User Guide
Table Of Contents
- Cover Page
- Table of Contents
- List of Figures
- Figure 1 : Agent Historical All Fields Report 1 of 3
- Figure 2 : Agent Historical All Fields Report 2 of 3
- Figure 3 : Agent Historical All Fields Report 3 of 3
- Figure 4 : Agent Not Ready Detail Report
- Figure 5 : Agent Real Time Report
- Figure 6 : Agent Skill Group Historical All Fields Report 1 of 3
- Figure 7 : Agent Skill Group Historical All Fields Report 2 of 3
- Figure 8 : Agent Skill Group Historical All Fields Report 3 of 3
- Figure 9 : Agent Skill Group Real Time Report 1 of 2
- Figure 10 : Agent Skill Group Real Time Report 2 of 2
- Figure 11 : Agent Team Historical All Fields Report 1 of 3
- Figure 12 : Agent Team Historical All Fields Report 2 of 3
- Figure 13 : Agent Team Historical All Fields Report 3 of 3
- Figure 14 : Agent Team Real Time Report
- Figure 15 : Agent Team State Counts Report 1 of 2
- Figure 16 : Agent Team State Counts Report 2 of 2
- Figure 17 : Call Type Abandon Answer Distribution Historical Report 1 of 2
- Figure 18 : Call Type Abandon Answer Distribution Historical Report 2 of 2
- Figure 19 : Call Type Historical All Fields Report 1 of 2
- Figure 20 : Call Type Historical All Fields Report 2 of 2
- Figure 21 : Call Type Real Time Report
- Figure 22 : Call Type Real Time Queue Now Pie Chart
- Figure 23 : Call Type Skill Group Historical All Fields Report
- Figure 24 : Agent Historical All Fields Report 1 of 3
- Figure 25 : Agent Historical All Fields Report 2 of 3
- Figure 26 : Agent Historical All Fields Report 3 of 3
- Figure 27 : Agent Not Ready Detail Report
- Figure 28 : Agent Real Time Report
- Figure 29 : Agent Skill Group Historical All Fields Report 1 of 3
- Figure 30 : Agent Skill Group Historical All Fields Report 2 of 3
- Figure 31 : Agent Skill Group Historical All Fields Report 3 of 3
- Figure 32 : Agent Skill Group Real Time Report 1 of 2
- Figure 33 : Agent Skill Group Real Time Report 2 of 2
- Figure 34 : Agent Team Historical All Fields Report 1 of 3
- Figure 35 : Agent Team Historical All Fields Report 2 of 3
- Figure 36 : Agent Team Historical All Fields Report 3 of 3
- Figure 37 : Agent Team Real Time Report
- Figure 38 : Agent Team State Counts Report 1 of 2
- Figure 39 : Agent Team State Counts Report 2 of 2
- Figure 40 : Call Type Abandon Answer Distribution Historical Report 1 of 2
- Figure 41 : Call Type Abandon Answer Distribution Historical Report 2 of 2
- Figure 42 : Call Type Historical All Fields Report 1 of 2
- Figure 43 : Call Type Historical All Fields Report 2 of 2
- Figure 44 : Call Type Real Time Report
- Figure 45 : Call Type Real Time Queue Now Pie Chart
- Figure 46 : Enterprise Service Historical All Fields Report 1 of 2
- Figure 47 : Enterprise Service Historical All Fields Report 2 of 2
- Figure 48 : Peripheral Service Historical All Fields Report 1 of 2
- Figure 49 : Peripheral Service Historical All Fields Report 2 of 2
- Figure 50 : Peripheral Service Real Time All Fields Report 1 of 2
- Figure 51 : Peripheral Service Real Time All Fields Report 2 of 2
- Figure 52 : Enterprise Service Historical All Fields Report 1 of 2
- Figure 53 : Enterprise Service Historical All Fields Report 2 of 2
- Figure 54 : Peripheral Service Historical All Fields Report 1 of 2
- Figure 55 : Peripheral Service Historical All Fields Report 2 of 2
- Figure 56 : Peripheral Service Real Time All Fields Report 1 of 2
- Figure 57 : Peripheral Service Real Time All Fields Report 2 of 2
- Figure 58 : Enterprise Historical Skill Group All Fields Report 1 of 3
- Figure 59 : Enterprise Historical Skill Group All Fields Report 2 of 3
