User Guide

Figure 34: Agent Team Historical All Fields Report 1 of 3.............................................................................................90
Figure 35: Agent Team Historical All Fields Report 2 of 3.............................................................................................90
Figure 36: Agent Team Historical All Fields Report 3 of 3.............................................................................................90
Figure 37: Agent Team Real Time Report.......................................................................................................................94
Figure 38: Agent Team State Counts Report 1 of 2.........................................................................................................98
Figure 39: Agent Team State Counts Report 2 of 2.........................................................................................................99
Figure 40: Call Type Abandon Answer Distribution Historical Report 1 of 2..............................................................105
Figure 41: Call Type Abandon Answer Distribution Historical Report 2 of 2..............................................................105
Figure 42: Call Type Historical All Fields Report 1 of 2...............................................................................................112
Figure 43: Call Type Historical All Fields Report 2 of 2...............................................................................................113
Figure 44: Call Type Real Time Report.........................................................................................................................116
Figure 45: Call Type Real Time Queue Now Pie Chart.................................................................................................117
Figure 46: Enterprise Service Historical All Fields Report 1 of 2.................................................................................122
Figure 47: Enterprise Service Historical All Fields Report 2 of 2.................................................................................122
Figure 48: Peripheral Service Historical All Fields Report 1 of 2.................................................................................125
Figure 49: Peripheral Service Historical All Fields Report 2 of 2.................................................................................126
Figure 50: Peripheral Service Real Time All Fields Report 1 of 2................................................................................129
Figure 51: Peripheral Service Real Time All Fields Report 2 of 2................................................................................129
Figure 52: Enterprise Service Historical All Fields Report 1 of 2.................................................................................134
Figure 53: Enterprise Service Historical All Fields Report 2 of 2.................................................................................134
Figure 54: Peripheral Service Historical All Fields Report 1 of 2.................................................................................137
Figure 55: Peripheral Service Historical All Fields Report 2 of 2.................................................................................138
Figure 56: Peripheral Service Real Time All Fields Report 1 of 2................................................................................141
Figure 57: Peripheral Service Real Time All Fields Report 2 of 2................................................................................141
Figure 58: Enterprise Historical Skill Group All Fields Report 1 of 3..........................................................................147
Figure 59: Enterprise Historical Skill Group All Fields Report 2 of 3..........................................................................148
Figure 60: Enterprise Historical Skill Group All Fields Report 3 of 3..........................................................................148
Figure 61: Enterprise Skill Group Real Time Report 1 of 2..........................................................................................153
Figure 62: Enterprise Skill Group Real Time Report 2 of 2..........................................................................................153
Figure 63: Peripheral Skill Group Historical Report 1 of 3...........................................................................................159
Figure 64: Peripheral Skill Group Historical Report 2 of 3...........................................................................................159
Figure 65: Peripheral Skill Group Historical Report 3 of 3...........................................................................................159
Figure 66: Peripheral Skill Group Historical Skill Group Service Level Chart............................................................160
Figure 67: Peripheral Skill Group Real Time Report 1 of 2..........................................................................................165
Figure 68: Peripheral Skill Group Real Time Report 2 of 2..........................................................................................165
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
vii