Cisco Cisco IPCC Web Option User Guide
Preface
Purpose
Welcome to the Reporting Guide for Cisco IPCC Enterprise & Hosted. This guide provides
information to help you understand how reporting data is generated and how to interpret reporting
data in a Cisco IPCC Enterprise environment. This guide also helps you understand the
implications of configuration and scripting on reporting data.
information to help you understand how reporting data is generated and how to interpret reporting
data in a Cisco IPCC Enterprise environment. This guide also helps you understand the
implications of configuration and scripting on reporting data.
Audience
This guide is written for anyone who uses WebView or Cisco Unified Intelligence Suite (Unified
IS) to generate reports in an IPCC environment to monitor contact center agent performance,
operational effectiveness, and customer experience. Contact center supervisors and managers
and individuals responsible for configuring and scripting will find this guide useful.
IS) to generate reports in an IPCC environment to monitor contact center agent performance,
operational effectiveness, and customer experience. Contact center supervisors and managers
and individuals responsible for configuring and scripting will find this guide useful.
This guide also applies to reporting in an Unified ICM Enterprise environment with an Agent
Routing Interface (ARI) deployment. In an ARI deployment, an ARS PG interfaces with an
ACD/PBX.
Routing Interface (ARI) deployment. In an ARI deployment, an ARS PG interfaces with an
ACD/PBX.
To generate reports for the ARS PG and for the agents, skill groups, and other entities associated
with it, select the IPCC report templates in WebView.
with it, select the IPCC report templates in WebView.
This guide does not include reporting in an IPCC Gateway environment, in which an IPCC
Enterprise system is connected as a child IP ACD to a parent ICM Enterprise. To understand
reporting implications for this type of deployment, refer to the Cisco IPCC Gateway Deployment
Guide.
Enterprise system is connected as a child IP ACD to a parent ICM Enterprise. To understand
reporting implications for this type of deployment, refer to the Cisco IPCC Gateway Deployment
Guide.
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
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