The CSQ Statistic options are available for CSQ based UCCX analytical reports. These options are accessed by navigating to the CSQ statistics section when creating or editing CSQ statistics content in a UCCX CSQ report.
| Statistic Name | Description |
| Abandoned Average Connect Time | The average duration for the abandoned calls. It represents queue time and the time prior to a call being queued. Connection time spans the total length of the call. It is possible for a call that doesn’t connect its destination to have connection time (ring time). |
| Abandoned Average Hold Time | The average hold time for the abandoned calls. Hold time is only applied to calls answered by an agent. Under normal circumstances this value will be 00:00:00. |
| Abandoned Average Queue Time | The average queue time for the abandoned calls. This identifies how long a caller waited in the queue before abandoning the call (hanging up). |
| Abandoned Average Ring Time | The average ring time for the abandoned calls. Not all abandoned calls will have ring time. Ring time is only applied to a call if it is presented to an agent. For an abandoned call to have ring time it would have been presented to an agent and not answered. The call can be abandoned while ringing at the agent’s extension, or if the agent didn’t answer, while it remained in the queue. |
| Abandoned Average Talk Time | The average talk time for the abandoned calls. Talk time is only applied to calls answered by an agent. Under normal circumstances this value will be 00:00:00. |
| Abandoned Average Work Time | The average work time for the abandoned calls. Work time is only applied to calls answered by an agent. Under normal circumstances this value will be 00:00:00. |
| Abandoned Count | The number of calls abandoned while queued. |
| Abandoned Max Connect Time | The max connect time for the calls abandoned while queued. Connection time spans the total length of the call. It is possible for a call that doesn’t connect its destination to have connection time (ring time). |
| Abandoned Max Hold Time | The max hold time for the abandoned calls. Hold time is only applied to calls answered by an agent. Under normal circumstances this value will be 00:00:00. |
| Abandoned Max Queue Time | The max queue time among all of the abandoned calls for the CSQ. |
| Abandoned Max Ring Time | The max ring time for an abandoned call ringing at an agent’s extension. Not all abandoned calls will have ring time. Ring time is only applied to a call if it is presented to an agent. For an abandoned call to have ring time it would have been presented to an agent and not answered. The call can be abandoned while ringing at the agent’s extension, or if the agent didn’t answer, while it remained in the queue. |
| Abandoned Max Talk Time | The max talk time for the abandoned calls. Talk time is only applied to calls answered by an agent. Under normal circumstances this value will be 00:00:00. |
| Abandoned Max Work Time | The max work time for the abandoned calls. Work time is only applied to calls answered by an agent. Under normal circumstances this value will be 00:00:00. |
| Abandoned Met Service Level Count | The number of calls that were abandoned before they reached the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Abandoned Met Service Level Percent | The percentage of calls that were abandoned before they reached the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Abandoned Missed Service Level Count | The number of calls that were abandoned after they reached the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Abandoned Missed Service Level Percent | The percentage of calls that were abandoned after they reached the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Abandoned Percent | The percentage of the total calls for the CSQ that were abandoned while in the queue. |
| Abandoned Total Connect Time | The total duration for the abandoned calls. Connection time spans the total length of the call. It is possible for a call that doesn’t connect its destination to have connection time (ring time). |
| Abandoned Total Hold Time | The total hold time for the abandoned calls. Hold time is only applied to calls answered by an agent. Under normal circumstances this value will be 00:00:00. |
| Abandoned Total Queue Time | The total queue time for the abandoned calls. This identifies how long callers waited in the queue before abandoning the call (hanging up). |
| Abandoned Total Talk Time | The total talk time for the abandoned calls. Talk time is only applied to calls answered by an agent. Under normal circumstances this value will be 00:00:00. |
| Abandoned Total Work Time | The total work time for the abandoned calls. Work time is only applied to calls answered by an agent. Under normal circumstances this value will be 00:00:00. |
| Aborted Count | The number of aborted calls while in the queue. Per Cisco: A call is aborted if an exception occurs in the workflow that is processing a call, for example, UndefinedPromptException or ApplicationMaxSessionsException. In such cases, Unified CCX sets up media and plays the error message to the caller. |
| Aborted Percent | The percentage of calls that were aborted while in the queue. Per Cisco: A call is aborted if an exception occurs in the workflow that is processing a call, for example, UndefinedPromptException or ApplicationMaxSessionsException. In such cases, Unified CCX sets up media and plays the error message to the caller. |
| Average Connect Time | The average connection time for all calls (handled and abandoned). Connection time spans the total length of the call. It is possible for a call that doesn’t connect its destination to have connection time (ring time). |
| Average Handle Time | The average handle time for all calls (handled and abandoned). Abandoned calls will have zero handle time so this value will be lower than the Handled Average Handle Time. |
| Average Hold Time | The average hold time for all calls (handled and abandoned). Abandoned calls will have zero hold time so this value will be lower than the Handled Average Hold Time. |
| Average Queue Time | The average queue time for all calls (handled and abandoned). |
| Average Ring Time | The average ring time for all calls (handled and abandoned). An abandoned call will have ring time only if it has been presented to an agent. |
| Average Talk Time | The average talk time for all calls (handled and abandoned). Abandoned calls will have zero talk time so this value will be lower than the Handled Average Talk Time. |
