Release Note

3-49
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
You can sort the Contact Service Queue Activity Report by any of these criteria:
Avg Speed of
Answer
Calculated as follows:
total queue time / calls handled
Avg /Max Handle
Time
Average handle time for all calls that the CSQ handled, and longest handle time
of any one call that the CSQ handled. Handle time is talk time + hold time +
work time.
Calls Abandoned Number of calls routed to the CSQ but were not answered by an agent because
the caller hung up or was disconnected.
Avg/Max Time to
Abandon
Average time calls spent in queue before being abandoned, and longest time any
one call spent in queue before being abandoned.
Avg/Max Abandon
Per Day
Average is the total number of calls abandoned divided by the number of days
in the report period. Maximum is the largest number of calls abandoned on a
single day in the report period.
Calls Dequeued Number of calls queued for a CSQ and then dequeued by the Dequeue step in a
workflow.
Avg/ Max Time to
Dequeue
Average time calls spent in queue before being dequeued, and longest time any
one call spent in queue before being dequeued.
Calls Handled by
Other
Total of the following calls:
• Calls queued for the CSQ, then dequeued by the Dequeue step in a
workflow, then marked as handled by the SetSessionInfo step in the
workflow.
• Calls queued for more than 1 CSQ and then handled by another CSQ.
Field (continued) Description (continued)
Sort Criterion Result
Contact Service
Queue
Displays the report in order of the name of the CSQ.
Total Calls
Presented
Displays the report in order of the number of calls routed to the CSQ, whether
or not an agent picked up the call.
Total Calls Handled Displays the report in order of the number of calls handled by the CSQ.
Total Calls
Abandoned
Displays the report in order of the number of calls routed to the CSQ but were
not answered because the caller hung up or was disconnected.