UCCE_SupervisorStepByStep

Report
Unified Contact Center Enterprise
Unified Contact
2009 Engineering
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CTI OS Supervisor Desktop
Training
Presented by
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Objectives
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Unified Contact
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Cisco IP Phone
CTI OS Overview
CTI OS Desktop
Logging In/Logging Out
Agent States
CTI Dialing Pad
Hot Keys
Supervisor Features
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CTI OS Three -Tiered Architecture Topology
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CTI OS Desktop
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To start CTI Toolkit Agent Desktop, double-click the short-cut on the
desktop or go to:
Start  Programs  Cisco Systems CTI Toolkit  Agent Desktop
Upon startup the CTI Toolkit Agent Desktop main screen appears.
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CTI OS Desktop - Login
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 Login
 Contains buttons that let the agent log in or log out.
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Logging In - CTI Login Window
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To log into CTI Toolkit Agent Desktop, click the Login button.
The Login button connects agents to the CTI Server and logs
agents into a selected ACD switch.
Enter the following information in this dialog box:
 Connect to
 Use the drop-down menu to select the
connection profile that you want to use.
 Agent ID
 Your agent ID as assigned by your
manager.
 Password
 Your password assigned by your
manager
 Instrument
 The device ID assigned to the phone
you receive calls on.
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CTI OS Desktop – Agent State
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 Agent State
 Contains buttons that let the agent change the state
of the currently logged in agent.
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Agent States - Changing to Ready State
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 By default, upon successful login, the agent
is automatically placed in a Not Ready State
 If the Ready button is enabled, you are in a
valid state to go to Ready.
 To enter the Ready state, click the Ready
button while in Not Ready state.
 On entering Ready state, the agent is ready
to accept ACD calls.
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Agent States – Changing to Not Ready State
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 Entering Not Ready state opens Not Ready
Reason Codes dialogue box
 Choose appropriate reason for going into
“Not Ready” state
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Agent States – Wrap-Up State
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 Automatically enter Wrap-Up sate on the
completion of a call
 Click the Wrap-Up button to immediately
enter a Wrap-Up State
 Wrap-Up duration is 30 seconds, then
automatically placed in a Ready state
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CTI OS Desktop – Dial/Answer/Release
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 Dial/Answer/Release
 To Place a call, click the Dial button, and enter the phone
number using the provided Dial Pad.
 To Answer call, click the Answer button.
 To hang up a call, click the Release button.
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CTI Dialing Pad - Making Calls
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 Enter a state from which you can make a call.
 You are in the correct state to make a call if
the Dial button is enabled.
 States from which to make a call can include
Ready, Not Ready, or Hold.
 If the Dial button is not enabled, change your
state as needed until the Dial button becomes
enabled.
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Sending DTMF Tones
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 Occasionally, the agent may need to send
Dual Tone Multi-Frequency (DTMF) tones to
a pager, IVR, voicemail system, or other
similar device.
 To transmit DTMF tones when
connected to a call, perform the
following steps.
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CTI OS Desktop – Hold/Retrieve
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 Hold/Retrieve
 Contains buttons that let the agent put a call on hold and
retrieve a held call.
 Select a call from the Call List, and click the Hold button to
place the call on Hold.
 Select the held call and click the Retrieve button to return
to the call
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CTI OS Desktop – Alternate/Reconnect
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 Alternate/Reconnect
 Contains buttons that let the agent alternate between and reconnect active
calls.
 Alternate and Reconnect buttons are used to switch between multiple calls
in the call list.
 If there are multiple calls (i.e. one inbound and one outbound), click the
Alternate button to automatically place one call on hold and pick up another,
with a single click.
 Use the Reconnect button to choose which call to pickup with multiple calls
in the call list. The initial call will automatically be placed on hold.
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CTI OS Desktop – Conference/Transfer
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 Conference/Transfer
 Contains buttons that let the agent initiate and
complete conference and transfer operations.
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CTI Dialing Pad - Conferencing Calls
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 To initiate a conference call, click the
conference button.
 Enter the phone number to be dialed in
the Dialed Number field or select a
destination from the pull-down menu.
 Click the Conf Initiate button, after
talking to the 3rd party, click the
Conference button to join all parties.
 The pull-down menu contains the last
six numbers dialed from this desktop.
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CTI Dialing Pad - Conferencing Calls cont.
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 Click the Conference button to complete
warm transfer call
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CTI Dialing Pad - Transferring Calls
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 To transfer a call, click the Transfer
button, dial the desired transfer number,
and click the Trans Init or Single Step
button.
 Use the Trans Initiate button for
warm transfers (allows agent to speak
to the transferred party before passing
the call)
 Enter the number to be dialed in the
Number to Dial field
Use the Single Step button for cold
transfers (immediately transfers the
caller)
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CTI Dialing Pad - Transferring Calls cont.
