Cisco Cisco Administrative Workstation User Guide

Reporting on Operations

Monitoring operations involves reviewing VRU applications, Outbound Option calls

1

, script

efficiency, and system and network status. This might include the number of short calls, how
many outbound campaign calls are being made, how you are utilizing agents, and how customers
are using self-service and information-gathering VRU applications.

This chapter explains reporting metrics that are useful for monitoring operations and which
report templates contain those metrics.

This chapter also has cross references to sections in 

 that explain how to

configure and script your system so that your reports contain appropriate and accurate data.

This chapter contains the following topics:

•

•

•

•

•

•

•

What Operational Data do you Want to See?

There are several WebView categories and multiple report templates in those categories that
help you analyze operational status and performance.

As for all WebView reports, reports that monitor operations are categorized as either 

 or 

.

1)

Outbound Option is not supported on most ACDs. See your ACD Supplement Guide to find out if Outbound Option reporting is applicable in your environment.

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)