Cisco Cisco IPCC Web Option 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.
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.
reporting data.
•
This section provides statistics for measuring agent performance and identifying training
needs and explains how data for the agent is generated.
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.
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.
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 Fail-over.
system Fail-over.
•
This section describes sample calls in the system and the report data generated for agent,
skill group, and call type reports.
skill group, and call type reports.
•
This section describes how to correct common reporting data issues.
Related Documentation
Refer to the following documentation for additional information:
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
2
Preface
Organization