Cisco Cisco E-Mail Manager Unity Integration Option User Guide
•
Number of short calls, which identifies whether short calls are configured and behaving
appropriately. For example, if you notice that a large number of calls are abandoning within
the short call timer, you might have the timer set too low.
appropriately. For example, if you notice that a large number of calls are abandoning within
the short call timer, you might have the timer set too low.
•
Current default skill group activity, which indicates that a call came in directly to an agent's
extension, an outgoing call was placed by an agent, or agents are calling each other directly.
Default skill group activity might indicate improper scripting to track these calls against the
right skill group.
extension, an outgoing call was placed by an agent, or agents are calling each other directly.
Default skill group activity might indicate improper scripting to track these calls against the
right skill group.
•
Current Outbound Option campaign activity, including the status of campaigns, the dialer,
and record import.
and record import.
The following table describes suggested IPCC Enterprise report templates that provide real-time
operational statistics. For details of all IPCC Enterprise report templates, refer to the Cisco IP
Contact Center Enterprise Edition WebView Template Reference Guide.
operational statistics. For details of all IPCC Enterprise report templates, refer to the Cisco IP
Contact Center Enterprise Edition WebView Template Reference Guide.
Table 34: Report Templates for Real-time Monitoring
Statistics Provided
Template
Reports on the Outbound Option call
status, the current state of the agents
status, the current state of the agents
agtskg06: Outbound Option Status
(talking, active, work ready, work not
ready, hold, paused), the campaign
name, the telephone and account
number of the customer contacted.
ready, hold, paused), the campaign
name, the telephone and account
number of the customer contacted.
Reports on current percent utilization
of agents who are logged into the
system and are able to handle requests.
of agents who are logged into the
system and are able to handle requests.
perskg05: Peripheral Skill Group % Utilization of Ready Agents
Reports on the Outbound Option status
of the selected peripheral skill group,
of the selected peripheral skill group,
perskg11: Outbound Option Statistics
the number of agents on
predictive/progressive tasks, preview
tasks, reserved tasks.
predictive/progressive tasks, preview
tasks, reserved tasks.
Reports on current full-time equivalents
for agents logged on and in Not Ready,
for agents logged on and in Not Ready,
perskg14: IPCC Rolling 5-minute Peripheral Skill Group Status
Available, Active, Wrap Up, Reserved,
Hold, and Busy Other states.
Hold, and Busy Other states.
Reports on current available phone
numbers, number of calls closed,
numbers, number of calls closed,
camqry01: Status of Each Query Rule within a Campaign Real Time
number of customers contacted, number
of customers who requested callback,
average talk time, and average wrap up
time for each query in an Outbound
Option campaign.
of customers who requested callback,
average talk time, and average wrap up
time for each query in an Outbound
Option campaign.
Reports on current available phone
numbers, number of calls closed,
numbers, number of calls closed,
camqry02: Status of all Campaigns Real Time
number of customers contacted, number
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
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Chapter 5: Monitoring Operations, Configuration, and Scripting
Useful Operational, Configuration, and Scripting Statistics and Report Templates