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 sort the Multichannel Application Summary Report by this criterion:
You can filter the Multichannel Application Summary Report by this parameter:
Multichannel CSQ Activity Report
The Multichannel CSQ Activity Report is specific to Unified EIM and Unified
WIM. It shows a summary of calls, e-mails, and chats presented to, handled by,
abandoned from, and dequeued from each CSQ. It also shows calls handled by
workflows in other CSQs, and average and maximum time information for calls
handled, calls handled, calls abandoned, and calls dequeued.
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
Avg Work Time For contacts handled by an agent, the average amount of time that an agent spent
in Work state after completing the contacts. This value is calculated as total
work time divided by number of contacts handled by the agent.
Contacts that do not connect to an agent are not included in this calculation.
Contacts
Abandoned
Number of contacts abandoned for this application. A contact is abandoned if it
does not reach the workflow step that defines the contact as handled or if the
caller terminates the contact before an agent answers it. This value includes
contacts aborted or rejected by the system.
Avg Abandon Time Average duration of contacts before they were abandoned.
Field (continued) Description (continued)
Sort Criterion Result
Application Name Displays the report in alphabetical order by the names of the applications.
Filter Parameter Result
Application Names Displays information for the selected applications.