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Unified Contact Center

Express (UCCX)
Report Catalog

April 2014
Report Table of Contents 1
Chat Historical Reports Inbound Historical Reports Cont.
Chat Agent Detail Report Agent State Detail Report
Chat Agent Summary Report Agent Stat Summary by Agent Report
Chart CSQ Activity Report Agent State Summary by Interval Report
Chat CSQ Agent Summary Report Agent Summary Report
Chat Traffic Analysis Report Agent Wrap Up Data Summary Report
Agent Wrap Up Detail Report
Email Historical Reports
Call Custom Variables Report
Email Agent Activity Report
Called Number Summary Activity Report
Email CSQ Activity Report
Common Skill CSQ Activity Report
Email CSQ Agent Activity Report
Contact Service Queue Activity by CSQ Report
Email Inbox Traffic Analysis Report
Contact Service Queue Activity Report
Email Resolution Detail Report
Contact Service Queue Activity Report by Interval Report
Email Response Detail Report
Contact Service Queue Call Distribution Summary Report
Inbound Historical Reports Contact Service Queue Priority Summary Report
Abandoned Call Detail Activity Report Contact Service Queue Service Level Priority Summary
Aborted Rejected Call Detail Report Report
Agent Call Summary Report CSQ Agent Summary Report
Agent Detail Report Detailed Call by Call CCDR Report
Agent Login Logout Activity Report Detailed Call CSQ Agent Report
2

Agent Not Ready Reason Code Summary Report 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