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Cisco Unified Contact Center Enterprise 9.0(2)
User Guide
Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
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iii
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
C O N T E N T S
About this Guide
xvii
Objective
xvii
A Note about Product Naming
xvii
Audience
xvii
Organization
xvii
Related Publications
xviii
Obtaining Documentation
xi
x
Cisco.com
xix
Product Documentation DVD
xix
Ordering Documentation
xi
x
Documentation Feedback
xx
Field Alerts and Field Notices
xx
Cisco Product Security Overview
xx
Reporting Security Problems in Cisco Products
xxi
Obtaining Technical Assistance
xxi
Cisco Technical Support & Documentation Website
xx
i
Submitting a Service Request
xxii
Definitions of Service Request Severity
xxii
Obtaining Additional Publications and Information
xxiii
C H A P T E R
1
About Contact Center Reports
1-1
Seven Categories of Report Templates
1-1
The WebView Template Selection Window
1-2
Custom (InfoMaker Generated) Reports
1-2
C H A P T E R
2
Agent Report Templates
2-1
Agent By Agent Reports
2-2
Summary List of Agent by Agent Reports
2-2
Agent real-time reports
2-4
agent20: Agent Real Time Report
2-4
agent28: Agent Real Time All Fields Report
2-7
Agent Historical Reports
2-12
agent03: Agent Media Logout Status Report
2-12
agent04: Agent Task Detail Activity Report
2-15
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