User Guide

CHAPTER
7-1
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
7
Outbound Option (Blended Agent) Reports
The Outbound Option is an application that provides outbound dialing functionality along with
the existing inbound capabilities of ICM 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 an ICM environment
and/or an IP Contact Center environment.
To have the Outbound Option report templates displ
ay in WebView, you must select the
Outbound Option when installing ICM.
The following table lists the 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 ICM software's database.
Template
Name
Applicable
Environment
Type Description
agtskg06: Outbound
Option (Blended
Agent) Status
Report, page 3-120
Outbound Option
(I
PCC and/or 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 3-139
Outbound Option
(I
PCC and/or ICM)
historical table Task detail
performance of
predictive calls by
skill group.
agtskg11: Outbound
Option (Blended
Agent) Preview Task
Detail Performance
Report, page 3-141
Outbound Option
(I
PCC and/or ICM)
historical table Task detail
performance of
preview calls by skill
group.