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
Call_Type_Report
Fields Affected By Call Flow
CallType 23
The following fields will be incremented:
•
Tasks Ans 5
•
Tasks Ans 30
•
Tasks Ans Today
•
Answer Wait Time 5
•
Answer Wait Time 30
•
Answer Wait Time Today
The following fields will be incremented if
ServiceLevelThreshold > =133 for CalType
(133 = answer wait time for this task):
ServiceLevelThreshold > =133 for CalType
(133 = answer wait time for this task):
•
Service Level Tasks 5
•
Service Level Tasks 30
•
Service Level Tasks today
•
Service Level Offered 5
•
Service Level Offered 30
•
Service Level Offered Today
The following fields will be incremented if
Service level timer for call type CT passed
before the StartTask was received. When
this timer is passed, the following fields
are incremented:
Service level timer for call type CT passed
before the StartTask was received. When
this timer is passed, the following fields
are incremented:
•
Service Level Offered 5
•
Service Level Offered 30
•
Service Level Offered Today
Skill_Group_Report
Fields Affected By Call Flow
EntSkg28 / PerSkg28
The following fields will be incremented:
•
Answered 5
•
Ans Wait Time 5
•
Reserved will
•
Active In will
EntSkg27 / PerSkg27
The following fields will be incremented:
•
Answered
•
Ans Wait Time
Agent -->Skill_Group_Report
Fields Affected By Call Flow
AgtSkg27
•
Incoming Tasks: Ans Wait Time will be
incremented.
incremented.