Chapter 11 Reporting on Real-Time CRS Data
The Application Reporting User Interface
11-20
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Note Unified CCX reports contain information for calls that have been queued in one
or more CSQs. If a call is not queued (for example, the caller hangs up before
being queued), the reports do not display data for that call.
Cisco CRS reports retrieve the following statistics:
• Unified CCX statistics from the current Master node.
• Non-Unified CCX statistics (that is, Unified IP IVR statistics) from all nodes
in the cluster.
To access the Overall Unified Contact Center Express Stats web page, select
Reports > Overall Unified Contact Center Express Stats from the Application
Reporting menu bar.
The table below describes the information provided on the Overall Unified
Contact Center Express Stats web page.
Row Heading Description
CSQs Number of CSQs currently configured. If a CSQ is added or removed, this
statistic reflects that change.
Logged-in Resources Number of resources currently logged in.
Talking Resources Number of resources currently talking.
Note This number includes resources in Talking, Work, and Reserved
states.
Ready Resources Number of resources currently ready.
Not Ready Resources Number of resources currently not ready.
Total Contacts Number of total Unified CCX contacts that have arrived since the statistics
were last reset. This includes contacts that are waiting, contacts connected
to a resource, and contacts that have disconnected.
If a resource transfers to or conferences with a route point, this value
increases.
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