Release Note

3-61
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
Contact Service Queue Priority Summary Report
The Contact Service Queue Priority Summary Report shows the total number of
calls presented to each CSQ selected. It also shows the total number of calls by
priority and the average number of calls per day, by priority, that were presented
to each CSQ.
The Contact Service Queue Priority Summary Report can include this chart:
The Contact Service Queue Priority Summary Report includes a table that shows
the following information for each CSQ:
You can sort the Contact Service Queue Priority Summary Report by this
criterion:
Chart Name Description
Total Calls
Presented by CSQ
and Call Priority
For each CSQ, displays the number of calls of each call priority presented to the
CSQ.
Field Description
CSQ Name (Call
Skills)
Name of the CSQ, and the call skills associated with the CSQ, if the CSQ is
configured based on resource skills. Multiple skills are separated by commas.
Total Calls
Presented
Total number of calls presented to the CSQ, whether or not an agent picked up
the call.
Total and Average
Number of Calls by
Priority (Priority 1
through Priority 10)
Total number of calls, by priority, presented to each CSQ, and the average
number of calls per day, by priority, presented to each CSQ.
Call priorities range from 1 (lowest) to 10 (highest). All calls start with a default
priority of 1, unless a different priority is set in the workflow.
Sort Criterion Result
Contact Service
Queue Name
Displays the report in order of the name of the CSQs.