Cisco Cisco Administrative Workstation User Guide
Preface
Purpose
Welcome to the Reporting Guide for Cisco Unified ICM Enterprise & Hosted. This guide
explains how reporting data is generated and how to interpret reporting data in a Cisco Unified
ICM environment. This guide also helps you understand the importance of configuration and
scripting for accurate reporting data.
explains how reporting data is generated and how to interpret reporting data in a Cisco Unified
ICM environment. This guide also helps you understand the importance of configuration and
scripting for accurate reporting data.
Audience
This guide is written for anyone who uses WebView to generate Cisco Unified ICM system
reports for the purpose of monitoring contact center agent performance, customer experience,
and operational effectiveness.
reports for the purpose of monitoring contact center agent performance, customer experience,
and operational effectiveness.
Contact center supervisors and administrators responsible for configuring and scripting the
Cisco Unified ICM system will also find this guide useful.
Cisco Unified ICM system will also find this guide useful.
New Cisco product names
Effective with this release:
•
Cisco ICM Enterprise Edition is renamed Cisco Unified Intelligent Contact Management
Enterprise (abbreviated as Unified ICME).
Enterprise (abbreviated as Unified ICME).
•
Cisco ICM Hosted Edition is renamed Cisco Unified Intelligent Contact Management Hosted
(abbreviated as Unified ICMH).
(abbreviated as Unified ICMH).
•
Cisco IPCC Enterprise Edition and Cisco IPCC Hosted Edition are renamed Cisco Unified
Contact Center Enterprise (abbreviated as Unified CCE) and Cisco Unified Contact Center
Hosted (abbreviated as Unified CCH), respectively.
Contact Center Enterprise (abbreviated as Unified CCE) and Cisco Unified Contact Center
Hosted (abbreviated as Unified CCH), respectively.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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