User Guide

PGs....148
PIM failure....148
fault tolerance....146
full-time equivalents reporting....114
half-hours boundaries, impact on reporting....34
HDS....16, 23
and historical data....143
backup of....66
HDS, troubleshooting....161
HDS fail-over....145
historical data....9, 17, 23, 25, 30, 143
ICM setup options....59
InfoMaker....60
IVRs....18
logger....9, 67
and historical data....143
logger fail-over....145
Media Classes....128
Media Routing Domains....128
MRDs....129
multichannel
agent state hierarchy....132
and agent availability....129
and short calls....134
architecture....128
environments....127
options....127
report data....133
service level in....134
tasks....133
OPC....11
for ARS PG....15
OPI....12
Outbound Option....60, 91
Outbound Option, templates....170
Outbound Option reporting....112
percent utilization reporting....114
peripheral gateways....9
peripherals....9
peripherals, templates....173
PGs....9
fail-over....148
processes....11
PIMs....11, 14
fail-over....148
post-routing....38
pre-routing....37
printing reports....29
purges....146
queuing....39
ACD....39
enterprise....39, 40
queue information, troubleshooting....162
real-time and historical data, comparing records....33
real-time data....23, 24, 30
recovery keys....144
replication....144
report categories....31
report comparison
ACD and WebView reports....32
base and sub-skill groups....35
call type and skill group/service....34
half-hour boundary issues....34
real-time and historical reports....33
skill group and enterprise skill group....34
reporting data
and ICM setup options....59
comparing....32
database tables....186
data purges and retention....146
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
Index 203
Index