Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Administrator's Guide

Cisco Desktop Product Suite—Click this hyperlink to install Cisco Desktop 
Administrator, Supervisor Desktop, or Agent Desktop. For more information, 
see Cisco Customer Response Solutions Supervisor Desktop Plug-in Tasks 
and Cisco Customer Response Solutions Agent Desktop Plug-in Tasks.

Cisco CRS Historical Reports—Click this hyperlink to install client-side 
historical reporting. For more information, see 
Cisco Customer Response Solutions Historical Reports User Guide.

If you will use Cisco Historical Reporting, the Cisco CRS Historical 
Reports client system must be same version as the CRS system.

The Real-time Reporting tool is a Java applet that you can use to generate a variety 
of reports that provide detailed information about the status of your CRS system. 
You use the Application Reporting web page to access the Real-time Reporting 
tool.

To access the Application Reporting web page, select Tools > Real Time 
Reporting from the CRS Administration menu bar. 

For complete information about using the Application Reporting component, see 

Many call centers use wallboards to display their real-time reporting status. 
Wallboards can display data such as available agents in CSQs, call volumes, talk 
times, wait times, and number of handled calls. You can enable the CRS system 
to write Unified CCX real-time information to a database that can then be 
displayed on a wallboard.