User Guide

List of Figures
Figure 1: Agent Historical All Fields Report 1 of 3.........................................................................................................12
Figure 2: Agent Historical All Fields Report 2 of 3.........................................................................................................12
Figure 3: Agent Historical All Fields Report 3 of 3.........................................................................................................12
Figure 4: Agent Not Ready Detail Report.......................................................................................................................15
Figure 5: Agent Real Time Report...................................................................................................................................17
Figure 6: Agent Skill Group Historical All Fields Report 1 of 3.....................................................................................23
Figure 7: Agent Skill Group Historical All Fields Report 2 of 3.....................................................................................23
Figure 8: Agent Skill Group Historical All Fields Report 3 of 3.....................................................................................23
Figure 9: Agent Skill Group Real Time Report 1 of 2.....................................................................................................28
Figure 10: Agent Skill Group Real Time Report 2 of 2...................................................................................................28
Figure 11: Agent Team Historical All Fields Report 1 of 3.............................................................................................34
Figure 12: Agent Team Historical All Fields Report 2 of 3.............................................................................................34
Figure 13: Agent Team Historical All Fields Report 3 of 3.............................................................................................34
Figure 14: Agent Team Real Time Report.......................................................................................................................37
Figure 15: Agent Team State Counts Report 1 of 2.........................................................................................................41
Figure 16: Agent Team State Counts Report 2 of 2.........................................................................................................41
Figure 17: Call Type Abandon Answer Distribution Historical Report 1 of 2................................................................47
Figure 18: Call Type Abandon Answer Distribution Historical Report 2 of 2................................................................47
Figure 19: Call Type Historical All Fields Report 1 of 2.................................................................................................53
Figure 20: Call Type Historical All Fields Report 2 of 2.................................................................................................53
Figure 21: Call Type Real Time Report...........................................................................................................................56
Figure 22: Call Type Real Time Queue Now Pie Chart...................................................................................................57
Figure 23: Call Type Skill Group Historical All Fields Report.......................................................................................59
Figure 24: Agent Historical All Fields Report 1 of 3.......................................................................................................66
Figure 25: Agent Historical All Fields Report 2 of 3.......................................................................................................66
Figure 26: Agent Historical All Fields Report 3 of 3.......................................................................................................66
Figure 27: Agent Not Ready Detail Report.....................................................................................................................69
Figure 28: Agent Real Time Report.................................................................................................................................73
Figure 29: Agent Skill Group Historical All Fields Report 1 of 3...................................................................................78
Figure 30: Agent Skill Group Historical All Fields Report 2 of 3...................................................................................79
Figure 31: Agent Skill Group Historical All Fields Report 3 of 3...................................................................................79
Figure 32: Agent Skill Group Real Time Report 1 of 2...................................................................................................83
Figure 33: Agent Skill Group Real Time Report 2 of 2...................................................................................................84
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
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