Cisco Cisco IP Contact Center Release 4.6.1 User Guide
C H A P T E R
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
8
Outbound Option (Blended Agent) Reports
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.
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.
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.
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.
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.
Template
Name
Name
Applicable
Environment
Environment
Type
Description
Outbound Option
(IPCC and/or ICM)
(IPCC and/or ICM)
real-time table
Outbound Option
task status for the
selected time period.
task status for the
selected time period.
Outbound Option
(IPCC and/or ICM)
(IPCC and/or ICM)
historical table
Task detail
performance of
predictive calls by
skill group.
performance of
predictive calls by
skill group.
Outbound Option
(IPCC and/or ICM)
(IPCC and/or ICM)
historical table
Task detail
performance of
preview calls by skill
group.
performance of
preview calls by skill
group.