Cisco Cisco IPCC Web Option User Guide

Welcome to the Cisco IP Contact Center Enterprise Edition Reporting Guide. This guide provides
information to help you understand how reporting data is generated and how to interpret reporting data
in an IPCC Enterprise enviroment. This guide also helps you understand the implications of configuration
and scripting on reporting data.

This guide is written for anyone who is uses IPCC Enterprise WebView reports to monitor contact center
agent performance, operational effectiveness, and customer experience. Contact center supervisors and
managers and individuals responsible for configuring and scripting the IPCC Enterprise system will find
this guide useful.

This document contains the following sections:

•

Planning IPCC Enterprise System to Meet Reporting Needs

This section provides a high-level overview of the configuration and scripting necessary for
producing reporting data that you require from your IPCC Enterprise deployment.

•

Understanding IPCC Enterprise Reporting Architecture

This section explains how the architecture and components of the IPCC Enterprise system generate
and affect reporting data.

•

Managing Agents

This section provides useful statistics for measuring agent performance and identifying training
needs and explains how data for the agent is generated.

•

Measuring Customer Experience

This section provides useful statistics for measuring customer experience and explains how data
for customer experience is generated.