Cisco Cisco IPCC Web Option User Guide

Useful Operational, Configuration, and Scripting Statistics and Report Templates

WebView reports enable you to monitor real-time operational activity and review historical
operational performance trends. This information helps you identify how well your configuration
and scripts are performing and helps you determine when modifications are required to improve
operational performance.

These factors determine the reports that you use to monitor operations, configuration, and
scripting:

•

Whether you need to view current activity or past performance data

•

Whether you want to monitor agent utilization, default skill group, Outbound Option calls,
queue, VRU capacity, or VRU Self-Service application information

How Do You Want to Report on Operations, Configuration, and Scripting?

The reporting templates that you use to monitor operational performance depend on several
factors, including your role in the contact center and the type of data that you want to see.

First, determine whether you want to view real-time operational data or past performance trends.
For real-time activity, such as current Outbound Option campaign details and agent utilization
information, use the real-time templates. Real-time templates are designated by the words "Real
Time" or "Rolling 5 Minute" in their titles. "Real Time" indicates that the data is current within
the last 15 seconds. "Rolling 5 Minute" indicates that the data is for the past five minutes, up
to the time at which the report is run. This data is updated every three seconds.

For past performance trends, such as the number of tasks abandoned in queue, how many calls
were successfully handled by the VRU Self-Service application and how many Outbound
campaign calls were answered by customers, use the historical templates. Historical templates
are designated by the words "Half Hour", "Summary" or "Daily" in their titles.

Once you have determined whether you want to view real-time or historical templates, you
decide which area of operations you want to monitor: staffing requirements, default skill group
usage, Outbound Option campaigns, queue information, VRU capacity, or Self-Service
application effectiveness. The following table describes the WebView options for monitoring
these operations.

This category is useful to Contact Center
Administrators with global responsibility for
staffing and operational monitoring.

Skill Group >
Peripheral Skill
Group

You want to view current Full-time Equivalents
(FTE) and percent utilization of agents to
monitor real-time operations or measure trends
in FTE and percent utilization for planning
purposes.

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