Cisco Cisco IPCC Web Option User Guide
Monitoring Operations, Configuration, and Scripting
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.
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 the reporting metrics useful for monitoring operations, configuration, and
scripting in an IPCC Enterprise system. It also lists the report templates that 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.
scripting in an IPCC Enterprise system. It also lists the report templates that 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 topics:
•
•
•
•
•
•
•
•
•
•
•
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)
105
Chapter 5