| Average Work Time | The average work time for all calls (handled and abandoned). Abandoned calls will have zero work time so this value will be lower than the Handled Average Work Time. |
| Dequeued Count | The number of calls dequeued from the CSQ. Per Cisco, a call is dequeued from a particular CSQ for the following reasons: * The call is dequeued by a Dequeue step in a workflow. * The call is marked as handled by a workflow. * The call is queued for more than one CSQ and is handled by an agent in another CSQ. |
| Dequeued Percent | The percentage of calls dequeued from the CSQ. Per Cisco, a call is dequeued from a particular CSQ for the following reasons: * The call is dequeued by a Dequeue step in a workflow. * The call is marked as handled by a workflow. * The call is queued for more than one CSQ and is handled by an agent in another CSQ. |
| Handled Average Connect Time | The average connect time for all of the handled calls. Connection time spans the total length of the call. It is possible for a call that doesn’t connect its destination to have connection time (ring time). |
| Handled Average Hold Time | The average hold time for all of the handled calls. Hold time refers to the time a caller is placed on hold by the agent, not the time waiting in the queue. |
| Handled Average Queue Time | The average queue time for all of the handled calls. |
| Handled Average Ring Time | The average ring time for all handled calls. |
| Handled Average Talk Time | The average talk time for all handled calls. Talk time does not include hold time. |
| Handled Average Work Time | The average work time for all handled calls. |
| Handled by Another CSQ Count | The number of calls presented to the CSQ that were handled (answered) by another CSQ. If the script has the call dequeued before being sent to the other queue the call will likely be included in towards the dequeued count. |
| Handled by Another CSQ Percent | The percentage of calls presented to the CSQ that were handled (answered) by another CSQ. If the script has the call dequeued before being sent to the other queue the call will likely be included in towards the dequeued percentage. |
| Handled by Script Count | The number of calls presented to the CSQ that were not handled by an agent but we completed (handled) by the UCCX script. |
| Handled by Script Percent | The percentage of calls presented to the CSQ that were not handled by an agent but we completed (handled) by the UCCX script. |
| Handled Count | The number of calls presented to the CSQ that were handled. |
| Handled Max Connect Time | The largest connect time value for the handled calls across the selected date/time range. Connection time spans the total length of the call. It is possible for a call that doesn’t connect its destination to have connection time (ring time). |
| Handled Max Hold Time | The largest hold time value for the handled calls across the selected date/time range. Hold time occurs when an agent puts a caller on hold. |
| Handled Max Queue Time | The largest queue time value for the handled calls across the selected date/time range. |
| Handled Max Ring Time | The largest ring time value for the handled calls across the selected date/time range. |
| Handled Max Talk Time | The largest talk time value for the handled calls across the selected date/time range. Talk time is time spent by an agent on the call. It does not include work or hold time. |
| Handled Max Work Time | The largest work time value for the handled calls across the selected date/time range. Work time is also known as wrap-up time. It occurs at the end of a call. |
| Handled Met Service Level Count | The number of calls that met the service level. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Handled Met Service Level Percent | The percentage of calls that met the service level. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Handled Missed Service Level Count | The number of calls that missed the service level. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Handled Missed Service Level Percent | The percentage of calls that missed the service level. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Handled Percent | The percentage of calls handled by the CSQ. |
| Handled Total Connect Time | The total connect time for all of the calls handled by the CSQ. Connection time spans the total length of the call. It is possible for a call that doesn’t connect its destination to have connection time (ring time). |
| Handled Total Hold Time | The total hold time for all of the calls handled by the CSQ. |
| Handled Total Queue Time | The total queue time for all of the calls handled by the CSQ. |
| Handled Total Ring Time | The total ring time for all of the calls handled by the CSQ. |
| Handled Total Talk Time | The total talk time for all of the calls handled by the CSQ. |
| Handled Total Work Time | The total work time for all of the calls handled by the CSQ. |
| Max Connect Time | The max connect time value for the CSQ. Connection time spans the total length of the call. It is possible for a call that doesn’t connect its destination to have connection time (ring time). |
| Max Handle Time | The max handle time value for the CSQ. Handle time is talk+hold+work time. |
| Max Hold Time | The max hold time value for the CSQ. |
| Max Queue Time | The max queue time value for the CSQ. |
| Max Ring Time | The max ring time value for the CSQ. |
| Max Talk Time | The max talk time value for the CSQ. |
| Max Work Time | The max work time value for the CSQ. |
| Met Service Level Average Connect Time | The average connect time for all calls that met the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. Connection time spans the total length of the call. It is possible for a call that doesn’t connect its destination to have connection time (ring time). |
| Met Service Level Average Hold Time | The average hold time for all calls that met the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Met Service Level Average Queue Time | The average queue time for all calls that met the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Met Service Level Average Ring Time | The average ring time for all calls that met the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Met Service Level Average Talk Time | The average talk time for all calls that met the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Met Service Level Average Work Time | The average work time for all calls that met the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Met Service Level Count | The number of calls that met the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Met Service Level Max Connect Time | The max connect time for all calls that met the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. Connection time spans the total length of the call. It is possible for a call that doesn’t connect its destination to have connection time (ring time). |
