User Guide

Contents
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
caltyp32: Call Type Abandon/Answer Distribution Report 3-39
caltyp33: Call Type Abandon/Answer Cumulative Distribution by Half Hour Report 3-43
caltyp34: Call Type Abandon/Answer Cumulative Distribution Report 3-47
caltyp35: VRU Calls Analysis Half Hour Report 3-50
caltyp36: VRU Calls Analysis Daily Report 3-53
CHAPTER 4 IPCC Peripheral Service Report Templates 4-1
About IPCC Peripheral Service Reports 4-1
Summary List of IPCC Peripheral Service Templates 4-1
Example IPCC Peripheral Service Report 4-3
IPCC Peripheral Service Reports 4-3
persvc20: Peripheral Service for IVR Queue Half Hour Report 4-4
persvc21: Peripheral Service IVR Queue Daily Report 4-6
persvc22: Peripheral Service IVR Self-Service Half Hour Report 4-8
persvc23: Peripheral Service IVR Self-Service Daily Report 4-9
persvc24: Peripheral Service Agent Half Hour Report 4-11
persvc25: Peripheral Service Agent Daily Report 4-13
persvc26: Peripheral Service Historical All Fields Report 4-16
persvc27: Peripheral Service Real Time All Fields Report 4-24
CHAPTER 5 IPCC Skill Group Report Templates 5-1
About Skill Groups 5-1
Base Only Skill Group Reports 5-2
IPCC Enterprise Skill Group Reports 5-5
Example IPCC Skill Group Report 5-6
Summary List of IPCC Enterprise Skill Group Reports 5-6
IPCC Enterprise Skill Group Real-Time Reports 5-10
entskg03: Enterprise Skill Group Agent Status Report 5-11
entskg04: Rolling 5-Minute Enterprise Skill Group Status Report 5-12
entskg05: Enterprise Skill Group % Utilization of Ready Agents Report 5-14
entskg20: Enterprise Skill Group Status Real Time Report 5-15
entskg28: Enterprise Skill Group Real Time All Fields Report 5-18
entskg29: Enterprise Skill Group Logout Real Time Report 5-28
IPCC Enterprise Skill Group Historical Reports 5-29
entskg08: FTE for Enterprise Skill Group Half Hour Report 5-29
entskg09: Enterprise Skill Group Normalized Agent State Report 5-31
entskg21: Enterprise Skill Group Task Summary Half Hour Report 5-33
entskg22: Enterprise Skill Group Task Summary Daily Report 5-37
entskg23: Enterprise Skill Group Performance Summary Half Hour Report 5-41