Unified Contact Center

Express (UCCX)
Report Catalog

April 2014
 Report Table of Contents 1
Chat Historical Reports
Chat Agent Detail Report
Chat Agent Summary Report
Chart CSQ Activity Report
Chat CSQ Agent Summary Report
Chat Traffic Analysis Report
Email Historical Reports
Email Agent Activity Report
Email CSQ Activity Report
Email CSQ Agent Activity Report
Email Inbox Traffic Analysis Report
Email Resolution Detail Report
Email Response Detail Report
Inbound Historical Reports
Abandoned Call Detail Activity Report
Aborted Rejected Call Detail Report
Agent Call Summary Report
Agent Detail Report
Agent Login Logout Activity Report
Agent Not Ready Reason Code Summary Report
Inbound Historical Reports Cont.
Agent State Detail Report
Agent Stat Summary by Agent Report
Agent State Summary by Interval Report
Agent Summary Report
Agent Wrap Up Data Summary Report
Agent Wrap Up Detail Report
Call Custom Variables Report
Called Number Summary Activity Report
Common Skill CSQ Activity Report
Contact Service Queue Activity by CSQ Report
Contact Service Queue Activity Report
Contact Service Queue Activity Report by Interval Report
Contact Service Queue Call Distribution Summary Report
Contact Service Queue Priority Summary Report
Contact Service Queue Service Level Priority Summary
Report
CSQ Agent Summary Report
Detailed Call by Call CCDR Report
Detailed Call CSQ Agent Report
2
Priority Summary Activity Report
Report Table of Contents 2
Outbound Historical Reports Agent Live Data Reports
IVR Outbound Campaign Summary Report Agent CSQ Statistics Report
IVR Outbound CCDR Report Agent State Log Report
IVR Outbound Half Hourly Report Agent Statistics Report
Preview Outbound Agent Detail Performance Report Agent Team Summary Report
Preview Outbound Campaign Summary Report

Supervisor Live Data Reports

System Historical Reports Team State Report
Application Performance Analysis Report Team Summary Report
Application Summary Report Voice CSQ Agent Detail Report
License Utilization Hourly Report Voice CSQ Summary Report
Remote Monitoring Detail Report

3
Chat Historical Reports

4
 Chat Agent Detail Report
(Chart View)
Purpose: Run this report to display detail on each chat an agent handled

Groupings: Grouped and sorted by date range, agent name, skill

name
5
 Chat Agent Summary Report
Purpose: Run this report to display summary of chats handled by agents

Groupings: Grouped and sorted by date range, agent name, skill name
6
 Chat Agent Summary Report - Average Accept
and Active Chat Time View
Purpose: Run this report to display accepted and active chats for each CSQ

Groupings: Grouped and sorted by date range, agent name, skill name
7
 Chat Agent Detail Total Active Accept Type By
Agent View Report
urpose: Run this report to display how much time each agent spent on active c

Groupings: Grouped and sorted by date range, agent name, skill

name
8
 Chat Average Summary Report
Total Presented vs. Handled Chats View
Purpose: Run this report to display chats presented and handled for each agen

Groupings: Grouped and sorted by date range, agent name, skill

name
9
 Chat CSQ Activity Report
Purpose: Run this report to display details on chat activity for every CSQ

Groupings: Grouped and sorted by date range, CSQ

10
 Chat CSQ Activity Report
Average Handle Time by CSQ View
Purpose: Run this report to display chat AHT for each CSQ

Groupings: Grouped and sorted by date range, CSQ

11
 Chat CSQ Activity Report
Purpose: Run this report to display max queue time for chats in each CSQ

Groupings: Grouped and sorted by date range, CSQ

12
 Chat CSQ Agent Summary Report
Purpose: Run this report to display chat activity summary for each agent in CSQ

Groupings: Grouped and sorted by date range, CSQ

13
 Chat CSQ Agent Summary Report
Chats Handled by CSQ and Agent View
Purpose: Run this report to display chats handled by each agent in CSQ

Groupings: Grouped and sorted by date range, CSQ

14
 Chat Traffic Analysis Report
Purpose: Run this report to display chat traffic grouped by time

Groupings: Grouped and sorted by date range

15
 Chat Traffic Analysis Report
Average Chat Duration by Date View
Purpose: Run this report to display average chat duration by date

