Release Note

3-35
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 Summary Report by this criterion:
You can filter the Agent Wrap Data Summary Report by this parameter:
Max Talk Time Maximum time that the agent spends talking to the caller.
Total Talk Time as
% of Total Handle
Time
Total talk time divided by total handle time, for this wrap-up data. Converted to
percentage format.
Total Work Time Total time spent by agents in the work state for all the ACD calls to which this
wrap-up data is associated.
Average Work Time Total work time divided by total ACD calls for this wrap-up data.
Max Work Time Maximum time spent by agents in the work state for all the ACD calls to which
this wrap-up data is associated.
Total Work Time as
% of Total Handle
Time
Total work time divided by total handle time, for this wrap-up data. This total is
then converted to percentage format.
Field (continued) Description (continued)
Sort Criterion Result
Wrap-Up Data Displays the report in alphabetical order by wrap-up data text.
Total ACD Calls Displays the report in ascending order of total number of ACD calls.
Total Handle Time Displays the report in ascending order of total call handle time.
Average Handle
Time
Displays the report in ascending order of average call handle time.
Total Talk Time Displays the report in ascending order of total talk time.
Average Talk Time Displays the report in ascending order of average talk time.
Total Work Time Displays the report in ascending order of total work time.
Average Work Time Displays the report in ascending order of average work time.
Filter Parameter Result
Wrap-Up Data Displays statistics of the selected wrap-up data.