- Figure 60 : Enterprise Historical Skill Group All Fields Report 3 of 3
- Figure 61 : Enterprise Skill Group Real Time Report 1 of 2
- Figure 62 : Enterprise Skill Group Real Time Report 2 of 2
- Figure 63 : Peripheral Skill Group Historical Report 1 of 3
- Figure 64 : Peripheral Skill Group Historical Report 2 of 3
- Figure 65 : Peripheral Skill Group Historical Report 3 of 3
- Figure 66 : Peripheral Skill Group Historical Skill Group Service Level Chart
- Figure 67 : Peripheral Skill Group Real Time Report 1 of 2
- Figure 68 : Peripheral Skill Group Real Time Report 2 of 2
- Figure 69 : Enterprise Skill Group Historical All Fields 1 of 3
- Figure 70 : Enterprise Skill Group Historical All Fields 2 of 3
- Figure 71 : Enterprise Skill Group Historical All Fields 1 of 3
- Figure 72 : Enterprise Skill Group Real Time Report 1 of 2
- Figure 73 : Enterprise Skill Group Real Time Report 2 of 2
- Figure 74 : Peripheral Skill Group Historical Report 1 of 3
- Figure 75 : Peripheral Skill Group Historical Report 2 of 3
- Figure 76 : Peripheral Skill Group Historical Report 3 of 3
- Figure 77 : Peripheral Skill Group Historical Skill Group Service Level Chart
- Figure 78 : Peripheral Skill Group Real Time Report 1 of 2
- Figure 79 : Peripheral Skill Group Real Time Report 2 of 2
- Figure 80 : IVR Ports Performance Report
- Figure 81 : Stock Templates
- Figure 82 : Importing Reports
- Preface
- Chapter 1: Cisco Unified Intelligence Center Report Templates
- Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports
- Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports
- Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports
- Chapter 5: Unified CCE Release 7.5 Call Type and Call Type Skill Group Reports
- Chapter 6: Unified CCE Release 8.x Enterprise and Peripheral Service Reports
- Chapter 7: Unified CCE Release 7.5 Enterprise and Peripheral Service Reports
- Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports
- Chapter 9: Unified CCE Release 7.5 Skill Group Reports
- Chapter 10: IVR Reports
- Chapter 11: Working with the Reporting Templates
- Chapter 12: Unified ICM/CCE Reporting Concepts
- Abandoned Calls
- Agent States
- Average Speed of Answer (ASA)
- Bucket Intervals
- Call Detail Data
- Call Types
- Call Type Intervals
- Error Count
- FTE
- Handle Time
- Handled
- Historical and Interval Data
- Grouped Grids
- Media Routing Domain
- Overflow Out
- Percent Utilization
- Real Time Data and Real-Time Reports
- Redirection on No Answer (RONA)
- Report Fields
- Report Summaries
- Service Levels
- Services
- Short Calls
- Skill Groups
- Index
Unified ICM/CCE Reporting Concepts
This chapter contains the following topics:
•
Abandoned Calls, page 203
•
Agent States, page 204
•
Average Speed of Answer (ASA), page 205
•
Bucket Intervals, page 205
•
Call Detail Data, page 206
•
Call Types, page 207
•
Call Type Intervals, page 207
•
Error Count, page 208
•
FTE, page 208
•
Handle Time, page 209
•
Handled, page 209
•
Historical and Interval Data, page 209
•
Grouped Grids, page 211
•
Media Routing Domain, page 211
•
Overflow Out, page 211
•
Percent Utilization, page 212
•
Real Time Data and Real-Time Reports, page 212
•
Redirection on No Answer (RONA), page 213
•
Report Fields, page 214
•
Report Summaries, page 214
•
Service Levels, page 215
•
Services, page 219
•
Short Calls, page 219
•
Skill Groups, page 219
Abandoned Calls
A call is considered abandoned if the caller hangs up before being connected to an agent.
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
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Chapter 12