Release Note

Chapter 3 Descriptions of Historical Reports
Report Details
3-16
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
You can filter the Agent Call Summary Report by any of these parameters:
Agent Detail Report
The Agent Detail Report contains detailed information about each ACD call that
was handled by an agent and each call that was made by an agent. It also includes
information about non-ACD calls. ACD calls are defined as handled when an
agent picks up the call. ACD calls are calls dialed to an ICD route point number.
A non-ACD call is any call that is not dialed to an ICD route point number, for
example, an internal call between agents or an outbound call.
The Agent Detail Report can include this chart:
The Agent Detail Report includes a table that shows the following information for
every call received or made by each agent:
Filter Parameter Result
Resource Group
Names
Displays information for agents that belong to the specified resource groups.
Agent Names Displays information for the specified agents.
Skill Names Displays information for agents who possess the specified skills.
Team Names Displays information for agents who belong to the selected teams.
Chart Name Description
Total Talk Time,
Hold Time, Work
Time by Agent
For each agent, displays the total talk time, the total hold time, and the total
work time spent on all calls during the report period.
Field Description
Agent Name First and last name of the agent.
Extension Unified CCX extension that the Unified CM assigned to the agent.
Call Start Time,
Call End Time
Call start time is the date and time that the call leg rang at the agent extension.
Call end time is the date and time call leg was disconnected or transferred.