Release Note

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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 CSQ) by this
criterion:
Calls Abandoned Number and percentage of calls routed to the CSQ but were not answered by an
agent because the caller hung up or was disconnected. The percentage is
calculated as follows:
(Number of calls abandoned / Number of calls presented) * 100%
Calls Dequeued Number and percentage of calls dequeued. A call is considered to be dequeued
from a particular CSQ in the following cases:
• The call is dequeued by a Dequeue step in a workflow.
• The call is marked as handled by a workflow.
• The call is queued for more than 1 CSQ and is handled by an agent in
another CSQ.
The percentage is calculated as follows:
(Number of calls dequeued / Number of calls presented) * 100%
Field (continued) Description (continued)
Sort Criterion Result
CSQ Name Displays the report in alphabetical order by the names of CSQs.