact to the agent.

Agent Name

First name and last name of the agent who responded to the email message.

Received

Date and time that the contact center received the email message.

Retrieved

Date and time that the agent retrieved the email message.

Replied

Date and time that the agent responded to the email message.

Discarded

Date and time that the agent discarded the email message.

Forwarded

Date and time that the agent forwarded the email message.

From Address

Email address of the customer who sent the email message.

Reply-To Address

Email address of the customer to whom the response is sent.

To Address

Email addresses in the To field, to which the email message was sent.

Recipients—To

Email address of the contact center to which the email message was sent.

Recipients—CC

Email addresses in the CC field, to which the email message was sent as a copy.

Recipients—Bcc

Email addresses in the Bcc field, to which the email message was sent as a blind copy.

Subject

Subject line of the received email message.

Contact Disposition

Disposition of the email contact.

Contact Type

Contact type of the email contact.

CSQ Name

Displays information for the specified CSQs.

Agent Name

Displays information for the specified agents.

Subject

Displays information for the specified subject or part of the subject. This parameter is case sensitive.

Email CSQ Agent Activity by Agent State

Displays the number of email messages that are handled in a category by the agents.

Email CSQ Agent Activity by CSQ

Displays the number of email messages that are handled in a category by the CSQs.

Email CSQ Agent Activity by Date

Displays the number of email messages that are handled in a category for a day.

CSQ Name

Name of the CSQ through which the email messages are routed.

Date

Date of each day in the interval.

Agent Name

Name of the agent to whom the email messages are routed.

Retrieved

Number of email messages that are routed through the CSQ to the agent and then retrieved by the agent. The retrieved date time determines whether the email message falls within the interval.

Summary info—Sum of the records in this column.

Requeued

Number of email messages that are requeued to the agent. The requeue date and time determines whether the email message falls within the interval.

Summary info—Sum of the records in this column.

Sent

Number of email messages that the agent replied and forwarded. The send date and time determines whether the email message falls within the interval.

Summary info—Sum of the records in this column.

Discarded

Number of email messages that the agent discarded. The discarded date and time determines whether the email message falls within the interval.

Summary info—Sum of the records in this column.

Avg On Desk

Average on-desk time = On-desk time / Number of emails sent, requeued and discarded.

On-desk time = Time the agent processed the email - Time the agent received the email. (This includes the emails sent, requeued and discarded by the agent.)

Email Inbox Traffic Analysis by Date Chart

Displays the number of email messages received for the specified date or date range.

Email Inbox Traffic Analysis by Email Address

Displays the number of email messages received by an email address.

Email Address

Email address to which the email messages are addressed.

Received Date

Date on which the email was received.

Email Count

Number of email messages that are received by an email address for the specified date or date range.

Email Addresses

Displays list of valid email addresses.

Displays a list of valid email addresses

Groups data by email address.

Date

Displays information by date.

Agent Name

First name and last name of the agent.

Agent_ID

Login ID of the agent.

Agent Extension

Last active Unified CCX extension that Unified Communications Manager assigned to the agent.

Calls Presented

Calls that are sent to the agent, regardless of whether the agent selects the call.

If a call connects to an agent, transfers to another agent, and then transfers back to the original agent, the value for the original agent increases by two (once for each time the call presents).

Calls Handled

Calls that are connected to the agent.

• If the agent establishes a conference with another agent, this value increases by one for the conferenced agent.

• If the agent transfers a call and the call is transferred back to the agent, this value increases by two.

Calls Abandoned

Calls that are abandoned at the agent level.

Total Logged In Time

Total time that the agent is logged in to Unified CCX.

Average Logged In Time

Average logged-in time = Logged-in time of the agent / Number of logged-in sessions of the agent

Not Ready Time

Time that the agent spent in Not Ready state.

Not Ready Time (%)

Percentage of time that the agent spent in Not Ready state.

Ready Time

Time that the agent spent in Ready state.

Ready Time (%)

Percentage of time that the agent spent in Ready state.

Reserved Time

Time that the agent spent in Reserved state.

Reserved Time (%)

Percentage of time that the agent spent in Reserved state.

Talk Time

Time that the agent spent in Talking state.

Talk Time (%)

Percentage of time that the agent spent in the Talking state.

Work Time

Time that the agent spent in the Work state.

Work Time (%)

Percentage of time that the agent spent in the Work state.

Avg Handle Time

Average handle time for all calls that the agent handled.

Handle time = Talk time + Hold time + Work time

Max Handle Time

Longest handle time of any call that the agent handled.

Avg Talk Time

Average talk time for calls that the agent handled.

Elapsed time between the time an agent connects to a call and time when the call is disconnected or transferred, not including hold time.

Max Talk Time

Longest talk time of any call that the agent handled.

Avg Hold Time

Average hold time for calls that the agent handled.

Max Hold Time

Longest hold time of any call that the agent handled.

Avg Work Time

Average time that an agent spent in Work state after calls.

Max Work Time

Longest time that an agent spent in Work state after a call.

Avg Idle Time

Average time that an agent spent in Not Ready state.

Max Idle Time

Longest time that an agent spent in Not Ready state.

Handle Ratio

Handle ratio = Calls that the agent handled / Calls that are routed to the agent

Total Inbound

Total calls that the agent receives.

Total Inbound = Inbound Automatic Call Distribution (ACD) calls + Inbound non-ACD calls.

Inbound ACD-Total

Unified CCX calls that the agent receives.

Inbound ACD-Avg Talk Time

Average time that the agent spent in Talking state for received Unified CCX calls.

Inbound ACD-Avg Hold Time

Average time that the agent put the received Unified CCX calls on hold.

Inbound ACD-Avg Work Time

Average time that the agent spent in Work state for received Unified CCX calls.

Inbound Non-ACD On IPCC-Total

Non-Unified CCX calls that are received by the agent on a Unified CCX extension, including calls made by other agents and by outside parties.

Inbound Non-ACD On IPCC-Avg Talk Time

Average time that the agent spent in Talking state for non-Unified CCX calls received on a Unified CCX extension.

Inbound Non-ACD On IPCC-Max Talk Time

Maximum time that the agent spent in Talking state on a non-Unified CCX call received on a Unified CCX extension.

Inbound Non-ACD On Non-IPCC-Total

Non-Unified CCX calls received by the agent on a non-Unified CCX extension including calls that are made by other agents and by outside parties.

Inbound Non-ACD On Non-IPCC- Avg Talk Time

Average time that the agent spent in Talking state for non-Unified CCX calls received on a non-Unified CCX extension.

Inbound Non-ACD On Non-IPCC- Max Talk Time

Maximum time that the agent spent in Talking state on a received non-Unified CCX call that is received on a non-Unified CCX extension.

Outbound On IPCC-Total

Calls that the agent dials on a Unified CCX extension including both connected and attempted calls.

Outbound On IPCC-Avg Call Time

Average call time of the outbound calls on a Unified CCX extension.

Outbound On IPCC-Max Call Time

Maximum time that the agent spent in Talking state on an outbound call on a Unified CCX extension.

Outbound On Non-IPCC-Total

Calls that the agent dials on a non-Unified CCX extension including both connected and attempted calls.

Outbound On Non-IPCC-Avg Call Time

The average call time and the longest call time that is spent for the outbound calls on a non-Unified CCX extension.

Outbound On Non-IPCC-Max Call Time

Maximum time that the agent spent in Talking state on an outbound call on a non-Unified CCX extension.