Groupings: Grouped and sorted by date range

16
 Chat Traffic Analysis Report
Peak Chats by Date View
Purpose: Run this report to display peak chat time by date

Groupings: Grouped and sorted by date range

17
 Chat Traffic Analysis Report
Total Incoming Chats by Date View
Purpose: Run this report to display total chats per day

Groupings: Grouped and sorted by date range

18
Email Historical Reports

19
 Email Agent Activity Report
(Grid View)
Purpose: Run this report to display the status of each agents handling
of email records

Groupings: Grouped and sorted by agent name

20
 Email Agent Activity Report
(Chart View)
Purpose: Run this report to display the status of each agents handling
of email records

Groupings: Grouped and sorted by Agent Name

21
 Email Agent Activity Report
(Chart View)
Purpose: Run this report to display the status of each agents handling of
email records

Groupings: Grouped and sorted by agent state 22

Email CSQ Activity Report
(Grid View)
Purpose: Run this report to display summary handling of inbound emails to
CSQ(s)

Groupings: Grouped and sorted by CSQ 23

Email CSQ Activity Report
(Chart View)
Purpose: Run this report to display summary handling of inbound emails to
CSQ(s)

Groupings: Grouped and sorted by CSQ 24

 Email CSQ Agent Activity Report
(Grid View)
Purpose: Run this report to display agent summary handling of inbound
emails

Groupings: Grouped and sorted by CSQ

25
 Email CSQ Agent Activity Report
Purpose: Run this report to display a summary of how each incoming email
was handled

Groupings: Grouped and sorted by CSQ 26

 Email Resolution Detail Report
Purpose: Run this report to display the resolution status of routed emails

Groupings: Grouped and sorted by CSQ name

27
 Email Response Detail By Agent
(Chart View)
Purpose: Run this report to display email response transactions

Groupings: Grouped and sorted by Agent, CSQ

28
 Email Traffic Analysis Report
(Grid View)
Purpose: Run this report to display email traffic (counts)

Groupings: Grouped and sorted by Email Alias

29
 Email Traffic Analysis Report
(Chart View)
Purpose: Run this report to display email traffic (counts)

Groupings: Grouped and sorted by Email Date

30
Inbound Historical Reports

31
Abandon Calls Detail Report
(Grid View)
Purpose: Run this report to display the total number of calls abandoned
and final priority of calls.

Groupings: Grouped and sorted by call start time

32
Aborted Rejected Call Detail Report
Purpose: Run this report to display a detail listing of system disposition and
events

33
Agent Call Summary
(Chart View)
Purpose: Run this report to display the total number of calls received
and calls made by agents.

34
Agent Call Summary
(Grid View)
Purpose: Run this report to display the total number of calls received
and calls made by agents.

Groupings: Grouped and sorted by agent name and agentID

35
Agent Summary Report
(Chart view)
Purpose: Display this report to see Average Talk Time, Work Time,
Handle Time by Agent Chart

36
Agent Detail Report
(Chart View)

Purpose: Run this report to display the total talk time, hold time, and
work time spent on all calls during the report period.

37
Agent Detail Report
(Grid View)
Purpose: Run this report to display information about each ACD call
that was handled by an agent and each call that was made by an
agent.

Groupings: Grouped and sorted by agent name and agentID

38
 Agent Login Logout Report
(Chart View)
Purpose: Run this report to display the status of each cumulative log in time

Groupings: Grouped and sorted by agent, skill, and team

39
 Agent Login Logout Report
(Grid View)
Purpose: Run this report to display the status of each cumulative log in time

Groupings: Grouped and sorted by agent, skill, and team

40
Agent Not Ready Reason Code
(Chart View)
Purpose: Run this report to display the time agent spent in each not
ready reason code during report period.

41
Agent Not Ready Reason Code
(Grid View)
Purpose: Run this report to display the time agent spent in each not
ready reason code during report period.

Groupings: Grouped and sorted by agent name and agentID

42
Agent State Detail Report
(Chart View)
Purpose: Run this report to display the length of time agents spent in each
state.

