Release Note

Chapter 3 Descriptions of Historical Reports
Report Details
3-86
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Avg/Max Queue
Time
Average queue time for all contacts routed to the CSQ, and longest queue time
of any 1 contact that was routed to the CSQ.
Contacts Handled Number of contacts handled by this CSQ. A contact is handled if a caller is
connected to an agent while queued for this CSQ.
Avg Speed of
Answer
Calculated as follows:
(total queue time + total ring time) / contacts handled
Avg /Max Handle
Time
Average handle time for all Contacts that the CSQ handled, and longest handle
time of any 1 contact that the CSQ handled. Handle time is talk time + hold time
+ work time.
Contacts
Abandoned
Number of contacts routed to the CSQ but were not answered by an agent
because the caller hung up or was disconnected.
Avg/Max Time to
Abandon
Average time contacts spent in queue before being abandoned, and longest time
any 1 contact spent in queue before being abandoned.
Avg/Max Abandon
Per Day
Average is the total number of contacts abandoned divided by the number of
days in the report period. Maximum is the largest number of contacts abandoned
on a single day in the report period.
Contacts Dequeued Number of Contacts queued for a CSQ and then dequeued by the Dequeue step
in a workflow.
Avg/ Max Time to
Dequeue
Average time contacts spent in queue before being dequeued, and longest time
any 1 contact spent in queue before being dequeued.
Contacts Handled by
Other
Total of the following Contacts:
• Contacts queued for the CSQ, then dequeued by the Dequeue step in a
workflow, then marked as handled by the SetSessionInfo step in the
workflow.
• Contacts queued for more than 1 CSQ and then handled by another CSQ.
Field (continued) Description (continued)