Historical Report - Queue Report

[cairns-a]

IPCC-x 4.05

On one of our CSQ Activity Reports, we have a max queue time of 20 minutes. I am trying to track down when that occurred and which agent got the call.

Are there any reports that will help track down when this long queue time occurred and how took that call?

Thanks

Trae

[sbilgi]

Check if this document helps you in understanding more about historical reports:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_4_1/user/hr/crs411hu.pdf

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_administration_guide09186a00801d7206.html