43
Agent State Detail Report
(Grid View)
Purpose: Run this report to display the length of time spent in each agent
state.

Groupings: Grouped and sorted by agent name and agentID

44
Agent State Summary by Agent Report
(Chart View)
Purpose: Run this report to display the length of time spent in each agent
state.

45
 Agent State Summary by Interval Report
urpose: Run this report to display the length and percentage of time that
he agent spent in various agent states. The report can show information for each
0-minute or 60-minute interval within the report period.

46
Agent State Summary by Interval
(Chart View)
Purpose: Run this report to display the length of time spent in each
agent state for each interval.

47
Agent Summary Report Graphical
View of Average Talk, Hold, Work Time

Groupings: Grouped and sorted by agent

48
 Agent Summary Report
Purpose: Display this report to see Call Handle Ratio by Agent Chart

49
 Agent Summary Report Graphical
View of Call Handle Ratio by Agent
Purpose: Run this report to display Avgs for CSQ

Groupings: Grouped and sorted CSQ

50
 Agent Summary Report Graphical
Total Calls Handled by Agent

Purpose: Run this report to display Avgs for CSQ

Groupings: Grouped and sorted CSQ 51

 Agent Wrap-Up Data Summary Report
Purpose: Run this report to display summary of wrapup time per wrapup code

Groupings: Grouped and sorted CSQ

52
 Agent Wrap Up Summary Report
Total ACD Calls by Wrap-Up Data Chart
Purpose: Run this report to display total number of calls per wrap up code

Groupings: Grouped and sorted CSQ

53
Agent Wrap-Up Data Summary Chart
Purpose: Run this report to display handled, talk and wrapup time per
wrapup code

Groupings: Grouped and sorted CSQ

54
 Agent Wrap-Up Data Detail Report
Purpose: Run this report to display Avgs for CSQ

Groupings: Grouped and sorted CSQ 55

 Agent Wrap-Up Data Detail Report - Graphical
Purpose: Run this report to display Avgs for CSQ

Groupings: Grouped and sorted CSQ

56
 Call Custom Variable Report
Purpose: Run this report to display custom variable information call-by-call

Groupings: Grouped and sorted CSQ

57
 Called Number Summary Activity Report
Purpose: Run this report to display summary information per called number

Groupings: Grouped and sorted CSQ

58
Common Skill CSQ Activity Report
(Chart View)
Purpose: Run this report to display the number of calls handled, abandoned
and dequeued by interval.

59
 Contact Service Q Activity by CSQ
Total Calls that met Service Level by CSQ Chart
Purpose: Run this report to display number of calls handled within service leve

Groupings: Grouped and sorted CSQ

60
 CSQ by Activity by CSQ
Purpose: Run this report to display call disposition by CSQ

Groupings: Grouped and sorted CSQ 61

Contact Service Queue Activity Report
(Max Queue Time for Calls Presented by CSQ Chart)
Purpose: Run this report to display Max Queue Time for Calls by CSQ Name

62
Contact Service Queue Activity Report
(Average Time to Dequeue by CSQ Chart)
Purpose: Run this report to display Average Time to Dequeue Calls by CSQ
Name

63
Contact Service Queue Activity Report
(Average Speed of Answer by CSQ Chart)
Purpose: Run this report to display Average Speed of Answer by CSQ Name

64
Contact Service Queue Activity Report
(Average Time to Abandon by CSQ Chart)
Purpose: Run this report to display Average Time to Abandon by CSQ Name

65
 Contact Service Queue Activity by CSQ Report
Purpose: Run this report to display summary data per CSQ

Groupings: Grouped and sorted CSQ

66
 Contact Service Queue Activity Report
(Grid View)

Purpose: Run this report to display for each CSQ general queue statistics
such as calls presented, average and max queue time, ASA, average time to
abandon, etc.