ACD-Transfer In

Unified CCX calls that are transferred to the agent.

Non-ACD-Transfer In

Non-Unified CCX calls that are transferred to the agent.

ACD-Transfer Out

Unified CCX calls that the agent transfers out.

Non-ACD-Transfer Out

Non-Unified CCX calls that the agent transfers out.

ACD-Conference

Inbound Unified CCX conference calls in which the agent participates.

Non-ACD-Conference

Non-Unified CCX conference calls in which the agent participates.

Resource Group List

Displays information for agents who belong to the specified resource groups.

Agent List

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

Team Names

Displays information for agents who belong to the specified teams.

Agent Name

Sorts data by agent name.

Agent Name

First name and last name of the agent.

Agent_ID

Login ID of the agent.

Extension IPCC

Last active Unified CCX extension that Unified Communications Manager assigned to the agent.

Extension Non IPCC

Last active non-Unified CCX extension that Unified Communications Manager assigned to the agent. This field is blank if there are no calls to or from the non-Unified CCX extension.

Total Inbound

Total calls that the agent receives.

Total Inbound = Inbound Automatic Call Distribution (ACD) calls + Inbound non-ACD calls.

Inbound ACD—Total

Unified CCX calls that the agent receives.

Inbound ACD—Avg Talk Time

Average time that the agent spent in Talking state for received Unified CCX calls.

Inbound ACD—Avg Hold Time

Average time that the agent put the received Unified CCX calls on hold.

Inbound ACD—Avg Work Time

Average time that the agent spent in Work state for received Unified CCX calls.

Inbound Non-ACD On IPCC—Total

Non-Unified CCX calls that are received by the agent on a Unified CCX extension, including calls made by other agents and by outside parties.

Inbound Non-ACD On IPCC—Avg Talk Time

Average time that the agent spent in Talking state for non-Unified CCX calls received on a Unified CCX extension.

Inbound Non-ACD On IPCC—Max Talk Time

Maximum time that the agent spent in Talking state on a non-Unified CCX call received on a Unified CCX extension.

Inbound Non-ACD On Non-IPCC—Total

Non-Unified CCX calls received by the agent on a non-Unified CCX extension including calls made by other agents and by outside parties.

Inbound Non-ACD On Non-IPCC— Avg Talk Time

Average time that the agent spent in Talking state for non-Unified CCX calls received on a non-Unified CCX extension.

Inbound Non-ACD On Non-IPCC— Max Talk Time

Maximum time that the agent spent in Talking state on a received non-Unified CCX call received on a non-Unified CCX extension.

Outbound On IPCC—Total

Calls that the agent dials on a Unified CCX extension including both connected and attempted calls.

Outbound On IPCC—Avg Call Time

Average call time of the outbound calls on a Unified CCX extension.

Outbound On IPCC—Max Call Time

Maximum time that the agent spent in Talking state on an outbound call on a Unified CCX extension.

Outbound On Non-IPCC—Total

Calls that the agent dials on a non-Unified CCX extension including both connected and attempted calls.

Outbound On Non-IPCC—Avg Call Time

The average call time and the longest call time spent for the outbound calls on a non-Unified CCX extension.

Outbound On Non-IPCC—Max Call Time

Maximum time that the agent spent in Talking state on an outbound call on a non-Unified CCX extension.

ACD—Transfer In

Unified CCX calls that are transferred to the agent.

ACD—Transfer Out

Unified CCX calls that the agent transfers out.

ACD—Conference

Inbound Unified CCX conference calls in which the agent participates.

Resource Group Names

Displays information for agents who belong to the specified resource groups.

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

Team Names

Displays information for agents who belong to the specified teams.

Agent Detail Report

Displays the average time that an agent spends in Talking and Work states, and the time the agent put the calls on hold.

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Extension

Unified CCX extension that Unified Communications Manager assigned to the agent.

Call Start Time

Date and time the call leg rings at the agent extension.

Call End Time

Date and time the call leg is disconnected or transferred.

Duration

Elapsed time between the call start time and the call end time.

Summary info—Sum of values in this column.

Called Number

Telephone number that the caller dials.

Call ANI

Originator's telephone number. (ANI = Automatic Number Identification)

Call Routed CSQ

Contact Service Queue (CSQ) that handled the call. A call is considered handled if the caller is connected to an agent while queued for this CSQ.

Other CSQs

If the call is queued to multiple CSQs, name of one of the CSQs to which the call was queued is displayed.

Displays "…" to indicate there are more CSQs to which the call was queued.

Call Skills

Skills that are associated with the CSQ that handled the call.

Talk Time

Summary info—Sum of values in this column.

Hold Time

Total time the agent put the calls on hold. Not applicable for non-Unified CCX calls.

Summary info—Sum of values in this column.

Work Time

Time that the agent spent in Work state after the call. Not applicable for non-Unified CCX calls.

Summary info—Sum of values in this column.

Call Type

Type of call.

Resource Group Name

Displays information for agents who belong to the specified resource groups.

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

Team Names

Displays information for agents who belong to the specified teams.

Call Type

Displays information for the specified call types.

Agent Login Logout Activity Report

Displays total logged-in time for each agent.

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Extension

Last active Unified CCX extension that Unified Communications Manager assigned to the agent.

Agent Login Details—LBLT

Less-than sign (<) indicates that the agent logged in before the report period. (LBLT = Logged In Before Login Time)

Agent Login Details—Login Time

Date and time that the agent logged in.

Agent Logout Details—LOALT

Greater-than sign (>) indicates that the agent is still logged in when the report is generated. (LOALT = Logged Out After Logout Time)

Agent Logout Details—Logout Time

Date and time that the agent logged out.

Logout Reason

Logged-In Duration

Elapsed time between the login time and the logout time.

Summary info—Sum of values in this column.

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

Team Names

Displays information for agents who belong to the specified teams.

Agent Not Ready Reason Code Summary Report

Displays the time agent spent in Not Ready state by reason code. Up to eight reason codes are displayed, and additional reason codes are listed under Other Reason Codes.

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Extension

Last active Unified CCX extension that Unified Communications Manager assigned to the agent.

Interval Start Time

Start date and time of each 30 or 60 minute interval or the start date and time for the report range.

Interval End Time

End date and time of each 30 or 60 minute interval or the end date and time for the report range.

Total Logged-in

Total time that the agent is logged in to Unified CCX.

Summary info—Sum of values in this column.

Total Not Ready

Total time that an agent spent in Not Ready state.

Summary info—Sum of values in this column.

Time in RC n1

Time that an agent spent in Not Ready state for the system-defined RC n1.

Summary info—Sum of values in this column.

Time in RC n2

Time that an agent spent in Not Ready state for the system-defined RC n2.

Summary info—Sum of values in this column.

Time in RC n3

Time that an agent spent in Not Ready state for the system-defined RC n3.

Summary info—Sum of values in this column.

Time in RC n4

Time that an agent spent in Not Ready state for the system-defined RC n4.

Summary info—Sum of values in this column.

Time in RC n5

Time that an agent spent in Not Ready state for the system-defined RC n5.

Summary info—Sum of values in this column.

Time in RC n6

Time that an agent spent in Not Ready state for the system-defined RC n6.

Summary info—Sum of values in this column.

Time in RC n7

Time that an agent spent in Not Ready state for the system-defined RC n7.

Summary info—Sum of values in this column.

Time in RC n8

Time that an agent spent in Not Ready state for the system-defined RC n8.

