Release Note

3-59
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
The Contact Service Queue Call Distribution Summary Report includes a table
that shows the following information for each CSQ:
Field Description
CSQ Name (Call
Skills)
Name of the CSQ, and the call skills associated with the CSQ, if the CSQ is
configured based on resource skills. Multiple skills are separated by commas.
Calls Handled Number of calls handled by the CSQ. A call is considered to be handled when
an agent picks up the call.
Total / Percentage
Calls Handled With
Queue Time 0–T sec
Time interval showing the number and percentage of handled calls with a queue
time that is less than or equal to T seconds. You can specify the value for T in
the Filter Parameter field in the Report Detail area. The default value for T is 15
seconds, and in this case, this field shows as 0–15 seconds.
Total / Percentage
Calls Handled With
Queue Time 0–2T
sec
Time interval showing the number and percentage of handled calls with a queue
time that is less than or equal to 2T seconds. You can specify the value for T in
the Filter Parameter field in the Report Detail area. The default value for T is 15
seconds, and in this case, this field shows as 0 – 30 seconds.
Total / Percentage
Calls Handled With
Queue Time 0–3T
sec
Time interval showing the number and percentage of handled calls with a queue
time that is less than or equal to 3T seconds. You can specify the value for T in
the Filter Parameter field in the Report Detail area. The default value for T is 15
seconds, and in this case, this field shows as 0 – 45 seconds.
Total / Percentage
Calls Handled With
Queue Time 0–4T
sec
Time interval showing the number and percentage of handled calls with a queue
time that is less than or equal to 4T seconds. You can specify the value for T in
the Filter Parameter field in the Report Detail area. The default value for T is 15
seconds, and in this case, this field shows as 0 – 60 seconds.
Calls Abandoned Number of calls abandoned from the CSQ. A call is considered to be abandoned
if it was routed to the CSQ but was not answered by an agent because the caller
hung up or was disconnected.
Total / Percentage
Calls Abandoned
With Queue Time
0–T
Time interval showing the number and percentage of abandoned calls with a
queue time that is less than or equal to T seconds. You can specify the value for
T in the Filter Parameter field in the Report Detail area. The default value for T
is 15 seconds, and in this case, this field shows as 0–15 seconds.
Total / Percentage
Calls Abandoned
With Queue Time
0–2T sec
Time interval showing the number and percentage of abandoned calls with a
queue time that is less than or equal to 2T seconds. You can specify the value
for T in the Filter Parameter field in the Report Detail area. The default value
for T is 15 seconds, and in this case, this field shows as 0 – 30 seconds.