Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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 failover.
system failover.
•
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:
•
IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition
•
Cisco IPCC Gateway Deployment Guide
•
IPCC Administration Guide for Cisco IPCC Enterprise Edition
•
ICM Scripting and Media Routing Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)
Preface 2
Preface
Related Documentation