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Application ID
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Identification number that is assigned to the application by
Unified CCX.
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Application Name
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Name of the Unified CCX or Unified IP IVR application.
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Calls Presented
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Number of calls that are received by the application including
internal calls. It includes calls that are handled by the application and the
calls that are abandoned while in the application. A call can invoke more than
one application and is counted for each of them.
Summary info—Sum of
values in this column.
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Calls Handled
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Number
of calls that are handled by the application including internal calls.
Summary info—Sum of
values in this column.
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Calls Abandoned
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Number of calls that are abandoned, aborted, or rejected while
in the application.
Summary info—Sum of
values in this column.
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Abandon Rate (per hour)
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Average number of calls that are abandoned each hour while in
the application.
Summary info—Maximum
value in this column.
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Avg Call Duration
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Average time that elapsed from the time the call enters this
workflow until the call exits this workflow when the caller hangs up or when
the call enters another workflow.
Summary info—Maximum
value in this column.
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