Groupings: Grouped and sorted by CSQ Name

67
 Contact Service Queue Activity Report
(Average Handle Time by CSQ Chart)
Purpose: Run this report to display average handled time per CSQ

Groupings: Grouped and sorted CSQ

68
 Detailed Call by Call CCDR Report
(Grid View)
Purpose: Run this report to display Call by Call Details

Groupings: Grouped and sorted by Node ID-Session ID-Sequence Number

69
Detailed Call by Call CCDR Report
(Number of Calls by Contact Disposition Chart)
Purpose: Run this report to display the percentage of calls by disposition
(handled, abandoned, aborted and rejected)

70
Detailed Call by Call CCDR Report
(Number of Calls by Originator Type Chart)
Purpose: Run this report to display the percentage of calls by originator

71
 Detailed Call CSQ Agent Report
(Grid View)
Purpose: Run this report to display Call Start, Call Stop, Disposition, Calling
Number, Called Number, Destination Number, Queue Time, Agent Name, Ring
Time, Talk Time, Work Time

Groupings: Grouped and sorted by Node ID-Session ID-Sequence Number

72
Detailed Call CSQ Agent Report
(Total Calls by Called Number Chart)
Purpose: Run this report to display Number of Calls by Called Number

73
 Priority Summary Activity Report
(grid)
Purpose: Run this report to display call summary information for each Call
Priority

74
 Traffic Analysis Report
(Grid View)
Purpose: Run this report to display Incoming Calls, Average and Peak Calls
per hour, Peak Hour of Day, Average, Minimum, and Maximum Call
Durations per Day

Groupings: Grouped and sorted by date 75

Traffic Analysis Report
(Average Call Duration by Date Chart)
Purpose: Run this report to display Average Call Duration by Date

76
Traffic Analysis Report
(Total Incoming Calls by Date Chart)
Purpose: Run this report to display number of incoming calls by date

77
Traffic Analysis Report
(Peak Calls by Date Chart)
Purpose: Run this report to display peak calls by date

78
CSQ Call Distribution
(Grid View)
Purpose: Run this report to display the total number of calls abandoned
in each time interval.

Groupings: Grouped and sorted by CSQ Name and associated

Skills
79
Inbound CSQ Abandon Call Distribution
(Chart View)
Purpose: Run this report to display the total number of calls abandoned
in each time interval

80
 Inbound CSQ call distribution Service Level Summary
Purpose: Run this report to display Calls Handled or Abandoned by Time
Interval

Additional
columns
follow
>>

Contd
>>

81
Inbound CSQ Activity by Interval
(Grid View)
Purpose: Run this report to display the number of calls handled, abandoned
and dequeued by interval.

Groupings: Grouped and sorted by Interval Start and Interval End Time
82
Inbound Agent State Summary by Interval
(Grid View)
Purpose: Run this report to display the length of time spent in each agent
state for each interval.

Groupings: Grouped and sorted by Interval Start and Interval End Time

83
Agent State Summary by Interval Report
(Graphical View)

84
 CSQ Activity Report
(Grid View)
Purpose: Run this report to display detailed CSQ call performance data

Groupings: Grouped and sorted by CSQ Name, CSQ Type

85
Inbound Response Detail Report By Agent

Purpose: Run this report to display a summary of reason codes and counts

Groupings: Grouped and sorted by Interval, resource group, skills, team,

reason code 86
 Contact Service Queue Priority Summary
(Grid View)
Purpose: Run this report to display Total and Average Calls for Each Priority
Level 1-10

Groupings: Grouped and sorted by CSQ Name

87
Contact Service Queue Priority Summary
(Total Calls Presented by CSQ and Call Priority Chart)
Purpose: Run this report to display Number of Calls for Each Priority by CSQ
Name

88
 CSQ Service Level Priority Summary Report
(Grid View)
Purpose: Run this report to display Service Level Totals and by Each Priority
1-10
Additional
columns
follow
>>

Contd
>>

Groupings: Grouped and sorted by CSQ Name

89
CSQ Service Level Priority Summary Report
(Percent of Calls that Met Service Level Chart)
Purpose: Run this report to display percent of calls that met Service Level

90
CSQ Service Level Priority Summary Report
(Total Calls that Met Service Level Chart)
Purpose: Run this report to display number of calls meeting Service Level b
CSQ

91
 CSQ Agent Summary Report
(Grid View)
Purpose: Run this report to display Agent Talk Time, Work Time, Ring
Time, Hold Time and number of Ring No Answer

