Cisco Cisco IP Contact Center Release 4.6.2 User Guide

Agent Desk Settings. Values of report fields pertaining to
short calls are set to zero.

Agents might be configured to handle multiple non-voice
tasks, such as multi-session chat, at the same time. If an agent

Agents can handle one voice task at a time.
Agents can handle a voice task and an e-mail
task simultaneously.

Multiple
tasks

is engaged in several non-voice tasks, the reports contain data
for each of the tasks.

e-mail is an interruptible MRD and agents
handling e-mail tasks can be interrupted with These tasks might be from multiple skill groups. For instance,

because e-mail is an interruptible MRD, an agent can be

a voice call. Reports show the agent as
Active for both the e-mail and voice task.

working on an e-mail tasks while also working on a task or
call in any other medium.

Also, an agent might be working on three multi-session chat
sessions, each from a different skill group. Note that task
duration fields are also affected in reporting. For instance,
the half-hour duration fields might have a value greater than
30 minutes for non-voice tasks.

The Service Level for non-voice tasks is always set to "ignore
abandoned calls". The Service Level setting affects the Service
Level data in reports for non-voice tasks.

You determine which Service Level type
you want to use for voice tasks and this
setting affects the reporting data.

Service
Level

Reporting Tools for Multichannel Applications

You can use the WebView report templates provided by ICM/IPCC software to report on
multichannel skill groups, agents and tasks. However, the IPCC Enterprise WebView reports
do not contain details regarding the Collaboration Server or E-Mail Manager-specific events
that transpire during a Collaboration Server or E-Mail Manager task. For example, these
WebView reports show that an agent handled a chat task, but do not provide the text of a sent
chat message. Also, the reports show than an agent is currently Active on an e-mail task, but
do not show the number of e-mails received by an agent. The multichannel applications have
separate reporting tools, available through the applications, that provide application-specific
details about the sessions.

Entities that Capture Reporting Data

For each task flow, a single task, such as a voice call or Web collaboration chat session, passes
through several reporting entities. Reporting entities are objects configured in ICM/IPCC
software, including Call Types, Services, Skill Groups, and Agents. These entities capture
particular information about the task. IPCC Enterprise reporting entities are described in the
following table.

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)