Release Note

Chapter 3 Descriptions of Historical Reports
Report Details
3-32
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Agent Wrap-up Data Detail Report
The Agent Wrap-up Data Detail Report displays the details entered by an agent
when entering the work state after attending an Automatic Contact Distribution
(ACD) call. With the wrap-up data feature, an agent can choose to enter the work
state to update data associated with that call.
The Agent Wrap-up Data Detail Report can include these charts:
The Agent Wrap-up Data Detail Report includes a table that shows the following
information:
Top N Avg Talk
Time
Displays information for the n agents with the longest average talk times.
Bottom N Avg Talk
Time
Displays information for the n agents with the shortest average talk times.
Top N Avg Work
Time
Displays information for the n agents with the longest average work times.
Bottom N Avg Work
Time
Displays information for the n agents with the shortest average work times.
Top N Avg Handle
Time
Displays information for the n agents with the longest average handle times.
Bottom N Avg
Handle Time
Displays information for the n agents with the shortest average handle times.
Filter Parameter Result (continued)
Chart Name Description
Total Calls by Agent
and Wrap-up data
Displays total number of called handled by each agent (account enquiry, new
customer information, and VIP customer information) for each wrap-up data