Cisco Cisco IP Contact Center Release 4.6.2 User Guide

Monitoring operations, configuration, and scripting involves monitoring VRU applications, Outbound
Option calls, and script efficiency. This might include the number of short calls, how many calls are
pegging the default skill groups, how many outbound campaign calls are being made, how you are utilizing
the agents, and how customers are using self-service and information gathering VRU applications. IPCC
Enterprise WebView reports provide metrics that enable you to monitor real-time operational activity
and review historical trends in contact center operations.

This section explains which reporting metrics are useful for monitoring operations, configuration, and
scripting in an IPCC Enterprise system and which report templates contain these metrics. This section
also describes how the system gathers operational information and explains how to configure and script
your system so that your reports contain appropriate and accurate data.

This section contains the following:

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WebView reports enable you to monitor real-time operational activity and review historical operational
performance trends. This information helps you identify how well your configuration and scripts are
performing and helps you determine when modifications are required to improve operational performance.