Summary info—Sum of values in this column.

Time in RC n9

Time that an agent spent on the secondary line for the system-defined RC n9.

Summary info—Sum of values in this column.

Time in RC n10

Time that an agent spent in Not Ready state for the system-defined RC n10.

Summary info—Sum of values in this column.

Time in RC n11

Time that an agent spent in Not Ready state for the system-defined RC n11.

Summary info—Sum of values in this column.

Time in Other RCs

Time that an agent spent in Not Ready state for reasons that are not shown in the previous eight columns.

Summary info—Sum of values in this column.

Interval Length

The following options are available:

• Entire report range—Displays information based on the set start and end time, but it does not display information for specific intervals within the report period.

• Thirty (30) minutes—Displays information for 30 minute intervals within the report period. The first interval begins at the report start time, the next interval begins 30 minutes after the report start time, and so on.

• Sixty (60) minutes—Displays information for 60 minute intervals within the report period. The first interval begins at the report start time, the next interval begins 60 minutes after the report start time, and so on.

Resource Group Names

Displays information for agents who belong to the specified resource groups.

Agent List

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

Team Names

Displays information for agents who belong to the specified teams.

Reason Codes

Displays information for up to 11 selected reason codes. Additional reason codes are listed under Time in Other RCs.

Agent State Detail Report

Displays time spent by the agent in agent states.

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Extension

Last active Unified CCX extension that Unified Communications Manager assigned to the agent.

State Transition Time

Date and time that the agent moved to a state.

Agent State

State of the agent—Logged-In, Logout, Not Ready, Ready, Reserved, Talk, or Work.

Reason

Duration

Time that the agent spent in a state.

Resource Group Names

Displays information for agents who belong to the specified resource groups.

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

Team Names

Displays information for agents who belong to the specified teams.

Time Spent in Agent State by Agent

Displays the time spent by the agent in each agent state.

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Extension

Last active Unified CCX extension that Unified Communications Manager assigned to the agent.

Interval Start Time

Start date and time of each 30 or 60 minute interval or the start date and time for the report range.

Interval End Time

End date and time of each 30 or 60 minute interval or the end date and time for the report range.

Total Logged In Time

Total time that the agent is logged in to Unified CCX.

Summary info—Sum of values in this column.

Not Ready Time—Not Ready

Time that the agent spent in Not Ready state.

Summary info—Sum of values in this column.

Not Ready Time—% Not Ready

Percentage of time that the agent spent in Not Ready state.

Summary info—Overall percentage.

Ready Time—Ready

Time that the agent spent in Ready state.

Summary info—Sum of values in this column.

Ready Time—% Ready

Percentage of time that the agent spent in Ready state.

Summary info—Overall percentage.

Reserved Time—Reserved

Time that the agent spent in Reserved state.

Summary info—Sum of values in this column.

Reserved Time—% Reserved

Percentage of time that the agent spent in Reserved state.

Summary info—Overall percentage.

Talk Time—Talking

Time that the agent spent in Talking state.

Summary info—Sum of values in this column.

Talk Time—% Talking

Percentage of time that the agent spent in Talking state.

Summary info—Overall percentage.

Work Time—Work

Time that the agent spent in Work state.

Summary info—Sum of values in this column.

Work Time—% Work

Percentage of time that the agent spent in Work state.

Summary info—Overall percentage.

Interval Length

Resource Group Names

Displays information for agents who belong to the specified resource groups.

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

Team Names

Displays information for agents who belong to the specified teams.

Time Spent in Agent State by Interval

Displays the time spent by agents in agent states.

Interval Start Time

Start date and time of each 30 or 60 minute interval or the report range's begin date and time.

Interval End Time

End date and time of each 30 or 60 minute interval or the report range's end date and time.

Agent Name

First name and last name of the agent.

Extension

Last active Unified CCX extension that Unified Communications Manager assigned to the agent.

Total Logged In Time

Total time that the agent is logged in to the Unified CCX.

Summary info—Sum of values in this column.

Not Ready Time—Time

Time that the agent spent in Not Ready state.

Summary info—Sum of values in this column.

Not Ready Time—%

Percentage of time that the agent spent in Not Ready state.

Summary info—Overall percentage.

Ready Time—Time

Time that the agent spent in Ready state.

Summary info—Sum of values in this column.

Ready Time—%

Percentage of time that the agent spent in Ready state.

Summary info—Overall percentage.

Reserved Time—Time

Time that the agent spent in Reserved state.

Summary info—Sum of values in this column.

Reserved Time—%

Percentage of time that the agent spent in Reserved state.

Summary info—Overall percentage.

Talk Time—Time

Time that the agent spent in Talking state.

Summary info—Sum of values in this column.

Talk Time—%

Percentage of time that the agent spent in Talking state.

Summary info—Overall percentage.

Work Time—Time

Time that the agent spent in Work state.

Summary info—Sum of values in this column.

Work Time—%

Percentage of time that the agent spent in Work state.

Summary info—Overall percentage.

Interval Length

Resource Group Names

Displays information for agents who belong to the specified resource groups. The report displays information only for the time when the agent was part of one of the selected resource groups.

Agent Names

Displays information for the selected agents.

Skill Names

Displays information for agents who possess the selected skills. The report displays information only for the time when the agent possessed one of the selected skills.

Team Names

Displays information for agents who belong to the selected teams. The report displays information only for the time when the agent was part of one of the selected teams.

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Extension

Last active Unified CCX extension that Unified Communications Manager assigned to the agent.

Average Logged in Time

Average logged-in time = Logged-in time of the agent / Number of logged-in sessions of the agent

Calls Handled

Summary info—Sum of values in this column.

Calls Presented

Calls that are sent to the agent, regardless of whether the agent picks up the call.

If a call is connected to an agent, transferred to another agent, and then transferred back to the original agent, the value for the original agent increases by two (once for each time the call was presented).

Summary info—Sum of values in this column.

Handle Ratio

Handle ratio = Calls that the agent handled / Calls that are routed to the agent

Summary info—Overall percentage.

Handle Time—Avg

Average handle time for all calls that the agent handled.

Handle time = Talk time + Hold time + Work time

Handle Time—Max

Longest handle time of any call that the agent handled.

Talk Time—Avg

Average talk time for calls that the agent handled.

Elapsed time between the time an agent connects to a call and time when the call is disconnected or transferred, not including hold time.

Talk Time—Max

Longest talk time of any call that the agent handled.

Hold Time—Avg

Average hold time for calls that the agent handled.

Hold Time—Max

Longest hold time of any call that the agent handled.

Work Time—Avg

Average time that an agent spent in Work state after calls.

Work Time—Max

Longest time that an agent spent in Work state after a call.

Idle Time—Avg

Average time that an agent spent in Not Ready state.

Idle Time—Max

Longest time that an agent spent in Not Ready state.

Resource Group Names

Displays information for agents who belong to the specified resource groups.

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

Team Names

Displays information for agents who belong to the specified teams.

Top N Calls Handled / Presented Ratio

Displays information for agents with the largest ratios of calls handled to calls routed.

Bottom N Calls Handled / Presented Ratio

Displays information for agents with the smallest ratios of calls handled to calls routed.

Top N Avg Hold Time

Displays information for agents with the longest average hold times.

Bottom N Avg Hold Time

Displays information for agents with the shortest average hold times.

Top N Avg Talk Time

Displays information for agents with the longest average talk times.

