User Guide

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WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
About this Guide
Upgrade Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Describes how to upgrade the software.
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted
Provides information to help you understand how reporting data is generated and how to interpret
reporting data in a Unified CCE Environment. This guide also explains the implications of
configuration and scripting on reporting data, enabling you to plan and deploy your Unified CCE
system to meet your reporting needs. This guide does not contain information on reporting in a
traditional ACD contact center environment.
Template Design Guide Using InfoMaker for Cisco Unified ICM/Contact Center Enterprise & Hosted
Describes how to use Sybases’s InfoMaker to create custom report templates and provides
instructions on how to launch these templates using WebView.
For additional information about Unified ICM and Unified CCE solution, see the customer contact
section at the
Cisco website.
Conventions
This manual uses the following conventions:
Chapter Description
boldface font Boldface font is used to indicate commands, such
as user entries, keys, buttons, and folder and
submenu names. For example:
• Choose Edit > Find
• Click Finish
Italic font Italic font is used to indicate the following:
• To introduce a new term. Example: A skill
group is a collection of agents who share
similar skills.
• For emphasis. Example: Do not use the
numerical naming convention.
• A syntax value that the user must replace.
Example: IF(condition, true-value,
false-value).
• A book title. Example: See the Reporting
Guide for Cisco Unified Contact Center
Enterprise & Hosted.