Cisco CRS-1 - Carrier Routing System Router Administration Manual page 322

The Application Reporting User Interface
To access the CSQ Unified Contact Center Express Stats web page, select
Reports > CSQ Unified Contact Center Express Stats from the Application
Reporting menu bar.
The table below describes the information provided on the CSQ Unified Contact
Center Express Stats web page.
Column Name
Name
Talking/
Ready Resources/
Not Ready Resources/
Logged-In Resources
Total Contacts
Contacts Waiting
Contacts [oldest contact in
queue]
Contacts Handled
Contacts Abandoned
Contacts Dequeued
Avg Talk Duration
Avg Wait Duration
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
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Description
Name of the CSQ.
Number of resources who are in the talking, ready, and not ready states,
and the number of resources logged in for this CSQ. Values for the four
items are separated by colons. Values are displayed in the same order that
the items appear in the column heading.
This number includes resources in Talking, Work, and Reserved
Note
states.
Number of total Unified CCX contacts since the statistics were last reset
for this CSQ.
Number of Unified CCX contacts waiting to be connected to a resource
in this CSQ.
This column also displays how long the oldest contact has been waiting.
Duration of longest currently waiting contact.
Number of Unified CCX contacts that have been handled by this CSQ.
Number of Unified CCX contacts that have been abandoned by this CSQ.
Number of Unified CCX contacts that have been dequeued from this
CSQ.
Average time (in seconds) agents in this CSQ spend taking to Unified
CCX contacts.
Average wait time (in seconds). It begins when the call was queued
(when you execute the "Select Resource" step) and ends when the call
reaches the agent. Wait duration does not include hold time.The time a
contact spends on a CTI port prior to getting queued is not included in
this wait time.
Chapter 11 Reporting on Real-Time CRS Data