Release Note

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Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
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 CSQ Activity Report can include these charts:
The Multichannel CSQ Activity Report includes a table that shows the following
information:
Chart Name Description
Max Queue Time for
Contacts Presented
by CSQ
For each CSQ, the contacts with the longest queue time.
Max Queue Time for
Emails Presented by
CSQ
For each CSQ, the e-mail with the longest queue time.
Max Queue Time for
Chats Presented by
CSQ
For each CSQ, the chats with the longest queue time.
Average Speed of
Answer by CSQ
For each CSQ, the average speed of answer for contacts handled.
Average Handle
Time by CSQ
For each CSQ, the average handle time for contacts handled.
Average Time to
Abandon by CSQ
For each CSQ, average time contacts spent in queue before being abandoned.
Average Time to
Dequeue by CSQ
For each CSQ, average time contacts spent in queue before being dequeued.
Field Description
CSQ Name (Contact
Skills)
Name of the CSQ, and contact skills associated with the CSQ, if the CSQ is
configured based on resource skills. Multiple skills are separated by commas.
Contacts Presented Number of contacts routed to the CSQ, whether or not an agent picked up the
contact.