Cisco Cisco IPCC Web Option User Guide
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Reporting Concepts
As you plan your deployment, it is necessary to understand several important concepts for Cisco
IPCC Enterprise reporting, including the role of call types, peripherals, skill groups, agent teams,
media routing domains and media classes, and the different purposes that VRUs can serve.
IPCC Enterprise reporting, including the role of call types, peripherals, skill groups, agent teams,
media routing domains and media classes, and the different purposes that VRUs can serve.
Reporting Applications
This guide uses many references to WebView, Cisco System's legacy reporting application.
The Unified Intelligence Center, introduced in Release 7.5(1), is Cisco's new reporting engine.
Unified IC is one of two components of the Cisco Unified Intelligence Suite.
Like WebView, it is a browser-based application and pulls reporting data from the AW and
HDS databases on the Unified ICM Admin Workstation.
HDS databases on the Unified ICM Admin Workstation.
Unlike WebView, it is installed with fewer than two dozen stock templates. These templates
are based on the WebView All Fields templates. Unified IC offers extensive flexibilty in that
it allows you clone these templates and, in your cloned versions, to hide or show fields, rename
fields, move fields, and change grouping and sorting.
are based on the WebView All Fields templates. Unified IC offers extensive flexibilty in that
it allows you clone these templates and, in your cloned versions, to hide or show fields, rename
fields, move fields, and change grouping and sorting.
This guide contains reporting concepts and guidance for configuring Unified ICM for reporting
that are applicable to both WebView and Unified IC.
that are applicable to both WebView and Unified IC.
About Call Types
Call types are the highest level reporting entity in the Cisco IPCC Enterprise system. Call types
are used to group calls for the purpose of call treatment and reporting. Call types determine the
manner in which a call is treated when it enters the system by selecting the routing script to run
for a call.
are used to group calls for the purpose of call treatment and reporting. Call types determine the
manner in which a call is treated when it enters the system by selecting the routing script to run
for a call.
The call type can be changed throughout the life of a call to direct the call to a new routing
script and to gather report metrics for different legs or transactions. Reporting on call type
activity provides insight into end-to-end customer interactions with the system and with agents
by providing data such as Service Level adherence, transfers, average speed of answer, calls
handled, and calls abandoned.
script and to gather report metrics for different legs or transactions. Reporting on call type
activity provides insight into end-to-end customer interactions with the system and with agents
by providing data such as Service Level adherence, transfers, average speed of answer, calls
handled, and calls abandoned.
A call type is defined as a category of incoming call or non-voice task that can be routed to an
agent by the Central Controller. Each call type has a schedule that determines which routing
script or scripts are active for that call type at any time.
agent by the Central Controller. Each call type has a schedule that determines which routing
script or scripts are active for that call type at any time.
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
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Chapter 1: Planning the IPCC Enterprise System to Meet Reporting Needs
Reporting Concepts