Release Note

3-31
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
You can filter the Agent Summary Report by any of the following parameters. For
the Top N and the Bottom N parameters, you specify the number (N) of agents
that you want the report to show. For example, if you specify 3 for the Top N Calls
Handled/Presented Ratio parameter, the report will show the three agents with the
largest ratios. If more than n agents, where n is the number that you specify, have
identical largest or smallest values, the report shows the first n agents in
alphabetical order.
Sort Criterion Result
Agent Name Displays the report in alphabetical order by the names of agents.
Avg Logged-In
Time
Displays the report in order of the average time that agents were logged in to the
system.
Total Calls
Presented
Displays the report in order of the number of calls presented to agents.
Total Calls Handled Displays the report in order of the number of calls handled by agents.
Filter Parameter Result
Resource Group
Names
Displays information for agents that belong to the specified resource group or
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.
Top N Calls
Handled/Presented
Ratio
Displays information for the n agents with the largest ratios of calls handled to
calls presented.
Bottom N Calls
Handled/Presented
Ratio
Displays information for the n agents with the smallest ratios of calls handled to
calls presented.
Top N Avg Hold
Time
Displays information for the n agents with the longest average hold times.
Bottom N Avg Hold
Time
Displays information for the n agents with the shortest average hold times.