Release Note

3-87
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
You can sort the Multichannel CSQ Activity Report by this criterion:
You can filter the Multichannel CSQ Activity Report by these parameters:
Sort Criterion Result
Contact Service
Queue
Displays the report in order of the name of the CSQ.
Total Calls
Presented
Displays the report in order of the number of contacts routed to the CSQ,
whether or not an agent picked up the contact.
Total Contacts
Handled
Displays the report in order of the number of contacts handled by the contact
service queue.
Total Contacts
Abandoned
Displays the report in order of the number of contacts routed to the contact
service queue but were not answered because the caller hung up or was
disconnected.
Filter Parameter Result
CSQ Names Displays information for the specified CSQs.
CSQ Types Includes these options:
• Resource Group—Displays information for CSQs that are configured with
the Resource Pool Selection Model set to Resource Group in Cisco Unified
CCX Administration.
• Skill Group—Displays information for CSQs that are configured with the
Resource Pool Selection Model set to Resource Skills in Cisco Unified
CCX Administration.