User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
CONTENTS
About this Guide ix
Objective ix
Audience ix
Organization ix
Related Publications x
Obtaining Documentation xii
Cisco.com xii
Ordering Documentation xiii
Documentation Feedback xiii
Obtaining Technical Assistance xiii
Cisco Technical Support Website xiv
Submitting a Service Request xiv
Definitions of Service Request Severity xv
Obtaining Additional Publications and Information xv
CHAPTER 1 About IP Contact Center Reports 1-1
Seven Categories of IPCC Report Templates 1-1
The WebView Template Selection Window 1-1
Custom (InfoMaker generated) Reports 1-1
CHAPTER 2 IPCC Agent Report Templates 2-1
Agent by Agent Reports 2-2
Summary List of Agent by Agent Reports 2-2
Example Agent by Agent Report 2-4
Agent Real-Time Reports 2-4
agent20: Agent Real Time Report 2-5
agent28: Agent Real Time All Fields Report 2-8
Agent Historical Reports 2-13
agent03: Agent Media Logout Status Report 2-13
agent04: Agent Task Detail Activity Report 2-15
agent05: Agent Task Detail Performance Report 2-17
agent06: Agent State Trace Detail By Events Report 2-21
agent21: Agent Task Summary Half Hour Report 2-23
agent22: Agent Task Summary Daily Report 2-27