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Cisco
Cisco Unified Contact Center Enterprise 9.0(1)
Guia Do Utilizador
Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
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Reporting entities and reporting concepts
•
Agents, page 35
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Skill groups, page 61
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Agent teams and supervisors, page 69
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Average Speed of Answer, page 75
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Redirection on No Answer, page 79
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Call types and services, page 83
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Bucket Intervals (Unified Intelligence Center), page 97
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Service levels, page 101
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Short calls, abandoned calls, and overflow calls, page 113
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Outbound Option, page 119
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Transfers and conferencing, page 123
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Operational reporting, page 131
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IVR/VRU Self-Service, page 135
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