Release Note

Chapter 3 Descriptions of Historical Reports
Report Details
3-14
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Agent Call Summary Report
The Agent Call Summary Report shows, for each agent specified, summary
information about each call that was received (an inbound call) and each call that
was made (an outbound call) by the agent. For inbound Unified CCX calls, this
report shows the average time that the agent spent in Talk state, Work state, and
on hold. For non-Unified CCX calls, this report shows the average and maximum
talk time for the agent. For outbound calls, this report shows the average and
maximum call time for the agent. This report also shows the number of calls
transferred to the agent and transferred out (to another route point or another
agent) by the agent, and the number of conference calls in which the agent
participated.
The Agent Call Summary Report can include these charts:
The Agent Call Summary Report includes a table that shows the following
information for each agent:
Chart Name Description
Total Inbound,
Outbound Calls by
Agent
Total number of calls received and calls made by agents.
Average Talk, Hold,
Work Time for
Inbound ACD
For Unified CCX calls received by agents, average time each agent spent in Talk
state, on hold, and in Work state.
Average, Maximum
Call Time for
Outbound Calls
For calls made by agents, average and maximum time each agent spent on the
call. (The time on a call includes time spent dialing, waiting for an answer, and
talking).
Field Description
Agent Name First and last name of the agent.
Extension The last active Unified CCX extension that the Unified CM assigned to the agent
during the report period.
Total Inbound Total number of calls received by the agent. (Equal to inbound ACD calls +
inbound non-ACD calls.)