Cisco Cisco Unified Intelligent Contact Management Software 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
Agent_Skill_Group Report
Fields Affected By Call Flow
AgtSkg27
The following fields will be incremented:
•
Incoming Tasks:
– Handled
– Handled
– Hold
– Handled Time
– Handled
– Hold Time
Service Report
Fields Affected By Call Flow
EntSvc23
The following fields will be incremented:
•
Handled 5
•
Handled
•
Handled Today
•
Handled Time 5
•
Handled Time 30
•
Handled Time Today
•
Talk Time 5
•
Talk Time 30
•
Talk Time Today
•
Hold Time 5
•
Hold Time 30
•
Hold Time Today
The following fields will be decremented:
•
In Progress
•
In Now
EntSvc24
The following fields will be incremented:
•
Handled
•
Handle Time
•
Talk Time
•
Hold Time