Reports

The call parking application provides 2 reports out of the box, Currently, these reports are only available for the UCCE in CUIC.

This report provides the details of the calls parked and unparked by the agents on the gadget. The following fields are available in this report.

Column	Description
Call ID	Unique ID of the call. This ID is the combination of CiscoRouterCallKey+CiscoRouterCallKeyDay
Caller Number	Customer Calling Number
Parked Since	Time since the call is parked in timestamp format
Parked Reason	The reason provided by the agent while parking the call
Parked By	Name of the agent who parked the call
Parked Agent Talk Time (s)	The time agent spent talking before parking the call
Parked Call Duration (s)	The total duration of the call remains in parking space
Parked Agent Wrapup Time (s)	The time agent spent in wrapup for the parked call
Parked Agent Wrapup Data	Wrapup code entered by the agent for the parked call
Un-Park Status Code	The status code for the unparked call (such as either call was un-parked or not)
Un-Parked By	Name of the agent who unparked the call and answered
Un-Park Agent Talk time (s)	The time agent spent talking on the unparked call
Un-Park Call Duration (s)	Total Unpark call duration
Un-Park Agent Wrapup Time (s)	The time agent spent in wrapup for the un-parked call
Un-Park Agent Wrapup Data	Wrapup code entered by the agent for the un-parked call

This report provides the day-wise consolidated stats of agents per skill group. The following fields are available in this report.

Column	Description
Date	Display the date selected for the data extraction
Skill Group	Name of the skill group assigned to the agent
Agent Name	Name of the Agent
Call Status	Display the status of the call as "Parked" or "Un Parked"
Total Calls	Count of calls parked and unparked by the agent
Talk Time (m)	The total talk time spent by the agent
Wrapup Time (m)	The total wrapup time spent by the agent during wrapup
Duration (m)	The total duration of the parked and unparked calls answered by the agent