Release Note

Chapter 3 Descriptions of Historical Reports
Report Details
3-30
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
You can sort the Agent Summary Report by any of these criteria:
Calls Handled Number of calls connected to the agent.
If the agent establishes a conference with another agent, this value increases by
1 for the conferenced agent.
If the agent transfers a call and later receives the call back as a transfer, this
value increases by 2.
Calls Presented Number of calls sent to the agent, whether or not the agent picked up the call.
If a call was connected to an agent, transferred to another agent, and then
transferred back to the original agent, the value for the original agent increases
by two (once for each time the call was presented).
Handle Ratio Number of calls that the agent handled divided by the number of calls presented
to the agent.
Handle Time—Avg Average handle time for all calls that the agent handled. Handle time is
talk
time + hold time + work time.
Handle Time—Max Longest handle time of any one call that the agent handled. Handle time is talk
time + hold time + work time.
Talk Time—Avg Average talk time for all calls that the agent handled. Talk time is the elapsed
time between the time that an agent connects to a call and when the call is
disconnected or transferred, not including hold time.
Talk Time—Max Longest talk time of any one call that the agent handled. Talk time is the elapsed
time between the time that an agent connects to a call and when the call is
disconnected or transferred, not including hold time.
Hold Time—Avg Average total hold time for all calls that the agent handled.
Hold Time—Max Longest total hold time of any one call that the agent handled.
Work Time—Avg Average amount of time that an agent spent in Work state after calls.
Work Time—Max Longest amount of time that an agent spent in Work state after any 1 call.
Idle Time—Avg Average amount of time that an agent spent in Not Ready state.
Idle Time—Max Longest single amount of time that an agent spent in Not Ready state.
Field (continued) Description (continued)