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Variphy UCCX CSQ & Agent Statistic Dictionary

Agent Reports

State Summary Statistics

StatisticDescription
Agent ExtensionThe UCCX extension configured for the agent
Agent Login IDThe login name assigned to the agent in CUCM
Logged In TimeTotal amount of time that the agent was logged into the UCCX system
Ready CountTotal number of times that the agent was put into Ready state in the UCCX system
Ready TimeTotal amount of time that the agent was in Ready state in the UCCX system
Ready PercentPercentage of time that the agent was in Ready state as compared to total time logged into the UCCX system
Reserved CountTotal number of times that the agent was put into Reserved state in the UCCX system
Reserved TimeTotal amount of time that the agent was in Reserved state in the UCCX system
Reserved PercentPercentage of time that the agent was in Reserved state as compared to total time logged into the UCCX system
Talking CountTotal number of times that the agent was put into Talking state in the UCCX system
Talking TimeTotal amount of time that the agent was in Talking state in the UCCX system
Talking PercentPercentage of time that the agent was in Talking state as compared to total time logged into the UCCX system
Working CountTotal number of times that the agent was put into Working state in the UCCX system
Working TimeTotal amount of time that the agent was in Working state in the UCCX system
Working PercentPercentage of time that the agent was in Working state as compared to total time logged into the UCCX system
Not Ready CountTotal number of times that the agent was put into Not Ready state in the UCCX system
Not Ready TimeTotal amount of time that the agent was in Not Ready state in the UCCX system
Not Ready PercentPercentage of time that the agent was in Not Ready state as compared to total time logged into the UCCX system
Not Ready AverageAverage amount of time that the agent spent in Not Ready state in the UCCX system
Not Ready Count for [Reason]Total number of times that the agent was put into Not Ready state for a particular reason (system or custom) in the UCCX system
Not Ready Time for [Reason]Total amount of time that the agent was in Not Ready state for a particular reason (system or custom) in the UCCX system
Not Ready Average for [Reason]Average amount of time that the agent spent in Not Ready state for a particular reason (system or custom) in the UCCX system

