Release Note

Chapter 3 Descriptions of Historical Reports
Report Details
3-68
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Originator DN
a
If Originator Type is 1, this field shows the Unified CCX extension of the agent.
If Originator Type is 2, this field shows the CTI
b
port number. If Originator Type
is 3, this field shows the telephone number of the caller.
Destination Type Destination of the call:
1—Agent. Call presented to an agent.
2—Device. Call presented to a route point.
3—Unknown. Call presented to an outside destination through a gateway or to
an unmonitored device.
Destination ID Login identification of the agent who received the call. Used only if Destination
Type is 1.
Destination DN If Destination Type is 1, this field shows the Unified CCX extension of the
agent. If Destination Type is 2, this field shows the CTI port number. If
Destination Type is 3, this field shows the telephone number called.
Called Number If the call was a transfer, the number that the call was transferred to. In other
cases, this information is the same as the Original Called Number.
Original Called No. Number originally dialed by the caller. Can be either a route point number or an
agent extension.
Application Name Name of the Unified CCX or Unified IP IVR application associated with the
route point.
Queue Time For calls that were queued for the CSQ, time that elapsed between the time a call
entered the CSQ and the time the call was answered by an agent or disconnected.
0 for other calls.
Talk Time For calls that were connected to agents, elapsed time between the time that an
agent answered the call and when the call was disconnected or transferred, not
including hold time. 0 for other calls.
Hold Time For calls that were connected to agents, elapsed time between the time that an
agent first put the call on hold and when the agent last took the call off of hold,
not including talk time. Blank for other calls.
Work Time For calls that were connected to agents, amount of time that an agent spent in
Work state after the call. Blank for other calls.
a. DN = directory number
b. CTI = computer telephony interface
Field (continued) Description (continued)