Release Note

Chapter 3 Descriptions of Historical Reports
Report Details
3-46
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
The Common Skill Contact Service Queue Activity Report (by Interval) includes
a table that shows the following information for calls presented, handled, and
abandoned for each group of CSQs:
Field Description
Interval Start Time,
Interval End Time
Beginning date and time and ending date and time of each 30– or 60–minute
interval within the report period, if you specify an interval with the Interval
Length filter parameter. Otherwise, the beginning date and time and ending date
and time of the report range.
CSQ Name [Skills
(Competence
Level)]
Name of the CSQ, the skill or skills configured for this CSQ, and the
competence level of each skill.
Calls Presented—
Total
Number of calls offered to each individual CSQ within the group, whether or not
an agent answered the call.
Calls Presented—
Queue Time Avg
Average queue time for all calls routed to the CSQ.
Calls Presented—
Queue Time Max
Longest queue of all calls routed to the CSQ (abandoned, handled, aborted, or
rejected).
Calls Handled—
Total
Number of calls handled by this CSQ. A call is handled if a caller is connected
to an agent while queued for this CSQ.
Calls Handled—
Handle Time Avg
Average handle time for all calls that the CSQ handled. Handle time is talk time
+ hold time + work time.
Calls Handled—
Handle Time Max
Longest handle time for any one call that the CSQ handled. Handle time is talk
time + hold time + work time.
Calls Abandoned—
Total
Number of calls routed to the CSQ but were not answered by an agent because
the caller hung up or was disconnected.
Calls Abandoned—
Queue Time Avg
Average time calls spent in queue before being abandoned.
Calls Abandoned—
Queue Time Max
Maximum time any one call spent in queue before being abandoned.
Service Level—
Percentage SL Met
Calculated as follows:
(calls handled within service level / by calls presented) * 100%.
Summary for Skills For each group of CSQs and each interval, total calls presented, calls handled,
and calls abandoned.