Cisco Cisco Administrative Workstation User Guide
Key Statistics
Report Category
Reporting Statistics
Needed
Needed
Report focus
Transfers
Queue Statistics
Peripheral Skill Group &
Enterprise Skill Group
Enterprise Skill Group
Calls routed to a skill group
Queued calls
Skill Group
Abandons
RONA
Service Levels
ASA
Peripheral Skill Group &
Enterprise Skill Group
Enterprise Skill Group
After call is answered by an
agent
agent
Calls Handled
Avg.TalkTime
Avg.HandleTime
Full Time Equivalent Agents
(FTE)
(FTE)
Peripheral Skill Group &
Enterprise Skill Group
Enterprise Skill Group
Agent Info
Percent Utilization.
Agent’s current state
Agent (4 categories) by
individual, team, peripheral
or skill group
individual, team, peripheral
or skill group
Agent Info
Agents
Duration in a state
Agents logged out
Calls Handled
Avg.Talk Time
Avg.Handle Time
Use the WebView IPCC reporting templates for this deployment.
Deployments with Hybrid Routing
In this deployment, the Unified ICM system includes both TDM PGs for Enterprise Routing to
legacy ACDs as well as Cisco Call Manager PGs and ARS PGs (Agent Routing Service
Peripheral Gateways) to provide the Agent Routing Integration (ARI) to an ACD/PBX such as
Avaya.
legacy ACDs as well as Cisco Call Manager PGs and ARS PGs (Agent Routing Service
Peripheral Gateways) to provide the Agent Routing Integration (ARI) to an ACD/PBX such as
Avaya.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 3: Understanding Routing and Queuing
Deployments with Hybrid Routing