Release Note

3-5
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Overview of Reports
Contact Service Queue
Priority Summary Report,
page 3-61
• Unified CCX Standard
• Unified CCX Enhanced
• Unified CCX Premium
Information about the total number of
calls presented to each contact service,
and the total and average number of calls
presented for each call priority
Contact Service Queue
Service Level Priority
Summary Report, page 3-62
• Unified CCX Standard
• Unified CCX Enhanced
• Unified CCX Premium
Information about total number and
percentage of calls that are handled
within service level, and number and
percentage of calls that are handled
within service level for each call priority
CSQ–Agent Summary
Report, page 3-64
• Unified CCX Standard
• Unified CCX Enhanced
• Unified CCX Premium
Summary information about the activities
of an agent in a CSQ
Detailed Call by Call CCDR
Report, page 3-66
• Unified CCX Standard
• Unified CCX Enhanced
• Unified CCX Premium
• Unified IP IVR
Information from the Contact Call Detail
Record (CCDR), the contact routing
detail record, and the agent connection
detail record for each leg of a call
Detailed Call, CSQ, Agent
Report, page 3-70
• Unified CCX Standard
• Unified CCX Enhanced
• Unified CCX Premium
Detailed call information about the CSQ
to which the call was routed and the agent
handling the call
Email Agent Activity
Report, page 3-73
Unified CCX Premium Summary information about the e-mail
activity for the selected e-mail enabled
agents and date interval in daily time
buckets
Email Contact Service
Queue Activity Report,
page 3-74
Unified CCX Premium Summary information about the e-mail
activity for the selected e-mail contact
service queues and date interval in daily
time buckets.
Email Contact Service
Queue Agent Activity
Report, page 3-75
Unified CCX Premium Summary information about the e-mail
activity by agents and dates for the
selected e-mail contact service queues
and date interval in daily time buckets
Table 3-1 Summary of Voice Historical Reports (continued)
Report Name and Reference Application Package Description