Release Note

3-83
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
The Application Summary Report includes a table that shows the following
information for each Unified CCX or Unified IP IVR application:
Chart Name Description
Contacts Presented
by Application
Displays the number of contacts received by each Unified CCX or Unified IP
IVR application.
Field Description
Application Name Name of the Unified CCX or Unified IP IVR application.
Target The telephone number dialed by the caller if the call was placed from a Cisco
Unified Communications phone. The Unified CM directory number to which the
VoIP gateway routed the call if the call was placed from outside the VoIP
network (for example, from the PSTN or a TDM PBX).
The e-mail address where the e-mail was sent to.
Contacts Presented Number of contacts received by the application. This number is equal to the
number of contacts handled by the application + the number of contacts
abandoned while in the application.
Flow-In Number of contacts redirected to this application from another application via a
workflow. Does not include contacts that come from another agent or an
external system such as a voice messaging system.
Flow-Out Number of contacts that this application sent to another application or external
destination without being handled by an agent.
Contacts Handled Number of contacts handled by the application or by an agent. A contacts is
handled by the application when it reaches the workflow step that defines the
contact as handled. A contact is handled by an agent when the contact is
connected to and answered by an agent.
Avg Speed Answer Calculated as queue time plus ring time divided by number of contacts.
Contacts that do not connect to an agent are not included in this calculation.
Avg Talk Time Average talk time for all contacts handled by an agent. Talk time is the elapsed
time between the time that an agent receives a contact and when the contact is
disconnected or transferred, not including hold time. This value is calculated as
total talk time divided by number of contacts handled by the agent.
Contacts that do not connect to an agent are not included in this calculation.