Cisco Cisco IPCC Web Option Mode D'Emploi
Preface
Purpose
Welcome to the Reporting Guide for Cisco IPCC Enterprise & Hosted. This guide provides
information to help you understand how reporting data is generated and how to interpret reporting
data in a Cisco IPCC Enterprise environment. This guide also helps you understand the
implications of configuration and scripting on reporting data.
information to help you understand how reporting data is generated and how to interpret reporting
data in a Cisco IPCC Enterprise environment. This guide also helps you understand the
implications of configuration and scripting on reporting data.
Audience
This guide is written for anyone who uses WebView reports to monitor contact center agent
performance, operational effectiveness, and customer experience. Contact center supervisors
and managers and individuals responsible for configuring and scripting will find this guide
useful.
performance, operational effectiveness, and customer experience. Contact center supervisors
and managers and individuals responsible for configuring and scripting will find this guide
useful.
This guide does not cover reporting in an IPCC Gateway environment, in which an IPCC
Enterprise system is connected as a child IP ACD to a parent ICM Enterprise. To understand
reporting implications for this type of deployment, refer to the Cisco IPCC Gateway Deployment
Guide.
Enterprise system is connected as a child IP ACD to a parent ICM Enterprise. To understand
reporting implications for this type of deployment, refer to the Cisco IPCC Gateway Deployment
Guide.
Organization
This document contains the following sections:
•
This section provides a high-level overview of the configuration and scripting necessary for
producing reporting data that you require from your deployment.
producing reporting data that you require from your deployment.
•
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)
Preface 1
Preface
Purpose