User Guide

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WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
About this Guide
Related Documentation
Installation Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Describes how to install the components of the software, including information about hardware
configuration and software setup.
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Describes how to use the Configuration Manager to configure a Unified ICM contact center.
For specific information on an Automatic Call Distributor (ACD) or Network Interface Controller
(NIC), see the appropriate Unified ICM ACD or NIC supplement documentation or ask your
customer representative for that documentation.
Installation and Configuration Guide for Cisco Unified System Contact Center Enterprise
Describes how to install and configure Unified ICM components that are used for Unified CCE
solution. This manual includes installation and configuration instructions for Unified ICM
components used in a Unified CCE solution. It also includes information on configuration
requirements for other Unified CCE components that interface with the software, including the
Cisco Communications Manager, Cisco Unified IP-IVR and Cisco Agent Desktop/Cisco Supervisor
Desktop.
Administration Guide for Cisco Unified Contact Center Enterprise & Hosted
Describes tasks and concepts required for day-to-day operation of a Unified CCE contact center.
This guide includes information for multichannel options as well as voice.
Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Describes tasks and concepts required for day-to-day operation of an ACD contact center.
Database Schema Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Documents how data is organized in the databases for the software. The databases contain tables.
Each table defines a set of columns or fields. Each record or row in the database has one value for
each column. This manual describes the tables and their columns. The WebView reports access their
data from these tables.
Chapter 3, “Peripheral and Peripheral Service
Report Templates”
Describes Unified CCE service report templates.
Chapter 5, “Skill Group Report Templates” Describes Unified CCE skill group report
templates.
Chapter 6, “Trunk group for IP-IVR reports” Describes the trunk group for IP IVR report
templates.
Chapter 7, “Application Gateway, Path, Script
Queue, and Routing Client Reports”
Describes the Application Gateway, Application
Path, and Script Queue report templates
Chapter 8, “Outbound Option (Blended Agent)
Reports”
Describes the Outbound Option report templates.
Chapter 9, “Translation Route Report Templates” Describes the Translation Route templates.
Chapter 10, “Sample Reports” Contains illustrations of many reports.
Chapter Description