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Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Chapter 11 Reporting on Real-Time CRS Data
The Application Reporting User Interface
The CSQ Unified Contact Center Express Stats Menu Option
Use the CSQ Unified Contact Center Express Statsweb page to view real-time
Unified CCX CSQ information.
Note Unified CCX reports contain information for calls that have been queued in one
or more CSQs. If a call is not queued, the reports do not display data for that call.
Contacts Waiting Number of Unified CCX contacts waiting to be connected to a resource.
This column also displays how long the oldest contact in the queue has been
waiting.
Note A contact is shown as waiting until the call is answered by the agent.
This means that, even if the phone is ringing at the agent, the contact
will still show as waiting in RTR.
Contacts Handled Number of Unified CCX contacts that have been handled by a resource.
Contacts Abandoned Number of Unified CCX contacts that have arrived and disconnected before
being connected to a resource.
Avg Talk Duration Average duration (in seconds) that resources spend talking on Unified CCX
contacts. Talk duration starts when a contact first connects to a resource and
ends when the contact disconnects from the last resource to which it was
connected.
Talk duration does not include hold time.
Avg Wait Duration Average wait time (in seconds). It begins when the contact enters the system
and ends when the contact stops waiting. Wait duration does not include hold
time. The time a contact spends on a CTI port prior to getting queued is
included in this report.
Longest Talk Duration Longest talk duration (in seconds) of an Unified CCX contact. Talk duration
does not include hold time.
Longest Wait Duration Longest wait (in seconds) for an Unified CCX contact to be connected to a
resource. Wait duration does not include hold time.
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