Call Summary Statistics

StatisticDescription
Inbound CountTotal number of inbound call legs associated with the agent
Inbound Handled CountTotal number of inbound handled call legs associated with the agent
Inbound Abandoned CountTotal number of inbound abandoned call legs associated with the agent
Inbound ICD CountTotal number of inbound call legs associated with the agent which went through the UCCX ICD system
Inbound ICD Handled CountTotal number of inbound handled call legs associated with the agent which went through the UCCX ICD system
Inbound ICD Abandoned CountTotal number of inbound abandoned call legs associated with the agent which went through the UCCX ICD system
Inbound Non-ICD CountTotal number of inbound call legs associated with the agent which did not go through the UCCX ICD system
Inbound Non-ICD Handled CountTotal number of inbound handled call legs associated with the agent which did not go through the UCCX ICD system
Inbound Non-ICD Abandoned CountTotal number of inbound abandoned call legs associated with the agent which did not go through the UCCX ICD system
Inbound Non-ICD IPCC CountTotal number of inbound call legs associated with the agent which did not go through the UCCX ICD system and were received on a UCCX extension
Inbound Non-ICD IPCC Handled CountTotal number of inbound handled call legs associated with the agent which did not go through the UCCX ICD system and were received on a UCCX extension
Inbound Non-ICD IPCC Abandoned CountTotal number of inbound abandoned call legs associated with the agent which did not go through the UCCX ICD system and were received on a UCCX extension
Inbound Non-ICD Non-IPCC CountTotal number of inbound call legs associated with the agent which did not go through the UCCX ICD system and were received on a non-UCCX extension
Inbound Non-ICD Non-IPCC Handled CountTotal number of inbound handled call legs associated with the agent which did not go through the UCCX ICD system and were received on a non-UCCX extension
Inbound Non-ICD Non-IPCC Abandoned CountTotal number of inbound abandoned call legs associated with the agent which did not go through the UCCX ICD system and were received on a non-UCCX extension
Inbound Max Talk TimeLongest duration of talk time for an inbound call leg associated with the agent
Inbound Handled Max Talk TimeLongest duration of talk time for an inbound handled call leg associated with the agent
Inbound Abandoned Max Talk TimeLongest duration of talk time for an inbound abandoned call leg associated with the agent
Inbound ICD Max Talk TimeLongest duration of talk time for an inbound call leg associated with the agent which went through the UCCX ICD system
Inbound ICD Handled Max Talk TimeLongest duration of talk time for an inbound handled call leg associated with the agent which went through the UCCX ICD system
Inbound ICD Abandoned Max Talk TimeLongest duration of talk time for an inbound abandoned call leg associated with the agent which went through the UCCX ICD system
Inbound Non-ICD Max Talk TimeLongest duration of talk time for an inbound call leg associated with the agent which did not go through the UCCX ICD system
Inbound Non-ICD Handled Max Talk TimeLongest duration of talk time for an inbound handled call leg associated with the agent which did not go through the UCCX ICD system
Inbound Non-ICD Abandoned Max Talk TimeLongest duration of talk time for an inbound abandoned call leg associated with the agent which did not go through the UCCX ICD system
Inbound Non-ICD IPCC Max Talk TimeLongest duration of talk time for an inbound call leg associated with the agent which did not go through the UCCX ICD system and was received on a UCCX extension
Inbound Non-ICD IPCC Handled Max Talk TimeLongest duration of talk time for an inbound handled call leg associated with the agent which did not go through the UCCX ICD system and was received on a UCCX extension
Inbound Non-ICD IPCC Abandoned Max Talk TimeLongest duration of talk time for an inbound abandoned call leg associated with the agent which did not go through the UCCX ICD system and was received on a UCCX extension
Inbound Non-ICD Non-IPCC Max Talk TimeLongest duration of talk time for an inbound call leg associated with the agent which did not go through the UCCX ICD system and was received on a non-UCCX extension
Inbound Non-ICD Non-IPCC Handled Max Talk TimeLongest duration of talk time for an inbound handled call leg associated with the agent which did not go through the UCCX ICD system and was received on a non-UCCX extension
Inbound Non-ICD Non-IPCC Abandoned Max Talk TimeLongest duration of talk time for an inbound abandoned call leg associated with the agent which did not go through the UCCX ICD system and was received on a non-UCCX extension
Inbound Total Talk TimeTotal duration of talk time for inbound call legs associated with the agent
Inbound Handled Total Talk Time Total duration of talk time for inbound handled call legs associated with the agent
Inbound Abandoned Total Talk TimeTotal duration of talk time for inbound abandoned call legs associated with the agent
Inbound ICD Total Talk TimeTotal duration of talk time for inbound call legs associated with the agent which went through the UCCX ICD system
Inbound ICD Handled Total Talk Time Total duration of talk time for inbound handled call legs associated with the agent which went through the UCCX ICD system
Inbound ICD Abandoned Total Talk TimeTotal duration of talk time for inbound abandoned call legs associated with the agent which went through the UCCX ICD system
Inbound Non-ICD Total Talk TimeTotal duration of talk time for inbound call legs associated with the agent which did not go through the UCCX ICD system
Inbound Non-ICD Handled Total Talk Time Total duration of talk time for inbound handled call legs associated with the agent which did not go through the UCCX ICD system
Inbound Non-ICD Abandoned Total Talk TimeTotal duration of talk time for inbound abandoned call legs associated with the agent which did not go through the UCCX ICD system
Inbound Non-ICD IPCC Total Talk TimeTotal duration of talk time for inbound call legs associated with the agent which did not go through the UCCX ICD system and were received on a UCCX extension
Inbound Non-ICD IPCC Handled Total Talk Time Total duration of talk time for inbound handled call legs associated with the agent which did not go through the UCCX ICD system and were received on a UCCX extension
