Cisco Cisco IP Contact Center Release 4.6.2 User Guide

Organization

This document contains the following sections:

•

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

•

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

•

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

•

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

•

This section provides statistics for monitoring operational, configuration, and scripting
accuracy and efficiency and explains how operational data is generated.

•

This section explains what happens to reporting data when components in the IPCC Enterprise
system failover.

•

This section describes sample calls in the system and the report data generated for agent,
skill group, and call type reports.

•

This section describes how to correct common reporting data issues.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)