Release Note

3-45
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
exceeds the predefined threshold, the call goes to the next higher skill level. So,
the same incoming call can flow within the same group of CSQs. The value on the
Calls Presented summary line shows the maximum number of calls presented to
all CSQs within the same group rather than the total number of calls presented to
all CSQs within the same group. Calculating the sum could result in counting the
same call multiple times because the call could be presented to different CSQs
within the same logical group. For Calls Handled, this reports shows the total
number of calls because one call can only be handled by one CSQ. For Calls
Abandoned, this report shows the maximum number of all calls abandoned from
all CSQs within the same group.
This report provides additional information for multiple CSQs that are configured
with the same call skill but with different competence levels. An incoming call
may be queued for the CSQ with the lowest competence level. If no agent is
available for a certain period, the call will be queued for the next higher
competence level. The summary line in the report displays the summarized
statistics for the group of CSQs configured with common skills. A group of CSQs
that is configured in this manner is called a logical CSQ.
This report can show information for each 30-minute or 60-minute interval within
the report period. It is particularly useful for logical CSQs. If you do not have
logical CSQs configured, consider using other CSQ reports (Contact Service
Queue Activity Report, Contact Service Queue Activity Report by Interval/CSQ).
The Common Skill Contact Service Queue Activity Report (by Interval) can
include this chart:
Chart Name Description
Calls Handled and
Calls Abandoned by
Interval
Number of calls handled and abandoned during each interval during the report
period.