Release Note

Chapter 3 Descriptions of Historical Reports
Overview of Reports
3-4
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Application Summary
Report, page 3-37
Unified CCX Standard
Unified CCX Enhanced
Unified CCX Premium
Summary call statistics for calls
presented to, handled by, and abandoned
from each application, and information
about call talk time, work time, and
abandon time
Call Custom Variables
Report, page 3-39
Unified CCX Standard
Unified CCX Enhanced
Unified CCX Premium
Information about custom variables, if
any, that are set by the Set Session Info
step in the workflow associated with a
call or leg
Called Number Summary
Activity Report, page 3-43
Unified CCX Standard
Unified CCX Enhanced
Unified CCX Premium
Summary information for each number
dialed by callers
Common Skill Contact
Service Queue Activity
Report (by Interval),
page 3-44
Unified CCX Standard
Unified CCX Enhanced
Unified CCX Premium
Summary information about calls
presented, calls handled, and calls
abandoned for each group of CSQs that is
configured with the same skills but
different competence levels
Contact Service Queue
Activity Report, page 3-48
Unified CCX Standard
Unified CCX Enhanced
Unified CCX Premium
Summary information about calls
presented to, handled by, abandoned
from, and dequeued from each CSQ, and
information about call queue time and
handle time
Contact Service Queue
Activity Report (by CSQ),
page 3-50
Unified CCX Standard
Unified CCX Enhanced
Unified CCX Premium
Information about calls routed to CSQs
and information about service level,
grouped by CSQ
Contact Service Queue
Activity Report (by
Interval), page 3-54
Unified CCX Standard
Unified CCX Enhanced
Unified CCX Premium
Information about calls routed to CSQs
and information about service level,
grouped by 30– or 60–minute intervals
within the report period
Contact Service Queue Call
Distribution Summary
Report, page 3-58
Unified CCX Standard
Unified CCX Enhanced
Unified CCX Premium
Number of calls handled and abandoned
within 4 time intervals of configurable
length
Table 3-1 Summary of Voice Historical Reports (continued)
Report Name and Reference Application Package Description