Cisco Unified Intelligence Center V.11 - Calls Handled x Total Inbound ACD

[AndreiaBB]

Dear all,

We use to different reports:

- CSQ Agent Summary Report;

- Agent Call Summary Report.

What's the difference between the fields: Total Inbound ACD (Agent Call Summary Report)   x  Calls Handled (CSQ Agent Summary Repor). Because the total per agent is never the same.

I'll need to explain to my team.

Thank you in advance, Andreia.

[Jonathan Schulenberg]

The big difference is that the CSQ Agent Summary Report is from the perspective of one or more CSQs while the Agent Call Summary Report is from the perspective of the agent. The former only shows the CSQ(s) that you select in the filter while the later shows calls across all Skills/CSQs the agent is assigned to.

The reporting user guide defines each column:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_6_2/user/guide/uccx_b_ccx-reporting-guide-1162new/uccx_b_ccx-reporting-guide-1162new_chapter_01.html#UCCX_RF_CAA1142B_00

Agent Call Summary Report > Inbound ACD—Total: Unified CCX calls that the agent receives.
CSQ Agent Summary Report > Calls Handled: Calls that are queued for this CSQ and answered by this agent during the report period.