- 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
Reporting Concepts for Cisco Unified ICM-Contact Center Enterprise, Release 12.6(1)
Bias-Free Language
The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
- Updated:
- June 27, 2023
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