Bottom N Avg Talk Time

Displays information for agents with the shortest average talk times.

Top N Avg Work Time

Displays information for agents with the longest average work times.

Bottom N Avg Work Time

Displays information for agents with the shortest average work times.

Top N Avg Handle Time

Displays information for agents with the longest average handle times.

Bottom N Avg Handle Time

Displays information for agents with the shortest average handle times.

Wrap-Up Reason

Name of the wrap-up reason selected by the agent.

Agent Name

Name of the agent who has selected the Wrap-Up Reason.

Agent ID

Login ID of the agent.

Total

Total number of calls for which wrap-up reasons are applied.

Wrap Up Data List

Displays statistics of the specified wrap-up data.

Agent Name

Wrap-Up Reason

Groups information by Wrap-Up Reason.

Agent Name

First name and last name of the agent.

Agent ID

Login ID of the agent.

Extension

Unified CCX extension that Unified Communications Manager assigned to the agent.

NodeID-SessionID-Seq Number

Node ID is the unique numeric ID, which starts from 1, that the system assigns to each Unified CCX server in the cluster.

Session ID is the unique session ID that the system assigns to a call.

Session sequence number is the number that the system assigns to each call leg. The session sequence number increases by 1 for each leg of a call.

Together, these three values uniquely identify an Automatic Call Distribution (ACD) call that is processed by the system.

Call Start Time

Date and time at which the call was connected to the agent.

Call End Time

Date and time at which the call was disconnected

Call ANI

Telephone number of the calling party. (ANI = Automatic Number Identification)

Called Number

Telephone number that is dialed by the calling party.

Call Routed CSQ

Contact Service Queue (CSQ) to which the call is routed and handled. A call can be queued to multiple CSQs.

Skills

Skills that are associated with the CSQ that handled the call.

Talk Time

Time that the agent spent in Talking state.

Summary info—Sum of values in this column.

Hold Time

Time that the agent put the calls on hold.

Summary info—Sum of values in this column.

Work Time

Time that the agent spent in Work state after the call.

Summary info—Sum of values in this column.

Wrap-Up

Agents can select up to five wrap-up reasons for voice calls. Based on the selection, Reason 1 to Reason 5 columns in the Wrap-Up column displays the reasons.

Resource Group Names

Displays information for agents who belong to the specified resource groups.

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

Team Names

Displays information for agents who belong to the specified teams.

Node ID – Session ID – Sequence No

Node ID is the unique numeric ID, which starts from 1, that the system assigns to each Unified CCX server in the cluster.

Session ID is the unique session ID that the system assigns to a call.

Session sequence number is the number that the system assigns to each call leg. The session sequence number increases by 1 for each leg of a call.

Together, these three values uniquely identify an Automatic Call Distribution (ACD) call that is processed by the system.

Start Time

Date and time the call starts.

End Time

Date and time the call was disconnected, transferred, or redirected.

Contact Disposition

Disposition of the call.

Agent Name

First name and last name of the agent.

Application Name

Unified CCX or Unified IP IVR application that is associated with the route point.

Custom Variable 1

Contents of the variable _ccdrVar1. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 2

Contents of the variable _ccdrVar2. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 3

Contents of the variable _ccdrVar3. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 4

Contents of the variable _ccdrVar4. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 5

Contents of the variable _ccdrVar5. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 6

Contents of the variable _ccdrVar6. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 7

Contents of the variable _ccdrVar7. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 8

Contents of the variable _ccdrVar8. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 9

Contents of the variable _ccdrVar9. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 10

Contents of the variable _ccdrVar10. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Original Called Number

Displays information for the specified original called numbers.

Called Number

Displays information for the specified called numbers.

Calling Number

Displays information for the specified calling numbers. The calling number is the same as the Originator DN.

Application Name

Displays information for the specified applications.

Contact Type

Displays information for the specified contact types.

Originator Type

Displays information for the specified originator types.

Destination Type

Displays information for the specified destination types.

Duration Greater Than Equal to T seconds

Displays calls with duration greater than or equal to the number of seconds specified by T.

Duration Less Than Equal to T seconds

Displays calls with duration less than or equal to the number of seconds specified by T.

Custom Variable 1

Displays calls for which Custom Variable 1 contains the string or any of the substrings.

Custom Variable 2

Displays calls for which Custom Variable 2 contains the string or any of the substrings.

Custom Variable 3

Displays calls for which Custom Variable 3 contains the string or any of the substrings.

Custom Variable 4

Displays calls for which Custom Variable 4 contains the string or any of the substrings.

Custom Variable 5

Displays calls for which Custom Variable 5 contains the string or any of the substrings.

Custom Variable 6

Displays calls for which Custom Variable 6 contains the string or any of the substrings.

Custom Variable 7

Displays calls for which Custom Variable 7 contains the string or any of the substrings.

Custom Variable 8

Displays calls for which Custom Variable 8 contains the string or any of the substrings.

Custom Variable 9

Displays calls for which Custom Variable 9 contains the string or any of the substrings.

Custom Variable 10

Displays calls for which Custom Variable 10 contains the string or any of the substrings.

Any Custom Variable

Displays calls with any of the 10 custom variables containing the string or any of the substrings.

Average Call Duration by Called Number

Displays the average call time for a dialed number.

Total Calls by Called Number

Displays the number of calls to each number, including calls to applications and agents.

Called Number

Route point number associated with the application or extension of the destination agent.

Call Type

Call to an application or call to an agent.

Total Calls

Number of calls to each number.

Summary info—Sum of values in this column.

Avg Calls (per day)

Average number of calls per day.

Avg Call Duration

Average duration of calls to each telephone number.

Common Skill CSQ Activity Report

Displays number of handled calls and abandoned calls for a day.

Skills

Skills that are associated with the CSQ to which the call is routed.

Interval Start Time

Start date and time of each 30 or 60 minute interval or the start date and time for the report range.

Interval End Time

End date and time of each 30 or 60 minute interval or the end date and time for the report range.

CSQ Name

Name of the CSQ that routed the call to the agent.

Calls Presented—Total

Calls offered to each individual CSQ within the group, regardless of whether the agent answered the call.

Summary info—Sum of values in this column.

Calls Presented—Avg Queue Time

Average queue time for the calls routed to the CSQ.

Calls Presented—Max Queue Time

Longest queue of all calls routed to the CSQ (abandoned, handled, aborted, or rejected).

Calls Handled—Total

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

Summary info—Sum of values in this column.

Calls Handled—Avg Handle Time

Average handle time for all calls that the CSQ handled.

Handle time = Talk time+ Hold time + Work time

Summary info—Overall average handle time = Total handle time / Total calls handled

Calls Handled—Max Handle Time

Longest handle time for any call that the CSQ handled.

Summary info—Maximum value in this column.

Calls Abandoned—Total

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

Summary info—Sum of values in this column.

Calls Abandoned—Avg Queue Time

Average time that the calls spent in the queue before being abandoned.

Calls Abandoned—Max Queue Time

Maximum time a call spent in the queue before being abandoned.

Service Level—Percentage SL Met

(Calls handled within service level / Calls presented) * 100%

Summary info—Overall percentage.

Interval Length

CSQ Names

Displays information for the specified CSQs.

Calls Handled, Abandoned, and Dequeued by CSQ

Displays the number of calls handled, abandoned, and dequeued for a CSQ.

Total Calls That Met Service Level by CSQ

Displays the number of calls handled and calls handled within the time entered in the Service Level field for a CSQ. The Service Level field is set by the administrator.

