Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Cisco

Contents

xiv

WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)

Figure 9-32: caltyp04: Call Type Service Level Real Time ............................................................................................... 9-26

Figure 9-33: caltyp05: Analysis of Tasks Half Hour ......................................................................................................... 9-27

Figure 9-34: caltyp20: Call Type Real Time...................................................................................................................... 9-27

Figure 9-35: caltyp21: Call Type Half Hour....................................................................................................................... 9-28

Figure 9-36: caltyp22: Call Type Daily.............................................................................................................................. 9-29

Figure 9-37: caltyp25: Call Type Queue Status Real Time............................................................................................... 9-29

Figure 9-38: caltyp26: Call Type Tasks Offered Over Half Hour....................................................................................... 9-30

Figure 9-39: caltyp27: Call Type Queue Delay Status Real Time..................................................................................... 9-30

Figure 9-40: caltyp28: Call Type Queue Tasks Status Now Real Time............................................................................ 9-31

Figure 9-41: caltyp31: Call Type Abandon/Answer Distribution by Half Hour ................................................................ 9-31

Figure 9-42: caltyp33: Call Type Abandon/Answer Cumulative Distribution by Half Hour ............................................. 9-32

Figure 9-43: caltyp35: VRU Call Type Analysis Half Hour................................................................................................ 9-33

Figure 9-44: caltyp37: Call Type ServiceAbandons Daily................................................................................................. 9-33

Figure 9-45: camqry01: Call Counts Of Query Rule Within Campaign Real Time............................................................ 9-34

Figure 9-46: camqry02: Call Counts per Campaign Real Time......................................................................................... 9-34

Figure 9-47: camqry05: Call Summary Count Of Query Rule Within Campaign Real Time ............................................. 9-34

Figure 9-48: camqry06: Call Summary Count per Campaign Real Time .......................................................................... 9-35

Figure 9-49: camqry10: Call Counts of Query Rule Within Campaign Half Hour............................................................. 9-35

Figure 9-50: camqry11: Summary of Call Counts per Campaign Half Hour ..................................................................... 9-36

Figure 9-51: dialer01: Dialer Real Time............................................................................................................................ 9-36

Figure 9-52: dialer10: Status of each Dialer Half Hour.................................................................................................... 9-37

Figure 9-53: periph06: VRU Peripheral Capacity Report .................................................................................................. 9-38

Figure 9-54: persvc23: Peripheral Service IVR Self-Service Daily ................................................................................... 9-38

Figure 9-55: persvc24: Peripheral Service Agent Half Hour............................................................................................. 9-39

Figure 9-56: persvc25: Peripheral Service Agent Daily.................................................................................................... 9-39

Figure 9-57: perskg01: Peripheral Skill Group Status Real Time ..................................................................................... 9-40

Figure 9-58: perskg03: Peripheral Skill Group Agent State Status.................................................................................. 9-41

Figure 9-59: perskg05: Peripheral Skill Group % Utilization of Ready Agents ................................................................ 9-41

Figure 9-60: perskg08: FTE for Peripheral Skill Groups Half Hour ................................................................................... 9-42

Figure 9-61: perskg11: Outbound Option (Blended Agent) Statistics .............................................................................. 9-42

Figure 9-62: perskg14: IPCC Rolling 5-minute Peripheral Skill Group Status .................................................................. 9-43

Figure 9-63: perskg29: Peripheral Skill Group Logout Real Time..................................................................................... 9-43

Figure 9-64: perskg30: IPCC Peripheral Skill Group Status Real Time............................................................................. 9-44

Figure 9-65: perskg31: IPCC Peripheral Skill Group Task Summary Half Hour ................................................................ 9-44

Figure 9-66: perskg35: IPCC Peripheral Skill Group Consolidated Half Hour................................................................... 9-45