Administrator's Guide

B-3
Cisco Unified Attendant Console Administration and Installation Guide
OL-27293-02
Appendix B Cisco Unified Reporting
Incoming Calls by Date and Time System Report
Queue Type
In several reports you must also specify which queue’s data to analyze, and whether this data is from the
Arrival Queue or the Delivery Queue.
The Arrival Queue is where calls arrive after filtering. The Delivery Queue is the queue from which calls
are delivered to the Cisco Unified Attendant Console Advanced. Depending on the configuration, calls
may overflow from one queue to another before reaching the console attendant.
You can select multiple queues by holding Ctrl while selecting queue names.
Attendant Operators
In several reports you must also specify which attendant operator’s data to analyze. You can select
multiple Operators by holding Ctrl while selecting Operator names.
Incoming Calls by Date and Time System Report
The Incoming Calls by Date and Time report is a summary of the incoming calls in the queues during a
specific period. A single line of information is provided for a particular date and time.
Specify the following parameters before running this report:
• From and To Date
• Start and End Time
• Queue(s)
• Abandoned Call Timer
• Arrival or Delivery Queue
The report contains the following information:
Field Description
Total Calls Number of calls reaching the Cisco Unified Attendant Console
Advanced.
Answered Calls Number of calls answered.
Abandoned Calls Number of calls abandoned.
Overflowed Calls Number of calls overflowed to a queue, device or external number.
% Answered Percentage of calls answered.
% Abandoned Percentage of calls abandoned.
% Overflowed Percentage of calls overflowed.
Average Answered Wait Average time calls wait before being answered.
Average Answered Talk Time Average talk time for answered calls.
Average Abandoned Wait Average time a caller waits before the call is abandoned.
Answer Time Profile For 10, 20, 30, 40, this is the percentage of calls answered in less than
the specified number of seconds. 40+ is the percentage of calls
answered after 40 or more seconds.