Report Template Reference Guide For Cisco Unified Intelligence Center Release 9.0(1)
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This guide explains the stock templates that are installed with the Cisco Unified Intelligence Center reporting platform.


This guide is intended for reporting users and report designers who use the Cisco Unified Intelligence Center web server to run the stock reports that are installed with Cisco Unified Intelligence Center.


This guide is organized as follows:

This section


Chapter 2

The Agent and Agent Skill Group report templates

Chapter 3

The Call Type and Call Type Skill Group templates

Chapter 4

The Enterprise Service and Peripheral Service report templates

Chapter 5

The Enterprise and Peripheral Skill Group report templates

Chapter 6

The IVR Ports Performance report template

Chapter 7

Working with Unified ICM/Unified CCE reporting templates

Chapter 8

Unified ICM/Unified CCE Reporting Concepts


This manual uses the following conventions:



boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:

  • Choose Edit > Find.
  • Click Finish.

italic font

Italic font is used to indicate the following:

  • To introduce a new term. Example: A skill group is a collection of agents who share similar skills.
  • For emphasis. Example: Do not use the numerical naming convention.
  • A syntax value that the user must replace. Example: IF (condition, true-value, false-value)
  • A book title. Example: For more information, see the Cisco CRS Installation Guide.

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems,Inc. </title></html>

< >

Angle brackets are used to indicate the following:

  • For arguments where the context does not allow italic, such as ASCII output.
  • A character string that the user enters but that does not appear on the window such as a password.

Obtaining Documents

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