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ManualsBrandsCisco ManualsCollaboration EndpointsCisco Unified IP Interactive Voice Response (IVR) 10.0(1)
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Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
You can sort the Outbound Agent Detail Performance Report by this criterion:
Rejected The number of outbound calls that were skipped or rejected by this agent for this
campaign. This means that the agent selected Reject, Skip, or Cancel
Reservation. These contacts are dialed again.
Closed The number of Outbound contacts that were closed by this agent for this
campaign. This means that the agent selected Skip-Close or Reject-Close.
These contacts are not dialed again.
RNA Ring-no-answer (RNA). The number of outbound calls that the agent ignores.
Transfer The number of outbound calls that are transferred to this agent from another
agent. This agent does not dial an outbound call, instead, the other agent dials
the outbound call and transfers it to this agent.
Average Talk Time The average time in HH:MM:SS (hours, minutes, seconds) this agent spends
talking on outbound calls for this campaign. The durations consider all calls that
were Agent Accepted and classified as Voice.
Maximum Talk
Time
The longest time in HH:MM:SS (hours, minutes, seconds) this agent has spent
talking on an outbound call for this campaign. The durations consider all calls
that were Agent Accepted and classified as Voi ce.
Field (continued) Description (continued)
Sort Criterion Result
Agent Name Displays the report in alphabetical order of agent names. Within the same agent
name, sort the report in alphabetical order campaign name.
Offered Displays the report in alphabetical order of agent names. Within the same agent
name, sort the report in ascending order of calls offered.
Accepted Displays the report in alphabetical order of agent names. Within the same agent
name, sort the report in ascending order of calls accepted.
Rejected Displays the report in alphabetical order of agent names. Within the same agent
name, sort the report in ascending order of calls rejected.
Closed Displays the report in alphabetical order of agent names. Within the same agent
name, sort the report in ascending order of calls closed.
RNA Displays the report in alphabetical order of agent names. Within the same agent
name, sort the report in ascending order of RNA.