Chapter 11 Reporting on Real-Time CRS Data
The Application Reporting User Interface
11-22
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
To access the CSQ Unified Contact Center Express Stats web page, select
Reports > CSQ Unified Contact Center Express Stats from the Application
Reporting menu bar.
The table below describes the information provided on the CSQ Unified Contact
Center Express Stats web page.
Column Name Description
Name Name of the CSQ.
Talking/
Ready Resources/
Not Ready Resources/
Logged-In Resources
Number of resources who are in the talking, ready, and not ready states,
and the number of resources logged in for this CSQ. Values for the four
items are separated by colons. Values are displayed in the same order that
the items appear in the column heading.
Note This number includes resources in Talking, Work, and Reserved
states.
Total Contacts Number of total Unified CCX contacts since the statistics were last reset
for this CSQ.
Contacts Waiting Number of Unified CCX contacts waiting to be connected to a resource
in this CSQ.
This column also displays how long the oldest contact has been waiting.
Contacts [oldest contact in
queue]
Duration of longest currently waiting contact.
Contacts Handled Number of Unified CCX contacts that have been handled by this CSQ.
Contacts Abandoned Number of Unified CCX contacts that have been abandoned by this CSQ.
Contacts Dequeued Number of Unified CCX contacts that have been dequeued from this
CSQ.
Avg Talk Duration Average time (in seconds) agents in this CSQ spend taking to Unified
CCX contacts.
Avg Wait Duration Average wait time (in seconds). It begins when the call was queued
(when you execute the “Select Resource” step) and ends when the call
reaches the agent. Wait duration does not include hold time.The time a
contact spends on a CTI port prior to getting queued is not included in
this wait time.
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