Cisco CUIC Reports

Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

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Agent Summary – Daily

Note: Additional cost for custom database development and deployment of data replication connector will be charged.

Fieldname Description Datafield/ Formula Format
Date Selected date from filter Date yyyy-mm-dd
Agent Name Name of the agent Resource Name
Agent ID Login ID of the agent LoginID
IPCC Extensio Last active Unified CCX extension that Unified Communications Manager assigned to the agent Extension
Total Inbound Total calls that the agent receives Inbound ACD + Inbound non-ACD
Inbound ACD – Total Calls that the agent receives Inbound ACD
Inbound ACD – Avg Talk Time Average time that the agent spent in Talking state for received Unified CCX calls Avg Talk Time hh:mm:ss
Inbound ACD – Avg Hold Time Average time that the agent put the received Unified CCX calls on hold Avg Hold Time hh:mm:ss
Inbound ACD – Avg Work Time Average time that the agent spent in Work state for received Unified CCX calls Avg Work Time hh:mm:ss
Inbound Non-ACD on IPCC –Total Non-Unified CCX calls that are received by the agent on a Unified CCX extension, including calls made by other agents and by outside parties Inbound Non-ACD
Inbound Non-ACD on IPCC – Avg Talk Time Average time that the agent spent in Talking state for non-Unified CCX calls received on a Unified CCX extension Non ACD Avg Talk Time hh:mm:ss
Inbound Non-ACD on IPCC – Max Talk Time Maximum time that the agent spent in Talking state on a non-Unified CCX call received on a Unified CCX extension Non ACD Max Talk Time hh:mm:ss
Total Outbound Total calls that the agent dials Outbound on IPCC + Outbound on Non-IPCC
Outbound on IPCC – Total Calls that the agent dials on a Unified CCX extension including both connected and attempted calls. Outbound IPCC Total
Outbound on IPCC – Avg Talk Time Average call time of the outbound calls on a Unified CCX extension. Outbound IPCC Avg Talk Time hh:mm:ss
Outbound on IPCC – Max Talk Time Maximum time that the agent spent in Talking state on an outbound call on a Unified CCX extension. Outbound IPCC Max Talk Time hh:mm:ss
Outbound on Non-IPCC – Total Calls that the agent dials on a non-Unified CCX extension including both connected and attempted calls Outbound Non IPCC Total
Outbound on Non-IPCC – Avg Talk Time The average call time and the longest call time spent for the outbound calls on a non-Unified CCX extension. Outbound Non IPCC Avg Talk Time hh:mm:ss
Outbound on Non-IPCC – Max Talk Time Maximum time that the agent spent in Talking state on an outbound call on a non-Unified CCX extension. Outbound Non IPCC Max Talk Time hh:mm:ss
Total Not Ready State Total not ready time of an agent spent in UCCX  not ready state Not Ready Time hh:mm:ss

 Available Filters

  • Date Time
  • Agents
  • Team