UCCX 7.x reports - Agent Utilization

Question

I am trying to calculate a common metric called: Agent Utilization. There  doesn't appear a report that does just that alone...
I'm trying to compare agent talk/work times against group talk/work  times.
Calls Presented
Number of calls routed to the CSQ, whether or not an agent picked  up the call.
Does the above only count calls that do not go to voice mail?
Contact Service Queue Activity Report = 286 calls presented (Queue 1, Queue 2, Queue3)
Agent Summary Report = 273 calls presented (agents logged)
= 13 calls presented to the queue that appear to have not been presented to  the agents.
Just trying to understand where those 13 calls went.  The assumption is voicemail?  (handled call)
thanks.

Answer 1

Hi
It's good to start by looking at the HR User Guide for queries like this - it contains descriptions of all the canned reports/fields.
So the Agent Summary report description of Calls Presented:
Calls Presented
Number of calls sent to the agent, whether or not the agent picked up the call.
If a call was connected to an agent, transferred to another agent, and then transferred back to the original agent, the value for the original agent increases by two (once for each time the call was presented).
Compared to the Contact Service Queue Activity Report:
Calls Presented
Number of calls routed to the CSQ, whether or not an agent picked up the call.
So the two fields are rather different despite having the same names - the agent summary count may count a call several times if someone goes ring-no-answer for example, so the difference between the two counts could be more than 13 (e.g. 26 calls might have gone to VM, and 13 calls gone ring-no-answer or redirected back to a queue).
In terms of where the calls actually went - you would have to look at what possible exit points are in your scripts. If after the 'Select' step you have options to exit the queue or force them to VM after so many minutes, that's probably where they have gone. You'd have to see what the scripts contain.
Regards
Aaron
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