Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
C H A P T E R
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Network queuing and reporting
This chapter provides information about network queuing and reporting .
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Network queuing and reporting
The existence of a network VRU in a Unified CCE deployment affects Unified CCE Call Type and Skill
Group reporting.
Group reporting.
How a call is sent to the VRU does not affect reporting; that is, it does not matter if the Unified CCE script
used a Send To VRU node or a Translation Route To VRU node.
used a Send To VRU node or a Translation Route To VRU node.
Figure 27: Network VRU in a Gateway Deployment
This chapter explains the Call Type metrics and Skill Group metrics and uses following the terms:
ICM-TR denotes a Unified ICME system in which all calls are translation routed when sent to an ACD.
Reporting Guide for Cisco Unified Intelligent Contact Management and Unified Contact Center Enterprise & Hosted
Release 9.0(1)
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