Release Note

Chapter 3 Descriptions of Historical Reports
Report Details
3-98
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
The Remote Monitoring Detail Report can include these charts:
The Remote Monitoring Detail Report includes a table that shows the following
information for monitoring session:
Chart Name Description
Total Duration by
User ID
For each supervisor, displays the total time duration that the supervisor spent in
all monitoring sessions during the report period.
Average Wait Time
by User ID
For each supervisor, displays the average time that the supervisor waits in the
monitoring session before the actual monitoring starts. (Monitoring starts when
the agent being monitored makes or receives a call.) This average is calculated
for the entire report period.
Field Description
User ID Name of the supervisor who monitored the call. A value of –1 indicates that no
valid user ID is configured in the workflow.
Start Time Time that this monitoring session started.
Original
Monitored Party
Name of the CSQ or the Unified CCX extension of the agent that the supervisor
originally chose to monitor.
Monitored
Extension(s)
The extensions of one or more agents monitored in this session. If the supervisor
originally chose to monitor a CSQ, this field contains the extensions of the agents
who belong to that CSQ and who are monitored in this session. If the supervisor
chose to monitor an agent, this field contains the extension of the agent that is
monitored. Multiple agent extensions in the field indicate that a conference call or
a transfer call was monitored, which involved multiple agents.
Duration Elapsed time between the start time and end time of the monitoring session.
Wait Time Time duration from when a supervisor chooses to monitor an agent or a CSQ to
when the monitoring starts.