- Overview
- Tools
- Setup and Configuration
- Task Routing Setup and Configuration
- Enabling Multichannel
- Configuring Non Voice Media Channels
- Adding Queues to Media Channels
- Adding Agents to MultiChannel Queues
- Creating Script Selector
- Registering and Enabling Context Service
- Customer Collaboration Platform Application for Task Requests
- Finesse Application for Agent and Dialog Management
- Finesse Desktop Gadget
- Appendix
- Sample Finesse Code for Task Routing
- Reporting
- Setup and Configuration
- Guides
- Developer Resources
- Community and Support
Reporting
Cisco Unified Intelligence Center CCE reports include data for voice calls and non-voice Task Routing tasks.
Following CUIC stock reports were modified to add the MRD (Media) field. You can filter these All Fields and Live Data report templates by Media Routing Domain.
|
Real Time Reports |
Historical Reports |
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Agent Realtime |
Agent Skillgroup Historical All Fields |
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Agent Skill Group Realtime |
Agent Precision Queue Historical All fields |
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Precision Queue Realtime – All fields |
Peripheral SkillGroup Historical All fields |
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Peripheral Skillgroup Realtime - All fields |
Precision Queue Interval All fields |
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Enterprise Skillgroup Realtime |
Precision Queue Abandon Answer Distribution |
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Live Data Agent/SkillGroup / PQ reports |
Skill Group Abandon Answer Distribution Historical |
The following pictures illustrates the changes made:
“Agent Realtime” report showing agent Sandra being active on FraudTriggerChannel Task Routing domain
“Agent Skill Group Realtime” report with multiple queues from the FraudTriggerChannel domain
“Precision Queue Interval All fields” report showing details of the CCFraudPQ queue from the the FraudTriggerChannel domain.
See the Cisco Packaged Contact Center Enterprise Reporting User Guide for information about multichannel reporting data.
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