Release Note

Chapter 3 Descriptions of Historical Reports
Report Details
3-50
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
You can filter the Contact Service Queue Activity Report by this parameter:
Contact Service Queue Activity Report (by CSQ)
The Contact Service Queue Activity Report (by CSQ) shows information about
service levels, and about the number and percentage of calls presented, handled,
abandoned, and dequeued. This report can show information for each 30-minute
or 60-minute interval within the report period. In this case, the report will include
a summary of information for each CSQ.
The information in the Contact Service Queue Activity Report (by CSQ) is
grouped by CSQ. The Contact Service Queue Activity Report (by Interval)
displays the same information grouped by interval. For more information, see the
“Contact Service Queue Activity Report (by Interval)” section on page 3-54.
Filter Parameter Result
CSQ Names Displays information for the specified CSQs.
CSQ Types Includes these options:
• Resource Group—Displays information for CSQs that are configured with
the Resource Pool Selection Model set to Resource Group in Unified EIM
Administration.
• Skill Group—Displays information for CSQs that are configured with the
Resource Pool Selection Model set to Resource Skills in Cisco Unified
CCX Administration.