Release Note

3-3
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Overview of Reports
Agent Not Ready Reason
Code Summary Report,
page 3-20
• Unified CCX Standard
• Unified CCX Enhanced
• Unified CCX Premium
Time that each agent spent in Not Ready
state, and information about reason codes
agents entered when going to Not Ready
state
Agent State Detail Report,
page 3-23
• Unified CCX Standard
• Unified CCX Enhanced
• Unified CCX Premium
Information about the time each agent
went to and spent in an agent state, and
the reason why the agent went to Logout
state or Not Ready state
Agent State Summary
Report (by Agent),
page 3-24
• Unified CCX Standard
• Unified CCX Enhanced
• Unified CCX Premium
Information about the length and
percentage of time that agents spent in
each agent state, grouped by agent name
Agent State Summary
Report (by Interval),
page 3-26
• Unified CCX Standard
• Unified CCX Enhanced
• Unified CCX Premium
Information about the length and
percentage of time that agents spent in
each agent state, grouped by 30- or
60-minute intervals within the report
period
Agent Summary Report,
page 3-29
• Unified CCX Standard
• Unified CCX Enhanced
• Unified CCX Premium
Summary statistics about the activities of
each agent, including call and agent state
activities
Agent Wrap-up Data Detail
Report, page 3-32
• Unified CCX Standard
• Unified CCX Enhanced
• Unified CCX Premium
Detailed information about each wrap-up
data
Agent Wrap-up Data
Summary Report, page 3-34
• Unified CCX Standard
• Unified CCX Enhanced
• Unified CCX Premium
Summary information about details
entered by the agent after the agent enters
the work state associated with the
wrap-up feature
Application Performance
Analysis Report, page 3-36
• Unified CCX Standard
• Unified CCX Enhanced
• Unified CCX Premium
• Unified IP IVR
b
Summary information about calls
received by each Unified CCX or Unified
IP IVR application
Table 3-1 Summary of Voice Historical Reports (continued)
Report Name and Reference Application Package Description