The Resource Unified Contact Center Express Stats Menu Option; Failover Behavior For Unified Contact Center Express Stats - Cisco CRS-1 - Carrier Routing System Router Administration Manual

Chapter 11 Reporting on Real-Time CRS Data
Column Name
Longest Talk Duration
Longest Wait Duration

The Resource Unified Contact Center Express Stats Menu Option

Column Name
Name (ID)
State
Duration in State
Contacts Presented
Contacts Handled
Avg Talk Duration
Avg Hold Duration
Longest Talk Duration
Longest Hold Duration

Failover Behavior for Unified Contact Center Express Stats

Description
Longest time (in seconds) agents in this CSQ spend talking to Unified
CCX contacts.
Longest wait (in seconds) for a contact to be connected to a resource.
Use the Resource Unified Contact Center Express Stats web page to view
real-time Unified CCX resource information.
To access the Resource Unified Contact Center Express Stats web page, select
Reports > Resource 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.
Description
Unique identifier of the resource.
Current state of the resource.
Length of time (in seconds) the resource has remained in the current state.
Number of contacts that have been connected to this resource.
Number of contacts that have been handled by this resource.
Average time (in seconds) that this resource spends talking to Unified CCX
contacts.
Average time (in seconds) that this resource keeps Unified CCX contacts on
hold.
Longest time (in seconds) that this resource has spent talking to an Unified
CCX contact.
Longest time (in seconds) that this resource has placed a call on hold.
All failovers, regardless of whether the CRS engine is restarted, will cause the
Unified Contact Center Express Stats to reset.
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
The Application Reporting User Interface
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