Cisco Cisco IP Contact Center Release 4.6.1 User Guide

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

The Outbound Option is an application that provides outbound dialing functionality along 
with the existing inbound capabilities of ICM software. With the Outbound Option, contact 
centers can be configured for automated outbound activities. This option allows agents who 
are not busy with inbound calls to perform outbound calls, thereby maintaining high agent 
productivity. 

All Outbound option reports are voice-only reports and can be used in an ICM environment 
and/or an IP Contact Center environment.

To have the Outbound Option report templates display in WebView, you must select the 
Outbound Option when installing ICM.

The following table lists the ICM Outbound Option report templates that WebView provides. 
Click on the name of a  report in the following table to see more detailed information about 
the data in that report, and how the data is derived from the ICM software's database.

Outbound Option 
(IPCC and/or ICM)

real-time table

Outbound Option 
task status for the 
selected time period.

Outbound Option 
(IPCC and/or ICM)

historical table

Task detail 
performance of 
predictive calls by 
skill group.

Outbound Option 
(IPCC and/or ICM)

historical table

Task detail 
performance of 
preview calls by skill 
group.

Outbound Option 
(IPCC and/or ICM)

historical table

Task detail 
performance of 
reservation calls by 
skill group.