Cisco CUIC Reports

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

Additional plug-and-play reports to your CUIC repository. Search through our deposit of stock reports by entering a search term or select one or multiple of the categories on the right within the collection.
300$ for each out-of-the-box report in the catalog. If  none of these suit your reporting requirements, we can build customized reports that you can then install in your environment.
See our wallboard and OLAP/ Business Intelligence solutions for advanced reporting requirements.

Call Type Real Time

 
Fieldname Description Datafield/ Formula Format
Call Type
Name of call type EnterpriseName
In Queue Now
Number of pending Contact Center calls in the queue
RouterCallQNow
At Agent Now
Number of Contact Center calls which are
currently being handled by agents (including wrap-up)
CallsAtAgentNow
Longest Queue Time
Waiting time in seconds of Contact Center calls which have been waiting the longest in the queue
RouterLongestCallQ hh:mm:ss
Total Calls To 5
Total number of received Contact Center calls of the last 5 minutes
CallsOfferedTo5
Answered To 5
Number of Contact Center tasks of the last 5
minutes answered by agents
CallsAnsweredTo5
Abandoned To 5
Number of Call Center calls of the last 5
minutes which were ended by callers after the Short Call threshold (default 5 seconds)
CallsAbandonedTo5
Total Wait Time To 5
Waiting time in seconds of the last 5 minutes until Contact Center tasks were answered or Call Center calls were ended by callers
TotalWaitTimeTo hh:mm:ss
Avg Total Wait Time To 5
Average waiting time in seconds of the last 5
minutes until Contact Center tasks were
answered or Call Center calls were ended by
callers
TotalWaitTimeTo5
/(AnsweredTo5 +
AbandonedTo5)
hh:mm:ss
Ans Wait Time To 5
The sum of answer wait time in seconds for all calls answered for this call type during the rolling five-minute interval.
AnsWaitTimeTo5 hh:mm:ss
Avg Ans Wait Time To 5
Average waiting time in seconds of the last 5
minutes until Contact Center tasks were
answered
AnsWaitTimeTo5 /
AnsweredTo5
hh:mm:ss
Aban Wait Time To 5
Waiting time in seconds of the last 5 minutes until Call Center calls were ended by callers
AbanWaitTimeTo5 hh:mm:ss
Avg Aban Wait Time To 5
Average waiting time in seconds of the last 5
minutes until Call Center calls were ended by callers
AbanWaitTimeTo5 /
AbandonedTo5
hh:mm:ss
Handled To 5
Number of Contact Center tasks of the last 5
minutes answered by agents (incremented
upon completion of wrap-up)
HandledTo5
Handle Time To 5
Total handling time of Contact Center tasks in seconds of the last 5 minutes from answering to end of wrap-up (sum of talk, hold and wrap-up time)
HandleTimeTo5 hh:mm:ss
Avg Handle Time To 5
Average total handling time of Contact Center tasks in seconds of the last 5 minutes from answering to end of wrap-up (sum of talk, hold and wrap-up time)
HandleTimeTo5 /
HandledTo5
hh:mm:ss
SL Offered To 5
Total number of Contact Center tasks of the
last 5 minutes which are used to calculate the Service Level
ServiceLevelCallsOfferedTo5
SL Ans Before To 5
Number of Contact Center tasks of the last 5
minutes which were answered within the
Service Level threshold
ServiceLevelCallsTo5
SL Aban Before To 5
Number of Call Center calls of the last 5
minutes which were ended by callers after the Short Call threshold and within the Service Level threshold
SLAbanBeforeTo5
Service Level To 5
The percentage of Contact Center tasks in the last 5 minutes which were answered within the Service Level threshold
ServiceLevelTo5 12,345.68%
Total Calls Today
Total number of received Contact Center tasks for the current day
CallsOfferedToday
Answered Today
Number of Contact Center tasks for the current day answered by agents
AnsweredToday
Abandoned Today
Number of Call Center calls for the current day which were ended by callers after the Short Call threshold
AbandonedToday
Total Wait Time Today
Waiting time in seconds for the current day
until Contact Center calls were answered or
Call Center calls were ended by callers
TotWaitTimeToday hh:mm:ss
Avg Total Wait Time Today
Average waiting time in seconds for the current day until Contact Center tasks were answered or Call Center calls were ended by callers
TotalWaitTimeToday
/(AnsweredToday +
AbandonedToday)
hh:mm:ss
Ans Wait Time Today
Waiting time in seconds for the current day
until Contact Center tasks were answered
AnsWaitTimeToday hh:mm:ss
Avg Ans Wait Time Today
Average waiting time in seconds for the current day until Contact Center tasks were answered
AnsWaitTimeToday /
AnsweredToday
hh:mm:ss
Abandoned Wait Time Today
Waiting time in seconds for the current day
until Call Center calls were ended by callers
AbanWaitTimeToday hh:mm:ss
Avg Aban Wait Time Today
Average waiting time in seconds for the currentday until Call Center calls were ended by callers
AbanWaitTimeToday /
AbandonedToday
hh:mm:ss
Call Handled Today
Number of Contact Center tasks for the current day answered by agents (incremented upon completion of wrap-up)
CallHandledToday
Handle Time Today
Total handling time of Contact Center tasks in seconds for the current day from answering to end of wrap-up (sum of talk, hold and wrap-up time) HandleTimeToday
HandleTimeToday hh:mm:ss
Avg Handle Time Today
Average total handling time of Contact Center tasks in seconds (sum of talk, hold and wrap-up time)
HandleTimeToday /
HandledToday
hh:mm:ss
SL Calls Offered Today
Total number of Contact Center tasks for the current day which are used to calculate the Service Level
SLCallsOfferedToday
SL Calls Ans Today
Number of Contact Center tasks for the current day which were answered within the Service Level threshold
SLCallsAnsToday

Available Filters

  • Call Types