WebView includes a set of predefined templates that enable you to generate reports about agent, skill group, team, and system performance using the historical data stored in the Cisco Independent Reporting database. These reports present the data in a table format.
The following table lists the E-Mail Manager templates provided by WebView:
Template Name |
Description |
Statistics on agent message volume, response time, agent actions, and work time. | |
Statistics on user response time, service standard and wait time for active. | |
Statistics on the Cisco E-Mail Manager skill group queue message volume, response time, agent actions and work time. | |
Statistics on rules assigned, response time, wait time and active time. | |
Statistics on Team message volume, response time, agent actions, and work time. | |
Global statistics on a single interval or comparison statistics by the hour, day, week, month, or year within a defined interval. | |
Statistics on message volume, response time, and work time, by message category. | |
Statistics on service standard, response time, work time and active time by message category. | |
Statistics on message volume, response time, work time by POP3 mailbox view name. | |
Statistics on service standard, response time, work time and wait time by POP3 mailbox view name. | |
Statistics on message volume, response time, work time, by sender address. | |
Statistics on service standard, response time, work time and active time by sender address . | |
Statistics on message volume, response time, work time, by tracking number. | |
Statistics on service standard, response time, work time and active time by tracking number. |