Cisco Cisco ICM Web Tools User Guide

This category is useful to contact center
administrators with global responsibility for
staffing and operational monitoring.

Skill Group > Peripheral
Skill Group

Skill Group > Enterprise
Skill Group

You want to view current Full-time
Equivalents (FTE) and percent utilization
of agents to monitor real-time operations or
measure trends in FTE and percent
utilization for planning purposes.

This category is useful to contact center
administrators responsible for configuration.

Agent > By Peripheral

You want to view the number of short calls
to determine whether the short calls
configuration is correct.

This category is useful to contact center
administrators or supervisors who manage

Outbound Option

You want to view current activity Outbound
Option dialing campaigns or review trends
in the performance of these campaigns.

outbound dialing campaigns. It is also useful
for Administrators responsible for the
Outbound Option Dialer, query rules, and
record import configuration.

This category is useful to contact center
administrators or supervisors who monitor

Service > Peripheral
Service

You want to view current queue activity or
review trends in queue performance.

queuing success and abandons. This

Skill Group > Peripheral

information is useful to identify training or
staffing needs and necessary script or
configuration modifications.

Skill Group > Enterprise

Note: When doing
Enterprise queuing, use
Call Type reports in
addition to Skill Group
reports.

This category is useful to contact center
administrators responsible for VRU
performance, configuration, and scripting.

Peripheral

You want to view historical VRU peripheral
usage to identify whether the call volume is
below or exceeding VRU capacity.

These categories are useful to contact center
administrators responsible for configuring and
maintaining VRU Self-Service applications.

Call Type and Service >
Peripheral Service

You want to view trends in VRU
Self-Service application usage to identify
whether these applications are successfully
meeting caller's needs or require
modification.

Note: Call Type is applicable only when there
is a Network VRU.

These categories are useful to contact center
administrators responsible for resource
allocation.

Trunk Group > Network

You want to see the status of trunks in the
selected network trunk groups

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