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
Agent PG receives Pause Task message
Agent PG receives Resume Task me
ssage
Service_Report Fields Affected By Call Flow
EntSvc23
The following fields will be incremented:
• T
alking
• Answ
ered
• Answ
ered
• Answ
ered
• Ans
Wait Time 5
• Ans W
ait
• Ans
Wait Time Today
The following fields will be incremented if
ServiceLevelThreshold > =133 for Service
(133 = answer wait time for this task):
• SL Tasks 5
• P
eripheral SL Tasks 30
• P
eripheral SL Tasks Today
• SL T
asks Offered 5
• SL T
asks Offered 30
• SL T
asks Offered Today
EntSvc24
The following fields will be incremented:
• Answ
ered
• AS
A Time
The following fields will be incremented if
ServiceLevelThreshold > =133 for Service
(133 = answer wait time for this task:
• SL Offered will be incremented
• P
eripheral SL Tasks will be incremented
Skill_Group Report Fields Affected By Call Flow
EntSkg28 / PerSkg28
Hold will be incremented.
Active In will be decremented.
Skill_Group Report Fields Affected By Call Flow
EntSkg28 / PerSkg28
Active In will be incremented.
Hold will be decremented.
Service Report Fields Affected By Call Flow
EntSvc23 • T
alking will be incremented.