User Guide

10-70
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 10 Sample Reports
Multimedia Reporting Sample Call Scenarios
Reporting metrics update:
The following describes how other important reporting metrics change based on the scenario
progress.
Agent PG receives OfferTask message
Skill_Group_Report Fields Affected By Call Flow
EntSkg28 / PerSkg28
The following fields will be incremented:
• Current 5
Minutes Task Statistics:
Offered
• Calls In
Progress
• R
eserved Agents
The following fields will be decremented:
• ICM A
vail
• Not Activ
e
Service_Report Fields Affected By Call Flow
EntSvc23
The following fields will be incremented:
• Offered 5
• Offered 30
• Offe
red Today
• Incoming 5
• Incoming 30
• Incoming T
oday
• In Progre
ss
• In Now
EntSvc24
The following fields will be incremented:
• Offered is
incremented
• In T
asks is incremented