Chat CSQ Summary Report

The Chat CSQ Summary Report provides agent statistics and contact statistics for a Contact Service Queue (CSQ).

Charts

None

Fields

The report includes a table that displays the following information:

Visible fields—These fields are displayed in the report.
Hidden fields—These fields are not displayed in the report. You can customize the report to display these fields. For more information, see the Cisco Unified Contact Center Express Report User Guide, located at: http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-user-guide-list.html.

Visible Fields in Chat CSQ Summary Report
Field	Description
CSQ Name	Name of the CSQ.
Contacts Waiting	Number of contacts in queue for a CSQ.
Contacts Abandoned	Number of contacts that are routed to the CSQ since midnight but are not answered by any agent. This is because either the customer has ended the chat before an Agent accepts or is disconnected (due to time out or network disruptions).
Agents—Logged-In	Number of agents in Logged-In state.
Agents—Not Ready	Number of agents in Not Ready state.
Agents—Ready	Number of agents in Ready state.
Agents—Partial Busy	Number of agents in Partial Busy state. An agent is set to Partial Busy state when the agent has not reached the maximum number of chat sessions that is set by the administrator.
Agents—Busy	Number of agents in Busy state. An agent is set to Busy state when the agent reaches the maximum number of chat sessions that is set by the administrator.
Agents—Reserved	Number of agents in Reserved state.

Hidden Fields in Chat CSQ Summary Report
Field	Description
Contacts Total	Number of contacts routed to the CSQ since midnight.
Contacts Handled	Number of contacts that are handled by the CSQ since midnight. A contact is marked handled if a contact is connected to an agent while queued for this CSQ.

Filter Criteria

You can filter using the following parameter:

Filter Parameter	Result
Queue Name	Displays information for the CSQs that belong to the specified teams.

Grouping Criteria

None

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