CSQ Name

CSQ to which the call is queued.

CSQ ID

Unique ID of the CSQ.

Call Skills

Skills that are associated with the CSQ to which the call is routed.

Interval Start Time

Start date and time of each 30 or 60 minute interval or the start date and time for the report range.

Interval End Time

End date and time of each 30 or 60 minute interval or the end date and time for the report range.

Service Level (sec)

Value that was entered in the Service Level field when the CSQ was set up in Unified CCX Administration. If the service level changes during the report period, the report shows the old and new service level values.

Calls Handled < Service Level

Calls that are handled within the time shown in the Service Level field. A call is handled when an agent picks up the call.

Summary info—Sum of values in this column.

Calls Abandoned < Service Level

Calls that are abandoned within the time shown in the Service Level field. A call is abandoned if the call disconnects before connecting to an agent.

Summary info—Sum of values in this column.

Percentage of Service Level Met—Only Handled

Percentage of handled calls that were handled within the time shown in the Service Level field. This value is calculated as follows:

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

Summary info—Overall percentage of handled calls that met the handled service level.

Percentage of Service Level Met—With No Abandoned Calls

Percentage of presented calls, not counting abandoned calls, handled within the time shown in the Service Level field. This value is calculated as follows:

(Number of calls handled within the service level / (Number of calls presented – Number of calls abandoned within the service level) x 100%

Summary info—Overall percentage of presented calls that met the handle service level (excluding the calls that met the abandoned service level).

Percentage of Service Level Met—With Abandoned Calls Counted Positively

Percentage of presented calls that are handled or abandoned 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 met that service level. This value is calculated as follows:

([Number of calls handled within the service level + Number of calls abandoned within the service level] / Number of calls presented) x 100%

Summary info—Overall percentage of presented calls that met either the handled or the abandoned service level.

Percentage of Service Level Met—With Abandoned Calls Counted Negatively

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

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

Summary info—Overall percentage of presented calls that met the handled service level.

Calls Presented

Calls routed to the CSQ regardless of whether an agent picked up the call.

Summary info—Sum of values in this column.

Calls Handled—Handled

Number of calls that are handled by the CSQ.

Summary info—Sum of values in this column.

Calls Handled—%

Percentage of calls that were handled by the CSQ. The percentage is calculated as follows:

(Number of calls handled) / (Number of calls presented) x 100%

Summary info—Overall percentage.

Calls Abandoned—Abandoned

Number of calls that were routed to the CSQ and were abandoned.

Summary info—Sum of values in this column.

Calls Abandoned—%

Percentage of calls that were routed to the CSQ and were abandoned. The percentage is calculated as follows:

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

Summary info—Overall percentage.

Calls Dequeued—Dequeued

Number of calls that were dequeued.

Summary info—Sum of values in this column.

Calls Dequeued—%

Percentage of calls that were dequeued. The percentage is calculated as follows:

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

Summary info—Overall percentage.

Interval Length

CSQ Names

Displays information for the specified CSQs.

CSQ

CSQ to which the call is queued.

Date

Datewise grouping for corresponding intervals.

Interval Start Time

Start date and time of 30 or 60 minute interval or the start date and time for the report range.

Interval End Time

End date and time of 30 or 60 minute interval or the end date and time for the report range.

Calls Presented

Calls that are routed to the CSQ, regardless of whether an agent picked up the call.

Summary info-Sum of values in this field.

Calls Handled-Handled

Number of calls that were handled by the CSQ.

Summary info-Sum of values in this field.

Calls Handled < Service Level

Calls that are handled within the time shown in the Service Level field. A call is handled when an agent picks up the call.

Summary info-Sum of values in this column.

Service Level (sec)

Value that was entered in the Service Level field when the CSQ was set up in Unified CCX Administration. If the service level changes during the report period, the report shows the old and new service level values.

Calls Abandoned-Abandoned

Number of calls that were routed to the CSQ and were abandoned.

Summary info-Sum of values in this field.

Calls Abandoned < Service Level

Calls that are abandoned within the time shown in the Service Level field. A call is abandoned if the call disconnects before connecting to an agent.

Summary info-Sum of values in this column.

Abandoned Rate-%

Percentage of calls that were routed to the CSQ and were abandoned. The percentage is calculated as follows:

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

Summary info-Overall percentage.

Interval Length

Time Zone

Displays list of all time zones. User has to select their respective time zone while generating this report.

CSQ List

Displays information for the specified CSQs.

CSQ Name

Sorts data by CSQ name.

Date

Sorts data by Interval Start Time.

Average Handle Time by CSQ

Displays the average handle time for handled calls for a CSQ.

Average Speed of Answer by CSQ

Displays the average speed of answer for handled calls for a CSQ.

Average Time to Abandon by CSQ

Displays the average time calls spent in the queue before being abandoned from a CSQ.

Average Time to Dequeue by CSQ

Displays the average time calls spent in the queue before being dequeued from a CSQ.

Max Queue Time For Call Presented by CSQ

Longest queue time the calls spent in queue for a CSQ.

CSQ Name

CSQ to which the call is queued.

CSQ ID

Unique ID of the CSQ.

Skills

Skills that are associated with the CSQ to which the call is routed.

Calls Presented

Number of calls routed to the CSQ, regardless of whether an agent picked up the call.

Summary info—Sum of values in this column.

Avg Queue Time

Average queue time for all calls routed to the CSQ.

Max Queue Time

Longest queue time of any one call that was routed to the CSQ.

Summary info—Maximum value in this column.

Calls Handled

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

Summary info—Sum of values in this column.

Avg Speed of Answer

Average answer speed = Total queue time / Calls handled

Avg Handle Time

Average handle time for all calls that the CSQ handled.

Max Handle Time

Longest handle time of any call that the CSQ handled.

Handle time = Talk time + Hold time + Work time

Summary info—Maximum value in this column.

Calls Abandoned

Calls that are routed to the CSQ that were not answered by an agent because the caller hung up or was disconnected.

Summary info—Sum of values in this column.

Avg Time to Abandon

Average time the calls spent in the queue before being abandoned.

Max Time to Abandon

Longest time any one call spent in the queue before being abandoned.

Summary info—Maximum value in this column.

Avg Abandon Per Day

Average abandoned calls in a day = Number of calls abandoned / Number of days

Max Abandon Per Day

Largest number of calls abandoned on a single day.

Summary info—Maximum value in this column.

Calls Dequeued

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

Summary info—Sum of values in this column.

Avg Time to Dequeue

Average time the calls spent in the queue before being dequeued.

Max Time to Dequeue

Longest time any one call spent in the queue before being dequeued.

Summary info—Maximum value in this column.

Calls Handled by Other

Total of the following calls:

• Calls that are queued for the CSQ, then dequeued by the Dequeue step in a workflow, then marked as handled by the Set Contact Info step in the workflow.
• Calls that are queued for more than one CSQ and then handled by another CSQ.

Summary info—Sum of values in this column.

CSQ Names

Displays information for the specified CSQs.

CSQ Type

Includes these options:

• Resource Group—Displays information for the CSQs that are configured with the Resource Pool Selection Model set to Resource Group in Unified CCX Administration.
• Skill Group—Displays information for the CSQs that are configured with the Resource Pool Selection Model set to Resource Skills in Unified CCX Administration.

Calls Handled, Abandoned and Dequeued by Interval

Displays the number of calls that are handled, abandoned, and dequeued for a Contact Service Queue (CSQ).

