Cisco Cisco IP Contact Center Release 4.6.1 User Guide

This category is useful to Contact Center
Administrators responsible for IPCC Enterprise
configuration.

Agent > By
Peripheral

You want to view the number of short calls to
determine whether the short calls configuration
is correct.

This category is useful to Contact Center
Administrators who are responsible for the IPCC
Enterprise configuration and scripts.

Skill Group >
Peripheral Skill
Group

You want to view current activity for the
default skill group to monitor when the default
system behavior is used or monitor trends in
default skill group usage to modify scripts or
configuration.

This category is useful to Contact Center
Administrators or Supervisors who manage

Outbound Option

You want to view current activity Outbound
Option dialing campaigns or review trends in
the performance of these campaigns.

outbound dialing campaigns. It is also useful for
Administrators responsible for the Outbound
Option Dialer, query rules, and record import
configuration.

This category is useful to Contact Center
Administrators or Supervisors who monitor

Service > Peripheral
Service

You want to view current queue activity or
review trends in queue performance.

queuing success and abandons. This information
is useful to identify training or staffing needs and
necessary script or configuration modifications.

This category is useful to Contact Center
Administrators responsible for VRU performance,
configuration, and scripting.

Peripheral

You want to view historical VRU peripheral
usage to identify whether the call volume is
below or exceeding VRU capacity.

These categories are useful to Contact Center
Administrators responsible for configuring and
maintaining VRU Self-Service applications.

Call Type and
Service > Peripheral
Service

You want to view trends in VRU Self-Service
application usage to identify whether these
applications are successfully meeting caller's
needs or require modification.

What Data Do You Want to See?

The reports you use depend on whether you are monitoring real-time operational status or
historical performance.

Real-time agent data helps you identify immediate issues with configuration and scripts.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)