Get Reporting Statistic Step

Use the Get Reporting Statistic step to access real-time information about agents, Contact Service Queues (CSQs), the overall Cisco Unified CCX system, and contacts.

Note	The Get Reporting Statistic step is only available with Cisco Unified CCX packages.

Get Reporting Statistic Customizer Window

You can use this step to view the current state of the Cisco Unified CCX system or to report back to a caller such information as current wait duration, position in queue, and expected wait time.

The system bases the expected wait time calculation on the number of agents in reserved, talking, and work states for this CSQ, the call’s position in the queue, and the average call duration for this CSQ. Average call duration of a CSQ is the average time agents spend in Reserved, Talking, and Work states while handling a call from this CSQ.

The following table describes the properties of the Get Reporting Statistic customizer window:

Property

Description

Report Object

Type of report:

Outbound Campaign
Overall Cisco Unified CCX
Resource Cisco Unified CCX
CSQ Cisco Unified CCX

Field

Specific statistic to retrieve from the report.

See the Cisco Unified Contact Cenre Application Administration Guide for how to run real-time reports.

See the following tables for a list of available fields for each report:

Outbound Campaign Statistics report—.
Overall Cisco Unified CCX Statistics report—.
Resource Cisco Unified CCX Statistics report—.
CSQ Cisco Unified CCX Statistics report—.

Note	One of the options for this property that appears for the Overall Cisco Unified CCX and CSQ Cisco Unified CCX report options is Work Resources.

Row identifier

Note	Value used to identify the CSQ or Resource (only applicable to CSQ Cisco Unified CCX or Resource Cisco Unified CCX reports).

Either choose the String variable that holds the value used to identify the CSQ or Resource, or click the Expression Editor (...).

Contact

Contact for which to get the statistic

Result Statistic

Script variable that will contain the resulting statistic value.

Note	The statistic value is usually returned as an integer. The State option is an exception to this rule; it returns a string.

The following table describes the available fields for the Outbound Campaign Stats report:

Row Heading

Description

Status

The current activation state of the campaign:

A “Running” status indicates an active campaign.
A “Stopped” status indicates an inactive campaign.

Preview

The total number of outbound calls currently previewed but that have not been accepted, rejected, or closed by the agents as part of this campaign.

Connected

The total number of Outbound calls currently connected to agents for this campaign.

Active

The total number of Outbound calls currently previewed by or connected to agents for this campaign. Active Calls = Previewed + Connected.

Timed-Out

The total number of outbound calls that timed out for this campaign.

A call is considered timed out when it is presented to an agent and not accepted, rejected, or closed within the allocated time.

These contacts will be dialed again. If a contact is timed out at multiple agents, this field is incremented each time the contact is timed out at each agent.

Offered

The total number of outbound calls offered for this campaign.

A call is considered offered when it is presented to an agent as part of this campaign.

A contact that is presented to an agent, skipped/rejected by that agent, and then presented to the same agent or to another agent is counted twice towards the number of calls offered. Offered = Accepted + Rejected + Closed + Timed-out.

Accepted

The total number of outbound calls accepted for this campaign.

A call is considered accepted if an agent has clicked Accept when presented the call.

A call that is presented to an agent, skipped/rejected by that agent, presented to another agent, and then accepted by that other agent is counted once towards the number of calls accepted.

Rejected

The number of outbound calls that were skipped or rejected by an agent as part of this campaign.

This means that the agent selected 'Reject', 'Skip', or 'Cancel Reservation'.

These contacts will be dialed again.

If a contact is rejected by multiple agents, this field is incremented each time the contact is rejected. The number of Rejected is also incremented each time an agent drops the preview call while it is ringing at the customer's contact.

Closed

The number of Outbound contacts that were closed by agents as part of this campaign.

This means that the agent selected 'Skip-Close' or 'Reject-close'. These contacts will not be dialed again.

Voice

The number of outbound calls that ended in successful customer contact for this campaign.

This means that an agent accepted the call (by clicking Accept) AND selected a classification of 'Voice' or 'Do Not Call' for this contact.

Answering Machine

The number of outbound calls that connected to an answering machine for this campaign.

