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_Skill_Group Report Fields Affected By Call Flow
AgtSkg27
The following fields will be incremented:
• Incoming T
asks:
– Handled
– Hold
– Handled Time
– Handled
– Hold Time
Service Report Fields Affected By Call Flow
EntSvc23
The following fields will be incremented:
• Handled 5
• Handled
• Handled T
oday
• Handled Tim
e 5
• Handled Tim
e 30
• Handled Tim
e Today
• Ta
lk Ti me 5
• Ta
lk Ti me 30
• Ta
lk Ti me Tod ay
• Hold Time 5
• Hold Time 30
• Hold Time T
oday
The following fields will be decremented:
• In Progre
ss
• In Now
EntSvc24
The following fields will be incremented:
• Handled
• Handle Time
• Ta
lk Ti me
• Hold Time