Cisco Unified Contact Center Express Reporting User Guide, Release 15.0 - FAQs

Publisher

Cisco Systems

URL

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/user/guide/uccx_b_1501_reporting_user_guide/uccx_m_125faqs.html

Published

2025-04-30

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

Cisco copyright; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• The Unified CCX Agent Summary Report counts ACD calls only, while the Agent Detail Report also shows IVR calls, which explains zero talk time in one and a value in the other. in context
• In the Unified CCX Contact Service Queue Activity Report, calls presented equals calls handled plus abandoned plus dequeued plus handled by others, not just handled plus abandoned. in context
• Unified CCX writes call records (CCDR, CRDR, CQDR) to the database only after the call completes, agent state records after state changes, and ACDRs when the agent leaves Work state. in context

Cite this source record

APA

WarmTransfer. (2025, April 30). Cisco Unified Contact Center Express Reporting User Guide, Release 15.0 - FAQs. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-uccx-1501-reporting-faqs

BibTeX

@misc{warmtransfer-cisco-uccx-1501-reporting-faqs,
  title  = {Cisco Unified Contact Center Express Reporting User Guide, Release 15.0 - FAQs},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-uccx-1501-reporting-faqs},
  note   = {Cisco Systems, accessed 2026-10-02}
}