Release Note

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Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
Contact Type Type of call:
1—Incoming. Outside call received by the Unified CCX Edition system.
2—Outgoing. Call originated by the Cisco Unified CCX system, other than a
call made within the system.
3—Internal. Call transferred or conferenced between agents, or a call made
within the system.
4—Redirect. A previous leg redirected the call to this leg.
5—Transfer-in. A previous leg transferred the call to this leg.
6—Outbound Preview.
Contact Disposition Disposition of a call (abandoned, handled, aborted, or rejected).
For an Unified CCX call, a call is abandoned if the call disconnects before
connecting to an agent. The call is handled when the call is connected to an
agent.
For an Unified IP IVR call, a call is abandoned if it does not reach the workflow
step that defines the call as handled. The call is handled when it reaches this
step.
A call is aborted when problems occur in executing the workflow script (for
example, the workflow script throws exceptions).
A call is rejected when certain Unified CM or Cisco Unified CCX resources are
not sufficient for accepting incoming calls (for example, an insufficient number
of CTI ports).
Originator Type Originator of the call:
1—Agent. Call originated by an agent.
2—Device. Call originated by a simulated caller (Used for testing) and an agent
phone where the agent is not currently logged in.
3—Unknown. Call originated by an outside caller through a gateway or by an
unmonitored device.
Originator ID Login identification of the agent who originated the call. Used only if Originator
Type is 1.
Field (continued) Description (continued)