Release Note

3-63
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
You can sort the Contact Service Queue Service Level Priority Summary Report
by this criterion:
You can filter the Contact Service Queue Service Level Priority Summary Report
by this parameter:
Calls Presented Number of calls routed to the CSQ, whether or not an agent picked up the call.
Total Service Level
Met
Number and percentage of handled calls answered within the time shown in the
Service Level field in Cisco Unified CCX Administration. The percentage is
calculated as follows:
(calls handled within service level / calls presented) *100%
Number and
Percentage of Calls
that Met Service
Level for Each Call
Priority (Priority 1
through Priority 10)
Number and percentage of handled calls in each call priority answered within
the time shown in the Service Level field in Cisco Unified CCX Administration.
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.
Field (continued) Description (continued)
Sort Criterion Result
Contact Service
Queue Name
Displays the report in order of the name of the contact service queues.
Filter Parameter Result
Contact Service
Queue Name
Displays information for the specified CSQs.