Groupings: Grouped and sorted by CSQ Name by Agent

92
Outbound Historical Reports

93
 IVR Outbound Campaign Summary Report
Capitalization
(Grid View)
Purpose: Run this report to display Call by Call Disposition, Originator,
Destination, Directory Number, Call Results and Campaign for IVR Outbound
Campaigns

Groupings: Grouped and sorted by node ID-session ID-sequence number

94
 IVR Outbound Campaign Summary Report
Capitalization
(Grid View)
Purpose: Run this report to display Contact Information and Call
Classification for Outbound IVR Campaigns

Groupings: Grouped and sorted by campaign

95
 IVR Outbound Half Hourly Report Capitalization
(Grid View)
Purpose: Run this report to display Campaign Performance Values for
Attempted Calls, Abandoned Calls, and Live Voice Calls

upings: Grouped and sorted by campaign name by half hour interval

96
IVR Outbound Half Hourly Report
(Total Attempted, Abandoned, Voice Calls by Campaign Chart)
Purpose: Run this report to display attempted, abandoned, and
completed voice calls by campaign

97
 Preview Outbound Agent Detail Performance
Report
Purpose:
(Grid Run this report to display details of Outbound performance
View)

Groupings: Grouped and sorted by agent by campaign

98
Preview Outbound Agent Detail Performance
Report
Purpose:
(Calls Run this
Accepted byreport to display
Campaign and Number of Preview Outbound calls by
Agent Chart)
Agent

99
System Historical Reports

100
 Application Performance Average Call Duration
by Application Report
(Chart View)
Purpose: Run this report to display average call duration for each application

Groupings: Grouped and sorted by date range

101
 Application Performance Total Call Presented Report
(Chart View)
Purpose: Run this report to display calls presented for each application

Groupings: Grouped and sorted by date range 102

 Application Summary Report
(Grid View)
Purpose: Run this report to display summary of calls and talk time for each app

Continuation of columns

Groupings: Grouped and sorted by date range and application

103
 Remote Monitoring Report
(Grid View)
Purpose: Run this report to display who monitored which calls

Groupings: Grouped and sorted by date range

104
 Remote Monitoring Average Wait Time by
User ID Report
Purpose: Run this report to display how long monitoring party had to wait

105
 Remote Monitoring Total Duration by User Report
Purpose: Run this report to display how long user spent monitoring calls

Groupings: Grouped and sorted by date range

106
Live Data Agent Reports

107
 Agent CSQ Statistics Report
Purpose: Run this report to see current number of calls and longest wait per C

Groupings: Grouped and sorted by agents and

queue
108
 Agent State Log Report Report
Purpose: Run this report to display history of state changes

Groupings: Grouped and sorted by

agent
109
 Agent Statistics Report Report
Purpose: Run this report to display agents with their recent call and state statis

Groupings: Grouped and sorted by

agent
110
 Agent Team Summary Report
urpose: Run this report to display all logged on agents on a team and current sta

Groupings: Grouped and sorted by

team
111
Live Data Supervisor
Reports

112
 Supervisor Team State Report
Purpose: Run this report to display agent status for a team

Groupings: Grouped and sorted by

team
113
 Supervisor Team Summary Report
Purpose: Run this report to display details of agents per team

Groupings: Grouped and sorted by

team
114
Supervisor Team Summary Report
Purpose: Run this report to display short and long term averages for
agent on team

Groupings: Grouped and sorted by

team
115
 Supervisor Voice CSQ Agent Detail Report
Purpose: Run this report to display current state of agents per CSQ

Groupings: Grouped and sorted by

CSQ
116
 Supervisor Voice CSQ Summary Report
Purpose: Run this report to display agent states by CSQ

Groupings: Grouped and sorted by CSQ name

117
 Supervisor Voice CSQ Summary Averages Report
Purpose: Run this report to display averages for CSQ

Groupings: Grouped and sorted by

CSQ
118
 Supervisor CSQ Summary Midnight Report
Purpose: Run this report to display CSQ summaries since midnight

Groupings: Grouped and sorted by

CSQ
119