This table lists
and links to changes made to this guide and gives the dates those changes were
made. Earliest changes appear in the bottom rows.
Release 11.0(2) provides overall enhancements in consistency and usability for Contact Sharing reports.
Contact Sharing Reports
A new Contact Sharing report named Contact Sharing Queue Over Time. This report provides the number of calls routed to each queue (precision queue or skill group) configured in the Contact Sharing system for the groups selected in the report filter.
Contact Sharing Queue Over Time
Additional queue status information in two new fields for the Live Data Skill Group report. The Queued Now field identifies the number of tasks currently queued for the skill group. The Longest in Queue field indicates the longest time that a task has been waiting in the skill group to be handled by an agent.
Live Data Reports - Skill Group
About This Guide
The Cisco Unified Contact Center Enterprise Reporting User Guide describes how to generate and interpret Cisco Unified Intelligence Center reports, Live Data reports, and Contact Sharing reports for Unified Contact Center Enterprise (Unified CCE) deployments. This guide also provides detailed information about each of the report templates available for use in Unified CCE deployments.
This guide is intended for users who use Cisco Unified Intelligence Center to run reports. The user can generate reports, filter data in a report, and schedule a report.
This guide is written with the understanding that your system has been deployed by a partner or service provider who has validated the deployment type, virtual machines, and database and has verified that your contact center can receive and send calls.
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