User Guide

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 10 Sample Reports
Multimedia Reporting Sample Call Scenarios
Router picks Agent A & sends DTWT and pre-call messages
Skill_Group_ReportFields Affected By Call Flow
AgtSkg30 • Queued Now will be incremented.
EntSkg27 / PerSkg27 • Task Offered and RTR Task Offered will
be incremented.
Call_Type_Report Fields Affected By Call Flow
CallType 24
Router Tasks Q Now will be decremented.
The following fields will be incremented:
• Left Q
5
• R
outer Tasks Queue 30
• R
outer Tasks Queue 5
• R
outer Tasks Queue Today
• T
asks Routed 30
• T
asks Routed Today
• R
outer Queue Wait Time 30
• R
outer Queue Wait Time 5
• R
outer Queue Wait Time Today
CalType 23
The following fields will be incremented:
• Ro
uter Q Tasks
• Ro
uter Q Wait Time
Skill_Group_Report Fields Affected By Call Flow
EntSkg28 • Router Task Queue Now will be
incremented.
PerSkg28 • T
ask Q Now will be incremented.