Release Note

3-33
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
You can sort the Agent Wrap-up Data Detail Report by this criterion:
You can filter the Agent Wrap-up Data Detail Report by these parameters:
Field Description
Agent Name The name of the agent who handled the ACD call.
Extension The ACD extension of the agent who handled the call.
NodeID-SessionID-
SessionSeqNum
Node ID of the Unified CCX engine which processed the call. Session ID and
session sequence number assigned to the call. Together, these three values
uniquely identify an ACD call processed by the system.
Call Start Time The time when the call is connected with the agent.
Call End Time The time when the call is disconnected from the agent.
Call ANI The phone number of the calling party.
Called Number The number dialed by the calling party.
Call Routed CSQ
(Skills)
The CSQ to which the call is routed and handled. A call can be queued to
multiple CSQs. This particular CSQ also handled the call.
Talk Time The time the agent spent in talking to the caller.
Hold Time The time the agent spent in putting the caller on hold.
Work Time The time the agent spent in after-call work state.
Wrap-Up Data Textual description of the wrap-up data, as entered by the agent in work state.
Sort Criterion Result
Agent Name Displays the report in alphabetical order of agent names. Within the same agent,
report data is sorted by call start time.
Filter Parameter Result
Agent Name Displays the selected agent(s) to be displayed in the report.
Resource Group
Name
Displays agents who belong to the selected resource group(s).