Release Note

3-17
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
You can sort the Agent Detail Report by any of these criteria:
Duration Elapsed time between call start time and call end time.
Called Number Telephone number that the caller dialed.
Call ANI Telephone number of the originator of the call. If originated by an agent, the
Unified CCX extension of the agent. If originated by a caller other than an agent,
the telephone number of the caller.
Call Routed CSQ CSQ that handled the call. A call is handled if a caller is connected to an agent
while queued for this CSQ.
Other CSQs Name of one of the CSQs to which the call was queued. Displays ‘...’ to indicate
there are more than one CSQ to which the call was queued.
Call Skills Up to 3 call skills associated with the CSQ that handled the call. A call is
handled if a caller is connected to an agent.
Talk Time For Unified CCX calls, elapsed time between the time an agent connected to the
call and the time the call was disconnected or transferred, not including hold
time. For non-Unified CCX calls, the duration of the entire call, if the call was
answered.
Hold Time Total time that the call was on hold. Not applicable to non-Unified CCX calls.
Work Time Amount of time that an agent spent in Work state after the call. Not applicable
to non-Unified CCX calls.
Call Type • Inbound ACD—Unified CCX call handled by an agent.
• Inbound non-ACD—Non-Unified CCX call that an agent received.
• Outbound—Call made by an agent (Unified CCX or non-Unified CCX).
• Transfer-In—Call transferred to an agent.
• Transfer-Out—Call transferred out by an agent.
• Conference—Conference call.
Field (continued) Description (continued)
Sort Criterion Result
Agent Name Displays the report in alphabetical order by the names of agents.