Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

Planning the IPCC Enterprise System to Meet
Reporting Needs

The manner in which you configure and script your Cisco IPCC Enterprise system greatly affects
the accuracy and usefulness of your reporting metrics. This section discusses guidelines for
configuring and scripting features and components to ensure that your reports display correct
and relevant metrics for your contact center implementation.

Consider the guidelines in this section while planning your system configuration and scripts. If
your system is already installed, review the guidelines to correct any configuration and scripting
problems that might affect your reporting data.

If you are using a Cisco IPCC Enterprise deployment other than System IPCC Enterprise, refer
to the IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition  for
instructions on configuring the system to meet these guidelines. If you are using a System IPCC
Enterprise deployment, refer to Cisco IPCC Enterprise Edition System IPCC Installation and
Configuration Guide.

For instructions on creating scripts to meet these guidelines, refer to the ICM Scripting and
Media Routing Guide for Cisco ICM/IPCC Enterprise & Hosted Editions .

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