Release Note

Chapter 3 Descriptions of Historical Reports
Overview of Reports
3-6
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Email Inbox Traffic
Analysis Report, page 3-76
Unified CCX Premium Detailed information about the e-mails
received for the selected e-mail addresses
and time period in daily time buckets
EMail Response Detail
Report, page 3-77
Unified CCX Premium Information about an e-mail response
sent back to a customer
Multichannel Agent Contact
Summary Report, page 3-78
Unified CCX Premium with
the Multichannel license
Summary information about inbound and
outbound e-mail and chat
Multichannel Agent Login
Logout Activity Report,
page 3-80
Unified CCX Premium with
the Multichannel license
Detailed information about the
multichannel (e-mail and chat) activities
of each agent
Multichannel Application
Summary Report, page 3-82
Unified CCX Premium with
the Multichannel license
Summary call, e-mail and chat statistics
for each application. It includes calls
presented to, handled by, and abandoned
from each application, e-mails and chats.
It also includes information about call
talk time, work time, and abandon time.
Multichannel CSQ Activity
Report, page 3-84
Unified CCX Premium with
the Multichannel license
Summary information of calls, e-mails,
and chats presented to, handled by,
abandoned from, and dequeued from each
CSQ
Multichannel CSQ Agent
Summary Report, page 3-88
Unified CCX Premium with
the Multichannel license
Summary information about
multichannel (e-mail and chat) activities
of an agent in a CSQ
Outbound Agent Detail
Performance Report,
page 3-90
Unified CCX Premium with
the Outbound
c
license
Detailed information about each agent
and also contains Outbound campaign
call details for each agent
Outbound Campaign
Summary Report, page 3-92
Unified CCX Premium with
the Outbound license
Summary information about the
Outbound campaign statistics for a
specified period
Priority Summary Activity
Report, page 3-96
• Unified CCX Enhanced
• Unified CCX Premium
Summary information about the priority
levels of each call received
Table 3-1 Summary of Voice Historical Reports (continued)
Report Name and Reference Application Package Description