Cisco Cisco Unified Contact Center Enterprise 9.0(2) Release Notes
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Release Notes for Cisco IPCC/ICM Enterprise & Hosted Editions Release 7.0(0) Installer Update C November 24, 2008
New and Changed Information
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agteam03: Agent Logout Status
Skill Group Templates
•
perskg04, perskg20-26, entskg04 and entskg20-26: Peripheral Skill Group and Enterprise
Skill Group templates were used for ICM and IPCC prior to Release 7.0(0). For Release 7.0(0),
there are two sets of templates—one for ICM (perskg04, perskg20-26, entskg04, entskg20-26) and
one for IPCC (perskg14, perskg30-36, entskg14, entskg30-36). The template columns which are
only applicable to IPCC are not shown in the ICM versions.
Skill Group templates were used for ICM and IPCC prior to Release 7.0(0). For Release 7.0(0),
there are two sets of templates—one for ICM (perskg04, perskg20-26, entskg04, entskg20-26) and
one for IPCC (perskg14, perskg30-36, entskg14, entskg30-36). The template columns which are
only applicable to IPCC are not shown in the ICM versions.
Note
If users have saved reports and favorites based on these templates, and are running
in an IPCC environment, those saved reports should be deleted and re-created with
the new IPCC-specific templates.
in an IPCC environment, those saved reports should be deleted and re-created with
the new IPCC-specific templates.
•
New template columns have been added to the following templates that provide information on the
number of calls that were answered and abandoned within the Service Level threshold for the skill
group.
number of calls that were answered and abandoned within the Service Level threshold for the skill
group.
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perskg30: IPCC Peripheral Skill Group Status Real Time
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perskg35: IPCC Peripheral Skill Group Consolidated Half Hour
–
perskg36: IPCC Peripheral Skill Group Consolidated Daily
•
perskg25/25/35/36 and entskg25/26/35/56 Peripheral Skill Group and Enterprise Skill Group
templates have been modified to now include the “Average Speed of Answer” (ASA) column.
templates have been modified to now include the “Average Speed of Answer” (ASA) column.
Call Type Templates
•
caltyp20: Call Type Real Time template has been enhanced to provide additional information on
the number of calls that are at the VRU (Prompt or Self Service), number of calls in queue and the
number of calls that are with IPCC agents.
the number of calls that are at the VRU (Prompt or Self Service), number of calls in queue and the
number of calls that are with IPCC agents.
Enterprise Skill Group Templates
•
Enhancements have been made to entskg21-26 templates to provide aggregated information for
enterprise skill groups instead of providing details for the individual peripheral skill groups that
belong to the Enterprise Skill Group. In other words, the reports now provide one row for the
selected enterprise skill groups.
enterprise skill groups instead of providing details for the individual peripheral skill groups that
belong to the Enterprise Skill Group. In other words, the reports now provide one row for the
selected enterprise skill groups.
•
New template column “Incoming Held Tasks” have been added to entskg06 and entskg07
templates. In addition, enhancements have been made to change the calculation for “Avg.Hold
Time” to provide the average hold time for incoming tasks that were put on hold instead of providing
the average for all incoming tasks irrespective of the tasks being on hold or not. The column headers
were also enhanced to reflect the changes.
templates. In addition, enhancements have been made to change the calculation for “Avg.Hold
Time” to provide the average hold time for incoming tasks that were put on hold instead of providing
the average for all incoming tasks irrespective of the tasks being on hold or not. The column headers
were also enhanced to reflect the changes.
For more information, refer to the WebView online help and to the WebView Template Reference Guide
for Cisco IPCC Enterprise & Hosted Editions.
for Cisco IPCC Enterprise & Hosted Editions.