Inbound Non-ICD IPCC Abandoned Total Talk TimeTotal duration of talk time for inbound abandoned call legs associated with the agent which did not go through the UCCX ICD system and were received on a UCCX extension
Inbound Non-ICD Non-IPCC Total Talk TimeTotal duration of talk time for inbound call legs associated with the agent which did not go through the UCCX ICD system and were received on a non-UCCX extension
Inbound Non-ICD Non-IPCC Handled Total Talk Time Total duration of talk time for inbound handled call legs associated with the agent which did not go through the UCCX ICD system and were received on a non-UCCX extension
Inbound Non-ICD Non-IPCC Abandoned Total Talk TimeTotal duration of talk time for inbound abandoned call legs associated with the agent which did not go through the UCCX ICD system and were received on a non-UCCX extension
Inbound Average Talk TimeAverage duration of talk time for inbound call legs associated with the agent
Inbound Handled Average Talk TimeAverage duration of talk time for inbound handled call legs associated with the agent
Inbound Abandoned Average Talk TimeAverage duration of talk time for inbound abandoned call legs associated with the agent
Inbound ICD Average Talk TimeAverage duration of talk time for inbound call legs associated with the agent which went through the UCCX ICD system
Inbound ICD Handled Average Talk TimeAverage duration of talk time for inbound handled call legs associated with the agent which went through the UCCX ICD system
Inbound ICD Abandoned Average Talk TimeAverage duration of talk time for inbound abandoned call legs associated with the agent which went through the UCCX ICD system
Inbound Non-ICD Average Talk TimeAverage duration of talk time for inbound call legs associated with the agent which did not go through the UCCX ICD system
Inbound Non-ICD Handled Average Talk TimeAverage duration of talk time for inbound handled call legs associated with the agent which did not go through the UCCX ICD system
Inbound Non-ICD Abandoned Average Talk TimeAverage duration of talk time for inbound abandoned call legs associated with the agent which did not go through the UCCX ICD system
Inbound Non-ICD IPCC Average Talk TimeAverage duration of talk time for inbound call legs associated with the agent which did not go through the UCCX ICD system and were received on a UCCX extension
Inbound Non-ICD IPCC Handled Average Talk TimeAverage duration of talk time for inbound handled call legs associated with the agent which did not go through the UCCX ICD system and were received on a UCCX extension
Inbound Non-ICD IPCC Abandoned Average Talk TimeAverage duration of talk time for inbound abandoned call legs associated with the agent which did not go through the UCCX ICD system and were received on a UCCX extension
Inbound Non-ICD Non-IPCC Average Talk TimeAverage duration of talk time for inbound call legs associated with the agent which did not go through the UCCX ICD system and were received on a non-UCCX extension
Inbound Non-ICD Non-IPCC Handled Average Talk TimeAverage duration of talk time for inbound handled call legs associated with the agent which did not go through the UCCX ICD system and were received on a non-UCCX extension
Inbound Non-ICD Non-IPCC Abandoned Average Talk TimeAverage duration of talk time for inbound abandoned call legs associated with the agent which did not go through the UCCX ICD system and were received on a non-UCCX extension
Inbound ICD Total Ring TimeTotal duration of ring time for inbound call legs associated with the agent which went through the UCCX ICD system
Inbound ICD Handled Total Ring TimeTotal duration of ring time for inbound handled call legs associated with the agent which went through the UCCX ICD system
Inbound ICD Abandoned Total Ring TimeTotal duration of ring time for inbound abandoned call legs associated with the agent which went through the UCCX ICD system
Inbound ICD Max Ring TimeLongest duration of ring time for an inbound call leg associated with the agent which went through the UCCX ICD system
Inbound ICD Handled Max Ring TimeLongest duration of ring time for an inbound handled call leg associated with the agent which went through the UCCX ICD system
Inbound ICD Abandoned Max Ring TimeLongest duration of ring time for an inbound abandoned call leg associated with the agent which went through the UCCX ICD system
Inbound ICD Average Ring TimeAverage duration of ring time for inbound call legs associated with the agent which went through the UCCX ICD system
Inbound ICD Handled Average Ring TimeAverage duration of ring time for inbound handled call legs associated with the agent which went through the UCCX ICD system
Inbound ICD Abandoned Average Ring TimeAverage duration of ring time for inbound abandoned call legs associated with the agent which went through the UCCX ICD system
Inbound ICD Total Hold TimeTotal duration of hold time for inbound call legs associated with the agent which went through the UCCX ICD system
Inbound ICD Handled Total Hold TimeTotal duration of hold time for inbound handled call legs associated with the agent which went through the UCCX ICD system
Inbound ICD Abandoned Total Hold TimeTotal duration of hold time for inbound abandoned call legs associated with the agent which went through the UCCX ICD system
Inbound ICD Max Hold TimeLongest duration of hold time for an inbound call leg associated with the agent which went through the UCCX ICD system
Inbound ICD Handled Max Hold TimeLongest duration of hold time for an inbound handled call leg associated with the agent which went through the UCCX ICD system
Inbound ICD Abandoned Max Hold TimeLongest duration of hold time for an inbound abandoned call leg associated with the agent which went through the UCCX ICD system
Inbound ICD Average Hold TimeAverage duration of hold time for inbound call legs associated with the agent which went through the UCCX ICD system
Inbound ICD Handled Average Hold TimeAverage duration of hold time for inbound handled call legs associated with the agent which went through the UCCX ICD system
Inbound ICD Abandoned Average Hold TimeAverage duration of hold time for inbound abandoned call legs associated with the agent which went through the UCCX ICD system
Inbound ICD Total Work Time
Inbound ICD Handled Total Work Time
Inbound ICD Abandoned Total Work Time
Inbound ICD Max Work Time
Inbound ICD Handled Max Work Time
Inbound ICD Abandoned Max Work Time
Inbound ICD Average Work Time
Inbound ICD Handled Average Work Time
Inbound ICD Abandoned Average Work Time
Updated on March 7, 2019

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