Release Note

3-65
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
You can sort the CSQ–Agent Summary Report by either of these criteria:
You can filter the CSQ–Agent Summary Report by this parameter:
Total Ring Time Time that elapsed between the time that a call rang at the Cisco Agent Desktop
and the time that the call was answered by an agent, presented to another agent
(if the first agent did not answer the call or let it go ring-no-answer), or
disconnected. This field is blank if the call was not presented to any agent.
Calls On Hold Number of calls that the agent puts on hold.
Hold Time Avg Average hold time for all calls that the agent put on hold. The average is
calculated as total hold time divided by number of calls on hold. Not applicable
to non-Unified CCX calls.
Hold Time Total Total time that the call was on hold. Not applicable to non-Unified CCX calls.
RNA Ring-no-answer—number of calls that were connected to the agent but that the
agent does not answer.
Field (continued) Description (continued)
Sort Criterion Result
CSQ Name Displays the report in alphabetical order of the name of CSQs.
Agent Name Displays the report in alphabetical order by the names of agents.
Filter Parameter Result
CSQ Names Displays information for the specified CSQs.