Overview of Historical Reports [Cisco Unified Contact Center Express]

Overview of Historical Reports

The Cisco Customer Response Applications (CRA) Historical Reports system provides you with complete and comprehensive information about the call activities of your Cisco CRA system.

Historical reports are designed with the flexibility to let you obtain the specific information that you need. Using filters provided with most of the basic historical reports, you can create up to 55 reports that contain relevant and detailed information. By adding charts, you can create up to 109 separate reports.

Table 1-1 shows the various report types that you can create from the basic reports. It also shows the charts that you can include, which further expand the reporting capabilities of the system. For information about creating these historical reports, refer to Cisco CRA Historical Reports User Guide.

Table 1-1 Cisco CRA Historical Reports

Basic Report	Report Types	Charts
Abandoned Call Detail Activity Report	Abandoned Call Detail Activity Report	Calls Abandoned Each Day by Final Call Priority
Agent Detail Report	Agent Report Resource Group Report Skill Report	Total Talk Time, Hold Time, Work Time by Agent
Agent Login Logout Activity Report	Agent Report Resource Group Report Skill Report	Total Logged-in Time for Each Agent
Agent State Summary Report (by Agent)	Agent Report Agent Half-Hourly Report Agent Hourly Report Resource Group Report Resource Group Half-Hourly Report Resource Group Hourly Report Skill Report Skill Half-Hourly Report Skill Hourly Report	Time Spent in Agent State by Agent
Agent State Summary Report (by Interval)	Agent Report Agent Half-Hourly Report Agent Hourly Report Resource Group Report Resource Group Half-Hourly Report Resource Group Hourly Report Skill Report Skill Half-Hourly Report Skill Hourly Report	Time Spent in Agent State by Interval
Agent Summary Report	Agent Report Resource Group Report Skill Report Top N Agents Ranked by Call Handle Ratio Report Bottom N Agents Ranked by Call Handle Ratio Report Top N Agents Ranked by Average Hold Time Report Bottom N Agents Ranked by Average Hold Time Report Top N Agents Ranked by Average Talk Time Report Bottom N Agents Ranked by Average Talk Time Report Top N Agents Ranked by Average Work Time Report Bottom N Agents Ranked by Average Work Time Report Top N Agents Ranked by Average Handle Time Report Bottom N Agents Ranked by Average Handle Time Report	Call Handle Ratio by Agent Total Calls Handled by Agent Average Talk Time, Hold Time, Work Time by Agent
Call Custom Variables Report	Call Custom Variables Report	—
Called Number Summary Activity Report	Called Number Summary Activity Report	Total Calls by Called Number Average Call Duration by Called Number
Contact Service Queue Activity Report	Contact Service Queue Activity Report	Calls Handled and Calls Abandoned by Contact Service Queue Total Calls by Call Priority and Contact Service Queue
Contact Service Queue Activity Report (by CSQ) Report	Contact Service Queue Activity Report (by CSQ) Report Half-Hourly Report Hourly Report	Calls Handled, Abandoned and Dequeued by CSQ Total Calls that Met Service Level by CSQ
Contact Service Queue Activity Report (by Interval) Report	Contact Service Queue Activity Report (by Interval) Report Half-Hourly Report Hourly Report	Calls Handled, Abandoned and Dequeued by Interval Total Calls that Met Service Level by Interval
Contact Service Queue Service Level Report	Contact Service Queue Service Level Report (time interval t is user configurable)	Percentage of Calls that Met Service Level
Detailed Call by Call CCDR Report	Detailed Call by Call CCDR Report	Number of Calls by Contact Disposition Number of Calls by Originator Type
IVR Application Performance Analysis Report	IVR Application Performance Analysis Report	Total Incoming Calls by Application Calls Handled vs. Calls Abandoned by Application Average Call Duration by Application
IVR Traffic Analysis Report	IVR Traffic Analysis Report (Daily)	Total Incoming Calls by Date Peak Calls by Date Average Call Duration by Date
Priority Summary Activity Report	Priority Summary Activity Report	Total Calls by Call Priority
Skill Routing Activity Report	All Skill Groups Report Selected Skill(s) Logic AND Report Selected Skill(s) Logic OR Report	Calls Handled and Calls Abandoned by Skill Groups Total Calls by Call Priority and Skill Group

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Overview of Historical Reports

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Overview of Historical Reports