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CSQ Name
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CSQ to which the call is queued.
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CSQ ID
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Unique
ID of the CSQ.
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Agent Name
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First and last name of the agent who handled calls for this CSQ.
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Extension
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Unified CCX extension that Unified Communications Manager
assigned to the agent.
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Calls Handled
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Calls that are queued for this CSQ and answered by this agent
during the report period.
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Talk Time—Avg
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Average talk time for all calls that the agent handled for this
CSQ. Talk time is the elapsed time between the time that an agent answers a
call and the time the call is disconnected or transferred, not including hold
time.
Average talk time = Total talk time / Number of calls handled
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Talk Time—Total
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Total talk time for all calls that the agent handled for this
CSQ.
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Work Time—Avg
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Average time that an agent spent in Work state after calls.
Average work time = Total work time / Number of handled calls
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Work Time—Total
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Total time that an agent spent in Work state after receiving
calls.
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Total Ring Time
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Elapsed time between the time that a call rang and the time the
call was answered by an agent, routed to another agent, or disconnected. This
field is blank if the call was not routed to an agent.
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Calls On Hold
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Calls that the agent put on hold.
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Hold Time—Avg
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Average hold time for calls that the agent put on hold. Not
applicable to non-Unified CCX calls.
Average hold time = Total hold time / Number of calls put on
hold.
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Hold Time—Total
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Total time that the call is on hold. Not applicable to
non-Unified CCX calls.
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Ring No Answer
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Calls that were routed to the agent and the agent did not
answer.
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