Total Calls that met Service Level by Interval

Displays the number of handled calls handled and calls that are handled within the time that is entered in the Service Level field for a CSQ. Service Level is set by the administrator.

Interval Start Time

Start date and time of each 30 or 60 minute interval or the start date and time for the report range.

Interval End Time

End date and time of each 30 or 60 minute interval or the end date and time for the report range.

CSQ Name

CSQ to which the call is queued.

Skills

Skills that are associated with the CSQ to which the call is routed.

Service Level (sec)

Value that was entered in the Service Level field when the CSQ was set up in Unified CCX Administration. If the service level changes during the report period, the report shows the old and new service level values.

Calls Handled < Service Level

Calls that are handled within the time shown in the Service Level field. A call is handled when an agent picks up the call.

Summary info—Sum of values in this column.

Calls Abandoned < Service Level

Calls that are abandoned within the time shown in the Service Level field. A call is abandoned if the call disconnects before connecting to an agent.

Summary info—Sum of values in this column.

Percentage of Service Level Met—Only Handled

Percentage of handled calls that are handled within the time shown in the Service Level field. This value is calculated as follows:

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

Summary info—Overall percentage of handled calls that met the handled service level.

Percentage of Service Level Met—With No Abandoned Calls

Percentage of presented calls, not counting abandoned calls, that are handled within the time shown in the Service Level field. This value is calculated as follows:

(Number of calls handled within service level / (Number of calls presented – Number of calls abandoned within service level) x 100%

Summary info—Overall percentage of presented calls that met the handle service level (excluding the calls that met the abandoned service level).

Percentage of Service Level Met—With Abandoned Calls Counted Positively

Percentage of presented calls that are handled or abandoned within the time shown in the Service Level field. For this value, calls that are abandoned within the time shown in the Service Level field have met that service level. This value is calculated as follows:

([Number of calls handled within service level + Number of calls abandoned within service level] / Number of calls presented) x 100%

Summary info—Overall percentage of presented calls that met either the handled or the abandoned service level.

Percentage of Service Level Met—With Abandoned Calls Counted Negatively

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

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

Summary info—Overall percentage of presented calls that met the handled service level.

Calls Presented

Calls that are routed to the CSQ, regardless of whether an agent picked up the call.

Summary info—Sum of values in this field.

Calls Handled—Handled

Number of calls that were handled by the CSQ.

Summary info—Sum of values in this field.

Calls Handled—%

Percentage of calls that were handled by the CSQ. The percentage is calculated as follows:

(Number of calls handled / Number of calls presented) x 100%

Summary info—Overall percentage.

Calls Abandoned—Abandoned

Number of calls that were routed to the CSQ and were abandoned.

Summary info—Sum of values in this field.

Calls Abandoned—%

Percentage of calls that were routed to the CSQ and were abandoned. The percentage is calculated as follows:

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

Summary info—Overall percentage.

Calls Dequeued—Dequeued

Number of calls that were dequeued.

Summary info—Sum of values in this field.

Calls Dequeued—%

Percentage of calls that were dequeued. The percentage is calculated as follows:

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

Summary info—Overall percentage.

Interval Length

CSQ Names

Displays information for the specified CSQs.

Total Calls Abandoned by Time Interval & CSQ

Displays the total number of calls that are abandoned in each time interval by a Contact Service Queue (CSQ).

Total Calls Handled by Time Interval and CSQ

Displays the number of calls that are handled in each time interval by a CSQ.

CSQ Name

CSQ to which the call is queued.

CSQ ID

Unique ID of the CSQ.

Call Skills

Skills that are associated with the CSQ to which the call is routed.

Calls Handled

Number of calls handled by the CSQ. A call is handled when an agent picks up the call.

Summary info—Sum of values in this column.

Total/Percentage Calls Handled With Queue Time—0–15 sec

Number of handled calls with a queue time that is less than or equal to 15 seconds.

Total/Percentage Calls Handled With Queue Time—% 0–15 sec

Percentage of handled calls with a queue time that is less than or equal to 15 seconds.

Total/Percentage Calls Handled With Queue Time—0–30 sec

Number of handled calls with a queue time that is less than or equal to 30 seconds.

Total/Percentage Calls Handled With Queue Time—% 0–30 sec

Percentage of handled calls with a queue time that is less than or equal to 30 seconds.

Total/Percentage Calls Handled With Queue Time—0–45 sec

Number of handled calls with a queue time that is less than or equal to 45 seconds.

Total/Percentage Calls Handled With Queue Time—% 0–45 sec

Percentage of handled calls with a queue time that is less than or equal to 45 seconds.

Total/Percentage Calls Handled With Queue Time—0–60 sec

Number of handled calls with a queue time that is less than or equal to 60 seconds.

Total/Percentage Calls Handled With Queue Time—% 0–60 sec

Percentage of handled calls with a queue time that is less than or equal to 60 seconds.

Calls Abandoned

Calls that are abandoned from the CSQ. A call is abandoned if it was routed to the CSQ, but was not answered by an agent because the caller hung up or was disconnected.

Summary info—Sum of values in this column.

Total/Percentage Calls Abandoned With Queue Time—0–15 sec

Number of abandoned calls with a queue time that is less than or equal to 15 seconds.

Total/Percentage Calls Abandoned With Queue Time—% 0–15 sec

Percentage of abandoned calls with a queue time that is less than or equal to 15 seconds.

Total/Percentage Calls Abandoned With Queue Time—0–30 sec

Number of abandoned calls with a queue time that is less than or equal to 30 seconds.

Total/Percentage Calls Abandoned With Queue Time—% 0–30 sec

Percentage of abandoned calls with a queue time that is less than or equal to 30 seconds.

Total/Percentage Calls Abandoned With Queue Time—0–45 sec

Number of abandoned calls with a queue time that is less than or equal to 45 seconds.

Total/Percentage Calls Abandoned With Queue Time—% 0–45 sec

Percentage of abandoned calls with a queue time that is less than or equal to 45 seconds.

Total/Percentage Calls Abandoned With Queue Time—0–60 sec

Number of abandoned calls with a queue time that is less than or equal to 60 seconds.

Total/Percentage Calls Abandoned With Queue Time—% 0–60 sec

Percentage of abandoned calls with a queue time that is less than or equal to 60 seconds.

CSQ Names

Displays information for the specified CSQs.

Time Interval In Seconds

Specify the number of seconds. The default value is 15 seconds.

Total Calls Presented by CSQ and Call Priority

Displays the number of calls that are routed for each call priority in a CSQ.

CSQ Name

CSQ to which the call is queued.

CSQ ID

Unique ID of the CSQ.

Call Skills

Skills that are associated with the CSQ to which the call is routed.

Total Calls Presented

Calls that are presented to the CSQ, whether or not an agent picked up the call.

Summary info—Sum of values in this column.

Priority 1 (Low)—Total

Number of calls that are routed by this priority in a day to each CSQ.

Summary info—Sum of values in this column.

Priority 1 (Low)—Avg

Average number of calls that are routed by this priority in a day to each CSQ.

Priority 2—Total

Number of calls that are routed by this priority in a day to each CSQ.

Summary info—Sum of values in this column.

Priority 2—Avg

Average number of calls that are routed by this priority in a day to each CSQ.

Priority 3—Total

Number of calls that are routed by this priority in a day to each CSQ.

Summary info—Sum of values in this column.

