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
The Contact Service Queue Activity Report (by Interval) can include these charts:
The Contact Service Queue Activity Report (by Interval) includes a table that
shows the following information for each CSQ:
Chart Name Description
Calls Handled,
Abandoned, and
Dequeued by
Interval
For each time interval, displays the number of calls handled, abandoned, and
dequeued. A call is considered to be handled when an agent picks up the call. A
call is considered to be abandoned if the call disconnects before connecting to
an agent. 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.
Total Calls that Met
Service Level by
Interval
For each time interval, displays the total number of calls handled and the
number of calls handled within the time entered in the Service Level field when
the CSQ was set up in Cisco Unified CCX Administration.
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
(Call Skills)
Name of the CSQ, and call skills associated with the CSQ, if the CSQ is
configured based on resource skills. Multiple skills are separated by commas.
Service Level (sec) Value entered in the Service Level field when the CSQ was set up in Cisco
Unified CCX Administration. If the service level changed during the report
period, the report shows the old and new service level values.
Calls Hand < SL Number of calls handled within the time shown in the Service Level field. A call
is considered to be handled when an agent picks up the call.
Calls Aband < SL Number of calls abandoned within the time shown in the Service Level field. A
call is considered to be abandoned if the call disconnects before connecting to
an agent.