Cisco Cisco IP Contact Center Release 4.6.1 Release Notes

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The following templates are those that have been added for Release 7.0(0).

For more information, refer to the WebView online help and to the WebView Template Reference Guide 
for Cisco IPCC Enterprise & Hosted Editions.

Agent Skill Group Assignments (agteam29)

Real-time Agent Team template that provides information to supervisors 
on the number of agents on their team and their current skill group 
assignments.

Agent Team State Count Real-Time (agteam32)

Real-time Agent Team template that shows a summary of total number of 
agents that belong to a team, assigned team supervisor, number that are 
logged on, number of agents in each of the different states, and number 
of agents that are eligible to receive a task.

Call Type Queue Status Real Time (caltyp25)

Real-Time Call Type Graphical templates that show queue length and 
number of calls in the queue that are inside/outside SL threshold.

Call Type Tasks Offered Over Half Hour 
(caltyp26)

Real-Time Call Type Bar Chart that provides information on the number 
of tasks offered to specified call types in the current half hour interval.

Call Type Queue Delay Status Real Time 
(caltyp27)

Allows monitoring of customer experience while waiting in queue, such 
as average time spent in queue, longest task in queue, and the average 
speed of answer.

Call Type Task Status Now Real Time (caltyp28) Real-Time Call Type Bar Graph that allows monitoring of number of 

tasks at VRU (Prompt or Self-Service), number of tasks in Queue, and 
number of tasks currently with IPCC agents.

Call Type Service Level Abandons Daily 
(caltyp37)

Provides a graphical representation of trends in the number of abandoned 
calls within the call type service level threshold, for selected call types.

Agent Team Incoming/Outgoing Task Durations 
With Agent Detail Half Hour (agteam33) 

 

[though documented in the 7.0(0) manuals, this 
template will only become available in a 
subsequent Service Release]

Table of task durations for incoming and outgoing tasks handled by 
agents in a team by half hour. This template provides information on 
inbound and outbound task counts, average durations, and total durations 
for agents in selected teams.

Agent Team Incoming/Outgoing Task Durations 
With Agent Detail Daily (agteam34)

 

[though documented in the 7.0(0) manuals, this 
template will only become available in a 
subsequent Service Release]

Table of task durations for incoming and outgoing tasks handled by 
agents in a team by day. This template provides information on inbound 
and outbound task counts, average durations, and total duration for 
agents in selected teams.

Agent Team Incoming/Outgoing Task Durations 
Half Hour (agteam35)

 

[though documented in the 7.0(0) manuals, this 
template will only become available in a 
subsequent Service Release]

Table of task durations for incoming and outgoing tasks handled by agent 
teams by half hour. This template provides information on inbound and 
outbound task counts, average durations, and total duration aggregated 
for the individually selected teams.

Agent Team Incoming/Outgoing Task Durations 
Daily (agteam36)

 

[though documented in the 7.0(0) manuals, this 
template will only become available in a 
subsequent Service Release]

Table of task durations for incoming and outgoing tasks handled by agent 
teams by day. This template provides information on inbound and 
outbound task counts, average durations, and total duration aggregated 
for the individually selected teams.