This means that the agent accepted the call (by clicking Accept), got connected to the answering machine and selected the "Answering Machine" option from the contact Reclassfication dropdown.

Note	The agent can manually reclassify the contact as 'Answering Machine' while the customer contact is on the call or when the agent has gone into the Work state after the call.

Invalid Number

The number of outbound calls that were dialed to an invalid number for this campaign.

This means that the agent accepted the call (by clicking Accept), got connected to the customer contact, and selected the "Invalid Number" option from the contact Reclassification dropdown.

It also includes the number of outbound calls that failed at the network level.

Note	The agent can manually reclassify the contact as 'Invalid Number' while the customer contact is on the call or when the agent has gone into the Work state after the call.

Requested Callback

The number of contacts marked for callback for this campaign.

This means that the agent accepted the call (by clicking Accept), got connected to the contact, the contact requested a callback, and the agent selected the 'CallBack'option.

A call that is accepted by an agent, marked for callback, later presented to and accepted by another agent (at the callback time), and marked for callback again is counted twice towards the number of callback calls.

Avg Talk Duration

The average time in HH:MM:SS (hours, minutes, seconds) that agents spend talking on outbound calls for this campaign.

The durations consider all calls that were Agent Accepted and classified as Voice.

If a call is transferred or conferenced back to the route point, the campaign talk duration does not include the talk time of agents who handle the call after it came through the route point.

Longest Talk Duration

The longest time in HH:MM:SS (hours, minutes, seconds) that an agent has spent talking on an outbound call.

The durations consider all calls that were Agent Accepted and classified as Voice.

The following table describes the available fields for the Overall Cisco Unified CCX Stats report:

Row Heading

Description

CSQs

Number of CSQs currently configured. If a CSQ is added or removed, this statistic reflects that change.

Logged-in Resources

Number of resources currently logged in.

Talking Resources

Number of resources currently talking.

Note	This number includes resources in Talking, Work, and Reserved states.

Ready Resources

Number of resources currently ready.

Not Ready Resources

Number of CSQs currently configured. If a CSQ is added or removed, this statistic reflects that change.

Work Resources

Number of resources currently in Work.

Reserved Resources

Number of resources currently in reserved.

Total Contacts

Number of total contacts that have arrived since the statistics were last reset. This includes contacts that are waiting, contacts connected to a resource, and contacts that have disconnected.

If a resource transfers to or conferences with a route point, this value increases.

Contacts Waiting

Number of contacts waiting to be connected to a resource.

This column also displays how long the oldest contact in the queue has been waiting.

Note	A contact is shown as waiting until the call is answered by the agent. This means that, even if the phone is ringing at the agent, the contact will still show as waiting in RTR.

Oldest Contact in Queue

The length of time the oldest contact has waited in queue.

Contacts Handled

Number of contacts that have been handled by a resource.

Contacts Abandoned

Number of contacts that have arrived and disconnected before being connected to a resource.

Avg Talk Duration

Average duration (in seconds) that resources spend talking on contacts. Talk duration starts when a contact first connects to a resource and ends when the contact disconnects from the last resource to which it was connected.

Avg Wait Duration

Average wait time (in seconds). It begins when the contact enters the system and ends when the contact stops waiting. Wait duration does not include hold time. The time a contact spends on a CTI port prior to getting queued is included in this report.

Longest Talk Duration

Longest talk duration (in seconds) of a contact. Talk duration does not include hold time.

Longest Wait Duration

Longest wait (in seconds) for a contact to be connected to a resource. Wait duration does not include hold time.

Current Wait Duration

Wait duration of contact (in seconds) specified in contact field (that is, how long this contact has waited).

Preview

The total number of outbound calls currently previewed but that have not been accepted, rejected, or closed by the agents.

Connected

The total number of Outbound calls currently connected to agents.

When an agent conferences in other agents, the call is counted once towards the total number of connected calls.

Active

The total number of Outbound calls currently previewed by or connected to agents. Active Calls = Previewed + Connected.

Timed-Out

The total number of outbound calls that timed out.

A call is considered timed out when it is presented to an agent and not accepted, rejected, or closed within the allocated time.

