Release Note

3-71
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
Originator DN
(Calling Number)
Originator directory number. This number is the same as the calling number. If
originator type is agent, this field shows the Unified CCX extension of the agent.
If originator type is device, this field shows the CTI port number. If originator
type is unknown (through a gateway or an unmonitored device), this field shows
the telephone number of the caller.
Destination DN Destination directory number. If destination type is agent, this field shows the
Unified CCX extension of the agent. If destination type is device, this field
shows the CTI port number. If destination type is unknown (through a gateway
or an unmonitored device), this field shows the telephone number called.
Called Number If the call was transferred, this field shows the number that the call was
transferred to. Otherwise, this field shows the number originally dialed by the
caller. This number can be either a route point number or an agent extension.
(App. Name) Name of the Unified CCX or Unified IP IVR application associated with the
route point.
CSQ Names Name or names of the CSQ or queues for which the call was queued. This field
displays a maximum of five CSQs separated by commas. The CSQ that handled
the call is marked with an asterisk (*). This field is blank if the call did not queue
for any CSQ.
Queue Time Time that elapsed between the time a call entered the CSQ and the time the call
was answered by any agent belonging to the CSQ.
Agent Name Name of the agent who handled the call, name of the agent who participated in
the conference call, or name of the supervisor who barged the call. This field is
blank if the call was not presented to any agent.
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.
Talk Time Time that elapsed between the time that an agent answered the call and when the
call was disconnected or transferred, not including hold time.
Work Time Amount of time that an agent spent in Work state after the call. This field is
blank if the call was not handled by any agent.
Field (continued) Description (continued)