Priority 3—Avg

Average number of calls that are routed by this priority in a day to each CSQ.

Priority 4—Total

Number of calls that are routed by this priority in a day to each CSQ.

Summary info—Sum of values in this column.

Priority 4—Avg

Average number of calls that are routed by this priority in a day to each CSQ.

Priority 5—Total

Number of calls that are routed by this priority in a day to each CSQ.

Summary info—Sum of values in this column.

Priority 5—Avg

Average number of calls that are routed by this priority in a day to each CSQ.

Priority 6—Total

Number of calls that are routed by this priority in a day to each CSQ.

Summary info—Sum of values in this column.

Priority 6—Avg

Average number of calls that are routed by this priority in a day to each CSQ.

Priority 7—Total

Number of calls that are routed by this priority in a day to each CSQ.

Summary info—Sum of values in this column.

Priority 7—Avg

Average number of calls that are routed by this priority in a day to each CSQ.

Priority 8—Total

Number of calls that are routed by this priority in a day to each CSQ.

Summary info—Sum of values in this column.

Priority 8—Avg

Average number of calls that are routed by this priority in a day to each CSQ.

Priority 9—Total

Number of calls that are routed by this priority in a day to each CSQ.

Summary info—Sum of values in this column.

Priority 9—Avg

Average number of calls that are routed by this priority in a day to each CSQ.

Priority 10 (High)—Total

Number of calls that are routed by this priority in a day to each CSQ.

Summary info—Sum of values in this column.

Priority 10 (High)—Avg

Average number of calls that are routed by this priority in a day to each CSQ.

Contact Service Queue Name

Displays information for the specified CSQs.

Percentage of Calls That Met Service Level

Displays the percentage of calls that are handled within the time entered in the Service Level field for a CSQ.

Total Calls That Met Service Level

Displays the number of calls that are handled within the time entered in the Service Level field for a CSQ.

CSQ Name

CSQ to which the call is queued.

CSQ ID

Unique ID of the CSQ.

Call Skills

Skills that are associated with the CSQ to which the call is routed.

Service Level (sec)

Value that was entered in the Service Level field when the CSQ was set up in Unified CCX Administration. If the service level changes during the report period, the report shows the old and new service level values.

Calls Presented

Calls that are routed to the CSQ, regardless of whether an agent picked up the call.

Total Service Level Met

Calls that are answered within the time set in the Service Level field in Unified CCX Administration.

% Service Level Met

(Calls handled within service level / Calls presented) x 100%

Number and % Of Calls Met SL For Each Call Priority—Priority 1 (Low)

Number of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—% Priority 1

Percentage of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—Priority 2

Number of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—% Priority 2

Percentage of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—Priority 3

Number of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—% Priority 3

Percentage of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—Priority 4

Number of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—% Priority 4

Percentage of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—Priority 5

Number of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—% Priority 5

Percentage of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—Priority 6

Number of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—% Priority 6

Percentage of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—Priority 7

Number of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—% Priority 7

Percentage of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—Priority 8

Number of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—% Priority 8

Percentage of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—Priority 9

Number of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—% Priority 9

Percentage of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—Priority 10 (High)

Number of calls with this call priority that are answered within the service level time.

Number and % Of Calls Met SL For Each Call Priority—% Priority 10

Percentage of calls with this call priority that are answered within the service level time.

Contact Service Queue Name

Displays information for the specified CSQs.

Calls Handled by CSQ and Agent

Displays the number of calls that are handled by agents for a CSQ.

CSQ Name

CSQ to which the call is queued.

CSQ ID

Unique ID of the CSQ.

Agent Name

First and last name of the agent who handled calls for this CSQ.

Extension

Unified CCX extension that Unified Communications Manager assigned to the agent.

Calls Handled

Calls that are queued for this CSQ and answered by this agent during the report period.

Talk Time—Avg

Average talk time for all calls that the agent handled for this CSQ. Talk time is the elapsed time between the time that an agent answers a call and the time the call is disconnected or transferred, not including hold time.

Average talk time = Total talk time / Number of calls handled

Talk Time—Total

Total talk time for all calls that the agent handled for this CSQ.

Work Time—Avg

Average time that an agent spent in Work state after calls.

Average work time = Total work time / Number of handled calls

Work Time—Total

Total time that an agent spent in Work state after receiving calls.

Total Ring Time

Elapsed time between the time that a call rang and the time the call was answered by an agent, routed to another agent, or disconnected. This field is blank if the call was not routed to an agent.

Calls On Hold

Calls that the agent put on hold.

Hold Time—Avg

Average hold time for calls that the agent put on hold. Not applicable to non-Unified CCX calls.

Average hold time = Total hold time / Number of calls put on hold.

Hold Time—Total

Total time that the call is on hold. Not applicable to non-Unified CCX calls.

Ring No Answer

Calls that were routed to the agent and the agent did not answer.

CSQ Names

Displays information for the specified CSQs.

CSQ Name

CSQ to which the call is queued.

Service Level (sec)

Value that was entered in the Service Level field when the CSQ was set up in Unified CCX Administration. If the service level changes during the report period, the report shows the old and new service level values.

Calls Presented

Calls routed to the CSQ regardless of whether an agent picked up the call.

Calls Handled

Number of calls that are handled by the CSQ.

Percentage Handled

Percentage of calls that were handled by the CSQ. The percentage is calculated as follows:

(Number of calls handled) / (Number of calls presented) x 100%

Avg Handled Time

Average handle time for all calls that the CSQ handled.

Handle time = Talk time + Hold time + Work time

Max Handled Time

Longest handle time for any call that the CSQ handled.

Calls Abandoned

Number of calls that were routed to the CSQ and were abandoned.

Percentage Abandoned

Percentage of calls that were routed to the CSQ and were abandoned. The percentage is calculated as follows:

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

Avg Abandoned Time

Average time that the calls spent in the queue before being abandoned.

Max Abandoned Time

Maximum time a call spent in the queue before being abandoned.

Calls Dequeued

Number of calls that were dequeued.

Percentage Dequeued

Percentage of calls that were dequeued. The percentage is calculated as follows:

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

Avg Dequeued Time

Average time that the calls spent in the queue before being dequeued.

Max Dequeued Time

Maximum time a call spent in the queue before being dequeued.

Avg Speed of Answer

Average answer speed = Total queue time / Calls handled

Calls Handled < Service Level

Calls that are handled within the time shown in the Service Level field. A call is handled when an agent picks up the call.

Calls Abandoned < Service Level

Calls that are abandoned within the time shown in the Service Level field. A call is abandoned if the call disconnects before connecting to an agent.

Avg Abandon Per Day

Average abandoned calls in a day = Number of calls abandoned / Number of days

Max Abandon Per Day

Largest number of calls abandoned on a single day.

Calls Handled by Other

Avg Queue Time

Average queue time for all calls routed to the CSQ.

Max Queue Time

Longest queue time of any one call that was routed to the CSQ.

CSQ Names

Displays information for the specified CSQs.

CSQ Name

Sorts data by CSQ name.

Number of Calls by Contact Disposition

Displays the percentage of calls that were handled, abandoned, aborted, and rejected.

Number of Calls by Originator Type

Displays the percentage of calls that were originated by an agent, a device (for example, a test call), and an unknown origin (for example, calls received through a gateway).

Contact—Type

Contact type of a call.

Contact—Disposition

Disposition of a call.

Originator—Type

Originator of the call.

