Administrator's Guide

B-5
Cisco Unified Attendant Console Administration and Installation Guide
OL-27293-02
Appendix B Cisco Unified Reporting
Operator Calls by Queue System Report
Operator Calls by Queue System Report
The Operator Calls by Queue report is a summary of the queued calls handled by attendant operators
during a specific date range. The summary data is grouped by date, with a line of information per
operator on that date.
Specify the following parameters before running this report:
• Start and End Date
• Queue(s)
• Operator(s)
The report contains the following information:
Overflowed Calls By Date System Report
The Overflowed Calls By Date report summarizes the calls that overflow from Arrival Queues – the first,
direct destinations for calls. Queues that only ever receive re-routed calls are not included in the report.
Specify the following parameters before running this report:
• Start and End Date
• Start and End Time
• Queue(s)
The report contains the following information:
Field Description
Operator Logged in attendant operator's name.
Queue The queue assigned to that attendant operator.
No. of calls Total number of queue calls answered within that queue.
Total Talk The total talk time by the operator on inbound calls from that queue.
Average Talk Average talk time on answered calls on that queue.
Longest Talk Longest talk time for answered calls on that queue.
Field Description
Queue The Queue(s) for which the report is generated.
Total Queue Calls The total number of incoming calls at the Queue.
Total Overflow In The total number of calls overflowed from the Queue.
Overflow In The number of calls overflowed into the Queue from other
Queues during business hours.
Night Service In The number of calls overflowed into the Queue during break
hours.
Overflow out Time Limit The number of calls that overflowed because the maximum
call waiting time was exceeded.
Overflow out No Operators The number of calls that overflowed because no attendant
operator was logged into the queue.