Cisco Cisco IP Contact Center Release 4.6.2 User Guide

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 Enteprise
Edition WebWiew Template Reference Guide.

Reports on current percent utilization of agents who are logged
into the system and are able to handle requests.

perskg05: Peripheral Skill Group % Utilization of Ready Agents

Reports on current full-time equivalents for agents logged on and
in Not Ready, Available, Active, Wrap Up, Reserved, Hold, and
Busy Other states.

perskg04: Rolling 5-minute Peripheral Skill Group Status

Reports on current available phone numbers, number of calls
closed, number of customers contacted, number of customers

camqryrule02: Status of all Campaigns Real Time

who requested callback, average talk time, and average wrap up
time for all Outbound Option campaigns.

Reports on current available phone numbers, number of calls
closed, number of customers contacted, number of customers

camqryrule01: Status of Each Query Rule within a Campaign
Real Time

who requested callback, average talk time, and average wrap up
time for each query in an Outbound Option campaign.

Reports on current number of customers dialed, contacted, not
answered, and abandoned for Outbound Option campaigns. Also

dialer01: Dialer Real Time

reports on the detection of busy, voice, answering machine, and
SITTones.

Reports on the status of record importing, including the start time
of the import, status of the import, number of good and bad

imprul01: Import Status Real Time

records imported, and the total number of records imported/to be
imported for Outbound Option campaigns.

Historical agent data helps you identify historical performance trends and whether script or configuration
modification is required to enhance operational effectiveness.

If you are measuring performance trends, you might be interested in these types of statistics:

•

Historical full-time equivalent information for agents, which is the number of full-time agents
required to handled the current volume of work. This information might help to identify staffing
needs.

•

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.

•

Historical 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, agents are calling each other directly, or calls
are being transferred directly to other agents without using the Dialed Number Plan. Default skill
group activity might indicate missing configuration, such as the Dialed Number Plan, or missing
scripts.