| Met Service Level Max Hold Time | The max hold time for all calls that met the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Met Service Level Max Queue Time | The max queue time for all calls that met the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Met Service Level Max Ring Time | The max ring time for all calls that met the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Met Service Level Max Talk Time | The max talk time for all calls that met the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Met Service Level Max Work Time | The max work time for all calls that met the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Met Service Level Percent | The percentage of calls that met the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Met Service Level Total Connect Time | The total connect time for all calls that met the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. Connection time spans the total length of the call. It is possible for a call that doesn’t connect its destination to have connection time (ring time). |
| Met Service Level Total Hold Time | The total hold time for all calls that met the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Met Service Level Total Queue Time | The total queue time for all calls that met the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Met Service Level Total Ring Time | The total ring time for all calls that met the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Met Service Level Total Talk Time | The total talk time for all calls that met the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Met Service Level Total Work Time | The total work time for all calls that met the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Missed Service Level Average Connect Time | The average connect time for all calls that missed the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. Connection time spans the total length of the call. It is possible for a call that doesn’t connect its destination to have connection time (ring time). |
| Missed Service Level Average Hold Time | The average hold time for all calls that missed the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Missed Service Level Average Queue Time | The average queue time for all calls that missed the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Missed Service Level Average Ring Time | The average ring time for all calls that missed the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Missed Service Level Average Talk Time | The average talk time for all calls that missed the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Missed Service Level Average Work Time | The average work time for all calls that missed the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Missed Service Level Count | The total number of calls that missed the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Missed Service Level Max Connect Time | The max connect time for an agent across all calls that missed the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. Connection time spans the total length of the call. It is possible for a call that doesn’t connect its destination to have connection time (ring time). |
| Missed Service Level Max Hold Time | The max hold time for all calls that missed the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Missed Service Level Max Queue Time | The max queue time for all calls that missed the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Missed Service Level Max Ring | The max ring time for all calls that missed the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Missed Service Level Max Talk | The max talk time for all calls that missed the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Missed Service Level Max Work | The max work time for all calls that missed the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Missed Service Level Percent | The percentage of calls that missed the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Missed Service Level Total Connect Time | The total connect time for all calls that missed the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. Connection time spans the total length of the call. It is possible for a call that doesn’t connect its destination to have connection time (ring time). |
| Missed Service Level Total Hold Time | The total hold time for all calls that missed the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Missed Service Level Total Queue Time | The total queue time for all calls that missed the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Missed Service Level Total Ring Time | The total ring time for all calls that missed the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Missed Service Level Total Talk Time | The total talk time for all calls that missed the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| Missed Service Level Total Work Time | The total work time for all calls that missed the service level queue time. The service level can be configured for each CSQ and is the targeted maximum number of seconds a call is queued before it is connected to an agent. |
| RNA Count | The total number of calls presented to an agent and not answered, but were later answered and marked as handled. |
| RNA Percent | The percentage of calls presented to an agent and not answered, but were later answered and marked as handled. |
| Total Connect Time | The total combined connection time for all calls presented to the CSQ. Connection time spans the total length of the call. It is possible for a call that doesn’t connect its destination to have connection time (ring time). |
| Total Count | The total number of calls presented to the CSQ. |
| Total Handle Time | The combined total handle time for all calls presented to the CSQ. Handle time is talk + hold + work time. |
| Total Hold Time | The combined total hold time for all calls presented to the CSQ. |
| Total Queue Time | The combined total queue time for all calls presented to the CSQ. |
| Total Ring Time | The combined total ring time for all calls presented to the CSQ. |
| Total Talk Time | The combined total talk time for all calls presented to the CSQ. |
| Total Work Time | The combined total work time for all calls presented to the CSQ. |
| Unknown Disposition Count | The total number of calls tagged with the “Unknown” disposition. |
| Unknown Disposition Percent | The total percent of calls tagged with the “Unknown” disposition. |
