Cisco Cisco Unified Contact Center Enterprise 10.0(1) User Guide

Real-time Data.....................................................................................................................................33
Historical Data.....................................................................................................................................35

Real-time and Historical Record Comparison......................................................................................35
Call Type and Skill Group Record Comparison....................................................................................36
Half-hour Boundary Issues for Reporting Data....................................................................................37

Media Routing Domains......................................................................................................................37
Media Classes.....................................................................................................................................38
Agent Availability and Route Ability.....................................................................................................38
Multichannel Reporting Data...............................................................................................................41
Reporting Tools for Multichannel Applications.....................................................................................42

How Do You Want to Report on Agent Performance?..........................................................................46
What Data Do You Want to See?.........................................................................................................47

Agent States........................................................................................................................................50
Agent States and Skill Groups.............................................................................................................52
Agent State Hierarchy for Multi-session Chat Media Routing Domain................................................52
Agent State and Task State Relationship.............................................................................................53
Agent Not Ready Reason Codes.........................................................................................................54
Agent Logout Reason Codes...............................................................................................................56

Configuration and Scripting Considerations for Agent Reporting........................................................57
Configuration and Scripting Considerations for Not Ready Reason Code Reporting..........................57
Configuration and Scripting Considerations for Logout Reason Code Reporting................................58

Types of Tasks.....................................................................................................................................58
Task Times...........................................................................................................................................61
Outbound Option Dialing Campaign Calls...........................................................................................62
Redirection on No Answer Calls with IP IVR.......................................................................................63
Redirection on No Answer Calls with CVP..........................................................................................64

Configuration and Scripting Considerations for Transfers and Conferences........................................64
Configuration and Scripting Considerations for Redirection on No Answer with IP-IVR......................65
Configuration and Scripting Considerations for Redirection on No Answer with CVP.........................65

Transfers and Conferences Using Dialed Numbers.............................................................................66
How Database Fields Are Affected by Transfers and Conferences......................................................67
How Types of Calls are Affected by Transfer and Conference.............................................................68
How Skill Groups are Affected by Transfer and Conference................................................................68

Supervisor and Emergency Assist for Existing Call ............................................................................72
Supervisor and Emergency Assist for No Call.....................................................................................72
Barge-In...............................................................................................................................................73
Intercept...............................................................................................................................................73

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