Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 10 Sample Reports
Multimedia Reporting Sample Call Scenarios
Router picks Agent A & sends DTWT and pre-call messages
Skill_Group_ReportFields
Affected By Call Flow
AgtSkg30
•
Queued Now will be incremented.
EntSkg27 / PerSkg27
•
Task Offered and RTR Task Offered will
be incremented.
be incremented.
Call_Type_Report
Fields Affected By Call Flow
CallType 24
Router Tasks Q Now will be decremented.
The following fields will be incremented:
•
Left Q 5
•
Router Tasks Queue 30
•
Router Tasks Queue 5
•
Router Tasks Queue Today
•
Tasks Routed 30
•
Tasks Routed Today
•
Router Queue Wait Time 30
•
Router Queue Wait Time 5
•
Router Queue Wait Time Today
CalType 23
The following fields will be incremented:
•
Router Q Tasks
•
Router Q Wait Time
Skill_Group_Report
Fields Affected By Call Flow
EntSkg28
•
Router Task Queue Now will be
incremented.
incremented.
PerSkg28
•
Task Q Now will be incremented.