Originator—ID

Login identification of the agent who originated the call, if Originator Type is 1.

Originator—DN

Originator telephone number.

Destination—Type

Destination of the call.

Destination—ID

Login identification of the agent who received the call, if Destination Type is 1.

Destination DN

Destination—Directory Number

Destination telephone number.

Called Number

If the call was a transfer, this field shows the number that the call was transferred to. In other cases, this information is the same as the Original Called Number.

Original Called Number

Number that is originally dialed by the caller—either a route point number or an agent extension.

Application Name

Unified CCX or Unified IP IVR application that is associated with the route point.

Queue Time

Elapsed time between the time a call entered the Contact Service Queue (CSQ) and the time that the call rang. This value is zero for other calls.

Summary info—Sum of values in this column.

Talk Time

Elapsed time between the time that an agent answered the call and the time the call was disconnected or transferred, not including hold time. This value is 0 for other calls.

Summary info—Sum of values in this column.

Hold Time

Elapsed time between the time that an agent first put the call on hold and the time the agent last took the call off hold, not including talk time. This field is blank for other calls.

Summary info—Sum of values in this column.

Work Time

Time that an agent spent in Work state after the call. This field is blank for other calls.

Summary info—Sum of values in this column.

Original Called Number

Displays information for the specified original called numbers.

Called Number

Displays information for the specified called numbers.

Calling Number

Displays information for the specified calling numbers. Calling number is the same as Originator DN.

Application Name

Displays information for the specified applications.

Contact Type

Displays information for the specified contact types.

Originator Type

Displays information for the specified originator types.

Destination Type

Displays information for the specified destination types.

Duration Greater Than or Equal to T seconds

Displays calls with a duration greater than or equal to the number of seconds specified by T.

Duration Less Than or Equal to T seconds

Displays calls with a duration less than or equal to the number of seconds specified by T.

Total Calls by Called Number

Displays the number of calls to a called number.

Originator DN (Calling Number)

Destination (DN)

Called Number

Number that is originally dialed by the caller. If the call is a transfer, then the number that the call is transferred to is displayed.

Application Name

CSQ Names

Name or names of the CSQ or queues for which the call was queued. This field displays up to five CSQs separated by commas. The CSQ that handled the call is marked with an asterisk (*) and appears at the beginning of the list. This field is blank if the call is not queued for any CSQ.

Queue Time

Elapsed time between the time a call entered the Contact Service Queue (CSQ) and the time that the call rang.

Summary info—Sum of values in this column.

Agent Name

First name and last name of the agent.

Ring Time

Elapsed time between the time that a call rang and the time that the call was answered by an agent, routed to another agent, or disconnected. This field is blank if the call was not routed to an agent.

Summary info—Sum of values in this column.

Talk Time

Time that the agent spent in Talking state.

Summary info—Sum of values in this column.

Work Time

Time that the agent spent in Work state.

Summary info—Sum of values in this column.

Called Number

Displays information for the specified original called numbers.

Calling Number

Displays information for the specified calling numbers. Calling number is the same as Originator DN.

Application Name

Displays information for the specified applications.

Contact Type

Displays information for the specified contact types.

Originator Type

Displays information for the specified originator types.

Destination Type

Displays information for the specified destination types.

Agent Name

Displays information for the specified agents.

CSQ Name

Displays information for the specified CSQs.

Duration Greater Than or Equal to T seconds

Displays calls with a duration that is greater than or equal to the number of seconds specified by T.

Duration Less Than or Equal to T seconds

Displays calls with a duration that is less than or equal to the number of seconds specified by T.

Total Calls by Call Priority

For each priority level that is assigned, the percentage of calls that received that priority is displayed.

Call Priority

Final priority that the Unified CCX workflow assigns to the call when the call is received.

Total Calls

Number of calls that are assigned a particular priority level as their final priority level.

Avg Calls (per day)

Daily average number of calls that received a particular priority level as their final priority level.

Total Multi Priority Calls

Calls that ended with a different priority level than the priority that was assigned when the call was received.

Avg Priority Changes

Average number of calls per day that ended with a different priority level than the priority that was assigned when the call was received.

Max Priority Changes

Maximum difference between a priority level assigned to a call when it was received and the priority level set when the call ended.

Avg Multi Priority Calls

Average difference between a priority level assigned to a call when it was received and the priority level set when the call ended.

Priority List

Displays information for the calls assigned their final priority level. Priority levels range from 1 (lowest) to 10 (highest).

Agent Name

First name and last name of the agent.

Agent ID

Log in ID of the agent.

Extension

Last active Unified CCX extension that Unified Communications Manager assigned to the agent.

Interval Start Time

Start date and time of each 30 or 60 minute interval or the start date and time for the report range.

Interval End Time

End date and time of each 30 or 60 minute interval or the end date and time for the report range.

Total Logged-in

Total time that the agent is logged in to Unified CCX.

Reason

The reason selected by the agent when moving to Not Ready state. This displays the reason code if the reason is unavailable. A blank is due to any one of the following:

• Agent was unable to select a reason.

• Reason codes for all other states except Not Ready.

Duration

Total time that an agent spent in the Not Ready state for the corresponding reason code.

Summary info- Sum of values in this column.

Interval Length

The following options are available:

• Entire report range -Displays information based on the set start and end time, but it doesn’t display information for specific intervals within the report period.

• Thirty (30) minutes -Displays information for 30-minute intervals within the report period. The first interval begins at the report start time, the next interval begins 30 minutes after the report start time, and so on.

• Sixty (60) minutes -Displays information for 60-minute intervals within the report period. The first interval begins at the report start time, the next interval begins 60 minutes after the report start time, and so on.

Resource Group Names

Displays information for agents who belong to the specified resource groups.

Agent List

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

Team Names

Displays information for agents who belong to the specified teams.

Reasons

Displays the list of reasons including predefined reasons. This also displays the reason code if the reason is unavailable.

Agent Name

Sorts data by agent name.

Reason

The reason selected by the agent when switching to Not Ready State. This displays the reason code if the reason is unavailable.

Interval Start Time

Start date and time of each 30 or 60 minute interval or the start date and time for the report range.

Interval End Time

End date and time of each 30 or 60 minute interval or the end date and time for the report range.

Agent Name

First name and last name of the agent.

Agent ID

Log in ID of the agent.

Extension

Last active Unified CCX extension that Unified Communications Manager assigned to the agent.

Total Logged-in

Total time that the agent is logged in to Unified CCX.

Duration

Total time that an agent spent in the Not Ready state for the corresponding reason selected.

Summary info- Sum of values in this column.

Interval Length

The following options are available:

• Entire report range -Displays information based on the set start and end time, but it doesn’t display information for specific intervals within the report period.

• Thirty (30) minutes -Displays information for 30-minute intervals within the report period. The first interval begins at the report start time, the next interval begins 30 minutes after the report start time, and so on.

• Sixty (60) minutes -Displays information for 60-minute intervals within the report period. The first interval begins at the report start time, the next interval begins 60 minutes after the report start time, and so on.

Resource Group Name

Displays information for agents who belong to the specified resource groups.

Agent List

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

Team Names

Displays information for agents who belong to the specified teams.

Reasons

Displays the list of reasons including predefined reasons. This also displays the reason code if the reason is unavailable.

Reason

Sorts data by reason.

Average Call Duration by Date

Displays the average length of calls for a day.

Peak Calls by Date

Displays the number of calls that are received in the peak hour for a day.

Total Incoming Calls by Date