Reporting Concepts for Cisco Unified ICM/Contact Center Enterprise, Release 11.6(1)
- Updated:
- June 15, 2020
Book Table of Contents
- Preface
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- Agents
- Skill Groups
- Agent Teams and Supervisors
- Average Speed of Answer
- Redirection on No Answer
- Call Types and Services
- Bucket Intervals for Cisco Unified Intelligence Center
- Service Levels
- Short Calls, Abandoned Calls, and Overflow Calls
- Outbound Option
- Transfers and Conferencing
- Operational Reporting
- VRU Self-Service
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