Cisco Cisco IP Contact Center Release 4.6.2 User Guide

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Historial performance of Outbound Option campaigns, including trends in number of calls made
and average talk time.

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Historical performance of Outbound Option dialer activity, including number of calls dialed,
answered, and abandoned, and whether voice, answering machine, or SITTones were detected for
the calls.

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Historical performance of Outbound Option import activity, including the number of good and bad
record imports.

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Number of calls that are being successfully handled by VRU Self-Service applications and the
number that are transferred to agents.

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Whether the VRU activity is below or over capacity.

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Queue trends, such as number of calls that abandon while in queue and the average abandon wait
time.

The following table describes suggested IPCC Enterprise report templates that provide historical 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 full-time equivalents for agents logged on and in Not
Ready, Available, Active, Wrap Up, Reserved, Hold, and Busy
Other states for half-hour intervals.

perskg08: FTE for Peripheral Skill Group Half Hour

In addition to other call type data, reports on the number of short
calls for half-hour intervals.

caltyp21: Call Type Half Hour

In addition to other agent data, reports on the number of short
calls for half-hour intervals.

agtper27: Agent Peripheral Historical All Fields

Reports on number of calls closed, number of customers
contacted, average talk time, and average wrap up time for each

camqryrule10: Status of Each Query Rule within a Campaign
Half Hour

query in a campaign for half-hour intervals for Outbound Option
campaigns.

Reports on number of calls closed, number of customers
contacted, average talk time, and average wrap up time for all

camqryrule11: Status of All Campaigns Half Hour

Outbound campaigns for half-hour intervals for Outbound Option
campaigns.

Reports on current number of customers dialed, not answered,
and abandoned for half-hour intervals for Outbound Option

dialer10: Status of Each Dialer Half Hour

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