These contacts will be dialed again. If a contact is timed out at multiple agents, this field is incremented each time the contact is timed out at each agent.

Offered

The total number of outbound calls offered.

A call is considered offered when it is presented to an agent as part of this campaign.

Accepted

The total number of outbound calls accepted.

A call is considered accepted if an agent has clicked Accept when presented the call.

A call that is presented to an agent, skipped/rejected by that agent, presented to another agent, and then accepted by that other agent is counted once towards the number of calls accepted.

Rejected

The number of outbound calls that were skipped or rejected by an agent.

This means that the agent selected 'Reject', 'Skip', or 'Cancel Reservation'.

These contacts will be dialed again.

Closed

The number of Outbound contacts that were closed by agents.

This means that the agent selected 'Skip-Close' or 'Reject-close'. These contacts will not be dialed again.

Voice

The number of outbound calls that ended in successful customer contact.

This means that an agent accepted the call (by clicking Accept) AND selected a classification of 'Voice' or 'Do Not Call' for this contact.

Answering Machine

The number of outbound calls that connected to an answering machine.

This means that the agent accepted the call (by clicking Accept), got connected to the answering machine and selected the "Answering Machine" option from the contact Reclassfication dropdown.

Note	The agent can manually reclassify the contact as 'Answering Machine' while the customer contact is on the call or when the agent has gone into the Work state after the call.

Invalid Number

The number of outbound calls that were dialed to an invalid number.

This means that the agent accepted the call (by clicking Accept), got connected to the customer contact, and selected the "Invalid Number" option from the contact Reclassification dropdown.

It also includes the number of outbound calls that failed at the network level.

Note	The agent can manually reclassify the contact as 'Invalid Number' while the customer contact is on the call or when the agent has gone into the Work state after the call.

Requested Callback

The number of contacts marked for callback.

This means that the agent accepted the call (by clicking Accept), got connected to the contact, the contact requested a callback, and the agent selected the 'CallBack'option.

Avg Talk Duration

The average time in HH:MM:SS (hours, minutes, seconds) that agents spend talking on outbound calls.

The durations consider all calls that were Agent Accepted and classified as Voice.

If an Outbound call is transferred or conferenced to a route point, this average outbound talk duration does not include the talk time of agents who handle the call after it came through the route point.

Longest Talk Duration

The longest time in HH:MM:SS (hours, minutes, seconds) that an agent has spent talking on an outbound call.

The durations consider all calls that were Agent Accepted and classified as Voice.

Table 2-142 describes the available fields for the Resource Cisco Unified CCX Stats report:

Column Name

Description

State

Current state of the resource.

Note	If you have pre-existing scripts that use Get Reporting Statistic steps—and these scripts were created with a previous version of Cisco Unified CCX software—please be aware that there is a change in step behavior in Version 4.0.

Prior to Version 4.0, if a Get Reporting Statistic step had the Report Object field set to “Resource ICD” and the Field field set to “State”, the step returned one of the following agent state names: Available, Unavailable, and In-Session.

In Version 4.0, a Get Reporting Statistic step with the same configuration returns one of the “new” agent state names: Ready, Not Ready, and Talking.

This change can impact pre-Version 4.0 scripts where subsequent steps act on the results of Get Reporting Statistics to comparing agent state strings; in this case, the script will need to be modified to reflect the revised agent state names.

Duration in Same State

Length of time (in seconds) that the resource has remained in the current state.

Contacts Presented

Number of contacts that have been connected to this resource.

Contacts Handled

Number of contacts that have been handled by this resource.

Avg Talk Duration

Average time (in seconds) that this resource spends talking to contacts.

Avg Hold Duration

Average time (in seconds) that the resource keeps contacts on hold.

Longest Talk Duration

Longest time (in seconds) that this resource has spent talking to a contact.

Longest Hold Duration

Longest time (in seconds) that this resource has placed a call on hold.

Avg Handle Duration

The average time the agent spends handling a call, which includes talk time, hold time and work time.

Avg Handle Duration = Avg Talk Duration + Avg Hold Duration + Avg Work Duration (time spent in Work state).

Outbound Offered

The total number of outbound calls offered.

