Release Note

3-15
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
You can sort the Agent Call Summary Report by any of these criteria:
Inbound ACD—
Total
Total number of Unified CCX calls received by the agent.
Inbound
ACD—Avg Talk /
Hold / Work
For Unified CCX calls received, the average time that the agent spent in Talk
state, on hold, and in Work state.
Inbound
Non-ACD—Total
Total number of non-Unified CCX calls received by the agent. This number
includes calls made by other agents and by outside parties.
Inbound
Non-ACD— Avg /
Max Talk Time
For non-Unified CCX calls received, the average time that the agent spent
talking, and the longest time that the agent spent talking for any 1 call.
Outbound—Total Total number of calls made by the agent. This number includes calls attempted
and calls connected.
Outbound—Avg /
Max Call Time
For outbound calls the average call time, and the longest call time. Call time
starts when an agent goes off-hook for a call and ends when the call terminates.
ACD Transfer-In Total number of Unified CCX calls transferred to the agent.
ACD Transfer-Out Total number of Unified CCX calls transferred out by the agent.
ACD Conference Total number of inbound Unified CCX conference calls in which the agent
participated.
Field (continued) Description (continued)
Sort Criterion Result
Agent Name Displays the report in alphabetical order by the names of agents.
Total Inbound Calls Displays the report in order of the total number of calls received by agents.
Total Outbound
Calls
Displays the report in order of the total number of calls made by agents.