Reports
The call parking application provides 2 reports out of the box, Currently, these reports are only available for the UCCE in CUIC.
Detailed Report
Agent Consolidated Report Day -Wise
Detailed Report
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 Details
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 |
Filter
Date Time
![](../../__attachments/94863444/image2021-9-22_14-19-29.png?inst-v=56d73ba8-2e11-4dce-af58-c39ec88a3b24)
Agent Consolidated Report - Day Wise
This report provides the day-wise consolidated stats of agents per skill group. The following fields are available in this report.
Column Details
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 |
Filter(s)
DateTime
Skill Group
Agent
![](../../__attachments/94863444/image2021-9-22_14-55-20.png?inst-v=56d73ba8-2e11-4dce-af58-c39ec88a3b24)