Contact Sharing Reporting
You can use Contact Sharing to distribute calls to agents across multiple Unified Contact Center Enterprise (Unified CCE) systems. With Contact Sharing, you can efficiently route calls to a much larger number of agents than a standard Unified CCE system can support.
You configure Contact Sharing to make routing decisions based on the current state of the target Unified CCE systems, such as the number of calls in queue, agent availability, average handle time, and custom calculations. Using rules you specify and Live Data information on the current state of the target systems, Contact Sharing decides which Unified CCE system to route the calls to.
You can use the Contact Sharing reports to understand the current configuration and behavior of the Contact Sharing system. You can view data on the active configuration of the Contact Sharing routing, the number of calls routed to each target system for each group, and the calls that have errors during the routing process. In addition, you can use the Contact Sharing Results Calculations report to see the change in the actual result calculated by the current Contact Sharing expression formula as routing is processed.