Release Note

3-89

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 Agent Summary Report by either of these

criteria:

Talk Time Avg Average talk time for all contacts that this agent handled for this CSQ. Talk time

is the elapsed time between the time that an agent answers a contact and when

the contact is disconnected or transferred, not including hold time. The average

is calculated as total talk time divided by the number of contacts handled.

Talk Time Total Total talk time for all contacts that this agent handled for this CSQ. Talk time is

the elapsed time between the time that an agent answers a contact and when the

contact is disconnected or transferred, not including hold time.

Work Time Avg Average amount of time that an agent spent in Work state after contacts. The

average is calculated as total work time divided by the number of contacts

handled.

Work Time Total Total amount of time that an agent spent in Work state after contacts.

Total Ring Time Time that elapsed between the time that a call rang at the Cisco Agent Desktop

and the time that the call was answered by an agent, presented to another agent

(if the first agent did not answer the call or let it go ring-no-answer), or

disconnected. This field is blank if the call was not presented to any agent.

This is not applicable to e-mail and chat interactions.

Contacts On Hold Number of contacts that the agent puts on hold.

Hold Time Avg Average hold time for all contacts that the agent put on hold. The average is

calculated as total hold time divided by number of contacts on hold. Not

applicable to non-Unified CCX calls.

Hold Time Total Total time that the contact was on hold. Not applicable to non-Unified CCX

calls.

RNA Ring-no-answer—number of calls that were connected to the agent but that the