Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 10 Sample Reports
Multimedia Reporting Sample Call Scenarios
Reporting metrics update:
The following describes how other important reporting metrics change based on the scenario
progress.
progress.
Agent PG receives OfferTask message
Skill_Group_Report
Fields Affected By Call Flow
EntSkg28 / PerSkg28
The following fields will be incremented:
•
Current 5 Minutes Task Statistics:
Offered
Offered
•
Calls In Progress
•
Reserved Agents
The following fields will be decremented:
•
ICM Avail
•
Not Active
Service_Report
Fields Affected By Call Flow
EntSvc23
The following fields will be incremented:
•
Offered 5
•
Offered 30
•
Offered Today
•
Incoming 5
•
Incoming 30
•
Incoming Today
•
In Progress
•
In Now
EntSvc24
The following fields will be incremented:
•
Offered is incremented
•
In Tasks is incremented