A call is considered offered when it is presented to an agent.

Outbound Timed-Out

The total number of outbound calls that timed out.

A call is considered timed out when it is presented to an agent and not accepted, rejected, or closed within the allocated time.

These contacts will be dialed again. If a contact is timed out at multiple agents, this field is incremented each time the contact is timed out at each agent.

Outbound Accepted

Total number of outbound calls accepted by this resource.

A call is considered accepted if an agent has clicked Accept when presented the call.

A call that is presented to an agent, skipped/rejected by that agent, presented to another agent, and then accepted by that other agent is counted once towards the number of calls accepted. For transferred or conferenced outbound calls, the call is considered handled by the resource if it is answered by that resource

Outbound Rejected

The number of outbound calls that were skipped or rejected by this agent. This means that the agent selected Reject, Skip, or Cancel Reservation. These contacts will be dialed again.

The number of Rejected is also incremented each time an agent drops the preview call while it is ringing at the customer’s contact.

Outbound Closed

The number of Outbound contacts that were closed by agents.

This means that the agent selected 'Skip-Close' or 'Reject-close'. These contacts will not be dialed again.

Outbound Voice

The number of outbound calls that ended in successful customer contact.

This means that an agent accepted the call (by clicking Accept) AND selected a classification of 'Voice' or 'Do Not Call' for this contact.

Outbound Avg Talk Duration

The average time in HH:MM:SS (hours, minutes, seconds) that agents spend talking on outbound calls.

The durations consider all calls that were Agent Accepted and classified as Voice.

This talk duration includes talk time spent by a resource handling an outbound call that was transferred or conferenced to a route point.

Outbound Avg Hold Duration

The average time in HH:MM:SS (hours, minutes, seconds) that the Resource has spent holding the outbound calls among accepted calls.

The durations consider all calls that were Agent Accepted and classified as Voice.

Outbound Longest Talk Duration

The longest time in HH:MM:SS (hours, minutes, seconds) that an agent has spent talking on an outbound call.

The durations consider all calls that were Agent Accepted and classified as Voice.

Outbound Longest Hold Duration

The longest time in HH:MM:SS (hours, minutes, seconds) that the Resource has spent holding an outbound call among accepted calls.

The durations consider all calls that were Agent Accepted and classified as Voice

The following table describes the available fields for the CSQ Cisco Unified CCX Stats report:

Column Name

Description

Logged-In Resources Talking Resources/ Ready Resources/ Not Ready Resources/ Not Ready Resources With Reason/ Work Resources/ Reserved Resources

Number of resources who are logged in for this CSQ and who are in the talking, ready, not ready Work Resources, and Reserved Resources states. Values for these items are separated by colons. Values are displayed in the same order that the items appear in the column heading.

Note	The field Not Ready Resources With Reason returns a Map object.

Total Contacts

Number of total contacts since the statistics were last reset for this CSQ.

Contacts Waiting

Number of contacts waiting to be connected to a resource in this CSQ.

Oldest Contact in Queue

The length of time that the oldest contact in the queue has been waiting.

Contacts Handled

Number of contacts that have been handled by this CSQ.

Contacts Abandoned

Number of contacts that have been abandoned by this CSQ.

Contacts Dequeued

Number of contacts that have been dequeued from this CSQ.

Avg Talk Duration

Average time (in seconds) that agents in this CSQ spend taking to contacts.

Avg Wait Duration

Average time (in seconds) that contacts have waited to be connected to a resource in this CSQ. Wait begins when the contact is queued and ends when the contact stops waiting.

Wait duration does not include hold time. The time a contact spends on a CTI port prior to getting queued is not included in this wait time.

Longest Talk Duration

Longest time (in seconds) that agents in this CSQ spend talking to contacts.

Longest Wait Duration

Longest wait (in seconds) for a contact to be connected to a resource.

Expected Wait Time

The expected wait time of the contact specified in the contact field. That is, how long this contact will wait before it is connected to an agent.

Position in Queue

Position in queue of the contact specified in the contact field for the specified CSQ.

Current Wait Duration

Wait duration of contact (in seconds) specified in contact field (that is, how long this contact has waited).