User Guide

CHAPTER
8-1
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
8
Outbound Option (Blended Agent) Reports
The Outbound Option is an application that provides outbound dialing functionality along with the
existing inbound capabilities of the software. With the Outbound Option, contact centers can be
configured for automated outbound activities. This option allows agents who are not busy with inbound
calls to perform outbound calls, thereby maintaining high agent productivity.
All Outbound option reports are voice-only reports and can be used in a Unified ICM environment
and/or an IP Contact Center environment.
To have the Outbound Option report templates display in WebView, you must select the Outbound
Option when installing Unified ICM.
The following table lists the Unified ICM Outbound Option report templates that WebView provides.
Click on the name of a
report in the following table to see more detailed information about the data in
that report, and how the data is derived from the software's database.
Template Name Applicable Environment Type Description
agtskg06: Outbound
Option (Blended Agent)
Status Report,
page 4-129
Outbound Option (Unified
CCE, Unified ICM)
real-time table Outbound Option task
status for the selected
time period.
agtskg10: Outbound
Option (Blended Option)
Predictive and
Progressive Tasks Detail
Performance Report,
page 4-151
Outbound Option (Unified
CCE, Unified ICM)
historical table Task detail performance
of predictive calls by
skill group.
agtskg11: Outbound
Option (Blended Agent)
Preview Task Detail
Performance Report,
page 4-153
Outbound Option (Unified
CCE, Unified ICM)
historical table Task detail performance
of preview calls by skill
group.
agtskg12: Outbound
Option (Blended Agent)
Reservation Task Detail
Performance Report,
page 4-155
Outbound Option (Unified
CCE, Unified ICM)
historical table Task detail performance
of reservation calls by
skill group.