Cisco Cisco IPCC Web Option User Guide
C H A P T E R
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
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Outbound Option (Blended Agent) reports
The Outbound Option is an application that provides outbound dialing functionality along with
the existing inbound capabilities of ICM software. With the Outbound Option, contact centers
can be configured for automated outbound activities. This option allows agents who are not
busy with inbound calls to perform outbound calls, thereby maintaining high agent
productivity.
the existing inbound capabilities of ICM software. With the Outbound Option, contact centers
can be configured for automated outbound activities. This option allows agents who are not
busy with inbound calls to perform outbound calls, thereby maintaining high agent
productivity.
All Outbound option reports are voice-only reports and can be used in a standard ACD
environment and/or an IP Contact Center environment.
environment and/or an IP Contact Center environment.
To have the Outbound Option report templates display in WebView, you must select the
Outbound Option when installing ICM.
Outbound Option when installing ICM.
lists the ICM Outbound Option report templates that WebView provides. Click on the
name of a report in the following table to see more detailed information about the data in that
report, and how the data is derived from the ICM software's database.
report, and how the data is derived from the ICM software's database.