Release Note

Chapter 3 Descriptions of Historical Reports
Report Details
3-34
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Agent Wrap-up Data Summary Report
The Agent Wrap-up Data Summary Report shows detailed information of each
wrap-up data. This report is available with the agent wrap-up feature.
The Agent Wrap-up Data Summary Report can include these charts:
The Agent Wrap-up Data Summary Report includes a table that shows the
following information:
Skill Name Displays agents with the selected skill(s). This filter parameter is independent
of or not the same as the Call Routed CSQ (Skills) field.
Team Name Displays agents who belong to the selected team(s).
Filter Parameter Result
Chart Name Description
Total ACD Calls by
Wrap-up Data
Displays the total number of calls handled by the agent for each wrap-up data.
Average Handle,
Talk, Work Time by
Wrap-up data
Displays the amount of time spent (handling the ACD call, talk time, and work
time) by the agent for each wrap-up data.
Field Description
Wrap-Up Data Textual description of the wrap-up data, as entered by the agent in work state.
Total ACD Calls Total number of ACD calls to which this wrap-up data is associated.
Total Handle Time Total handle time of the ACD calls to which this wrap-up data is associated.
Handle time refers to the combined total of the talk, hold, and work times.
Average Handle
Time
Total handle time divided by total ACD calls for this wrap-up data.
Max Handle Time Maximum handle time of the ACD calls to which this wrap-up data is
associated.
Total Talk Time Total time that the agent spends talking to the caller.
Average Talk Time Total talk time divided by total ACD calls for this wrap-up data.