Cisco Cisco Unified Contact Center Enterprise 9.0(2) Mode D'Emploi

Cisco

iii

WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)

Release 7.1(1)

C O N T E N T S

About this Guide

xvii

A Note about Product Naming

xvii

xvii

Related Publications

xviii

Obtaining Documentation

xix

Product Documentation DVD

xix

Ordering Documentation

Documentation Feedback

Field Alerts and Field Notices

xx

Cisco Product Security Overview

Reporting Security Problems in Cisco Products

xxi

Obtaining Technical Assistance

Cisco Technical Support & Documentation Website

Submitting a Service Request

xxii

Definitions of Service Request Severity

xxii

Obtaining Additional Publications and Information

C H A P T E R

About Contact Center Reports

1-1

Seven Categories of Report Templates

1-1

The WebView Template Selection Window

1-2

Custom (InfoMaker Generated) Reports

1-2

C H A P T E R

Agent Report Templates

2-1

Agent By Agent Reports

2-2

Summary List of Agent by Agent Reports

2-2

Agent real-time reports

2-4

agent20: Agent Real Time Report

2-4

agent28: Agent Real Time All Fields Report

2-7

Agent Historical Reports

2-12

agent03: Agent Media Logout Status Report

2-12

agent04: Agent Task Detail Activity Report

2-15