Release Note

Chapter 3 Descriptions of Historical Reports
Report Details
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Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
You can filter the Multichannel Agent Login Logout Activity Report by these
parameters:
Multichannel Application Summary Report
The Multichannel Application Summary Report is specific to Unified EIM and
Unified WIM. It contains summary call, e-mail and chat statistics for each Cisco
Unified CCX and Unified IP IVR application. It includes information for
presented, handled, abandoned, flow-in, and flow-out calls,e-mails, and chats. It
also includes information about call talk time, work time, and abandon time.
Note Multichannel reports are specific to Unified EIM/Unified WIM and use the MS
SQL 2000 database (installed in a mixed mode authentication). To generate
combined historical reports, Cisco Unified CCX requires access details for the
Unified EIM/Unified WIM database (host name or IP address of the server,
database name, database user, and database password). See the Cisco Unified
CCX Administration Guide for detailed configuration information.
The Multichannel Application Summary Report can include this chart:
Login Time Displays the report in order of the time that agents logged in to the system.
Logged-in Duration Displays the report in order of the length of time that agents were logged in to
the system.
Sort Criterion Result (continued)
Filter Parameter Result
Resource Group
Names
Displays information for agents that belong to the specified resource group or
groups.
Agent Names Displays information for the specified agents.
Skill Names Displays information for agents that possess the specified skills.
Team Names Displays information for agents who belong to the specified teams.