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 Click the Transfer button to complete
warm transfer call
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CTI OS Desktop – Supervisor Assist
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 Supervisor Assist
 Contains buttons that let the agent request assistance
from a supervisor
 Emergency Supervisor Assist – Immediately conferences
available Supervisor into the conversation
 Supervisor Assist – Places a call to the available
Supervisor
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CTI OS Desktop – Tools
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 Tools
 Contains buttons that invoke statistical displays,
initiate a chat session, record calls and report a bad
line.
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CTI OS Desktop – Statistics
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 Statistics
 Real-Time daily statistics
 Skill Group Information
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CTI OS Desktop – Chat
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 Chat Session – Initiates a chat session with a specified
user
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CTI OS Desktop – Bad Line Reporter
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 Bad Line Reporter – Logs instances of poor call quality
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CTI OS Desktop – Call Information
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 Call Information
 Displays the current call-related detail(s) as well as
variable information, where applicable
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CTI OS Desktop – Call Information
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CallID
The Call ID value assigned to this call by Unified CCE or the Unified ICME software
Status
The status of the call, such as Ringing, Talking, or Held
DNIS
The Dialed Number Identification Service number provided with the call
ANI
The calling line ID of the caller, usually the caller's phone number
CED
The digits entered by the caller in response to IVR prompting
DialedNumber
The number that the caller dialed
WrapUp
Call-related wrap-up data
CallType
The general classification of the call type
Var1 through Var10
Call-related variable data
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CTI OS Desktop – Status Bar
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 Status Bar
 Displays information about the status of the
softphone.
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Logging Out – Reason Codes
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 To Logout, the agent state MUST be in a Not
Ready state
 Click Logout button to “Logout”
 Select a Reason Code for logging out of the
system
 Click “OK”
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Logging Out
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On a successful logout, the following occurs:
 You are logged out of CTI OS Desktop and the ACD switch.
 All entries in the status bar at the bottom of the CTI Toolkit Agent Desktop
screen become blank except for Agent Status, which becomes “Unknown.”
 All Agent State Control buttons except Login are disabled.
 All Call Control buttons are disabled.
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Main Window Keyboard Accessibility
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 The following Buttons have corresponding Hotkey shortcuts
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CTI OS Desktop
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To start CTI Toolkit Agent Desktop, double-click the short-cut on the
desktop or go to:
Start  Program Files  Cisco Systems CTI Toolkit  IPCC Supervisor Desktop
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CTI OS Desktop
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Upon startup the CTI Toolkit Agent Desktop main screen appears.
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Supervisor Agent Advanced Features
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 Provides real-time agent status information of all agent
members managed by the supervisor.
 Provides call information (call data and events) of an
actively monitored agent (that is, the agent currently selected
in the Real-Time Statistics grid).
 Supports call monitoring features (silent monitor, barge in,
and intercept).
 Supports emergency and supervisor assist calls.
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Supervisor Agent Advanced Features
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 Allows exchange of text messages between the supervisor
and one of the agent team members (chat).
 Allows the supervisor to change the agent state of a
supervised agent to Logout or Ready, depending on the
agent’s current state.
 Enables supervisors to control their own states for receiving
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Managing Agents
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 Team State Information
 The Team State Information window provides you with
the current status of members of the agent team.
 Authorized supervisors can change the state of a monitored
agent to Ready and Logout.
 This section also includes buttons that allow the supervisor
to silent monitor, barge in, or intercept a call.
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Managing Agents
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Other supervisor functions include:
 Chat
 A supervisor can send a message to, or receive a chat
message from, a member of the agent team.
 When the chat message arrives at the supervisor
desktop, a CTI OS Chat window displays the message in
the Message Display section of the window.
 Agent Re-skilling
 Cisco Unified CC Enterprise includes the Agent Reskilling tool.
 This tool, an optionally installed browser-based
application separate from the Supervisor Desktop, lets
supervisors change the skill group designations of agents
on his/her team.
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Team State Information
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 Name
 The agent’s name.
 AgentID
 The agent’s ID, as assigned by the agent’s manager.
 State
 Current state of the logged in agent within voice domain.
 Time in State
 The amount of time the agent has been in the current
state.
 Login Name
 The used by the agent to login when login by agent
name is configured
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Team State Information
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The Team State Information section of the Team Real-Time
Status window displays the following information for agents
that are logged in:
 Skill-Name
 The names of the skill-groups to which the agent
belongs.
 Skill-group
 Identifies the skill groups to which the agent belongs.
Available for Call
 Indicates if the agent is available to take a call
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Agent State Control
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 The supervisor can use the Agent State Control to change the state of
monitored agents. Logout and Make Ready.
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Agent State Control
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To control the agent state, perform the following steps.
 Select the agent in the Team State Information grid.
 Click the Logout button to log the agent out, or the Make Ready button to put
the agent in a ready state.
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Silent Monitor - Start
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To Silent Monitor an agent, perform the following steps.
 Select the agent in the Team State Information grid.
 Click the Start Silent Monitor button
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Silent Monitor - Stop
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To Silent Monitor an agent, perform the following steps.
 Select the agent in the Team State Information grid.
 Click the Stop Silent Monitor button
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Team Real- Time - Agent State Control
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The Agent State Control window contains the following buttons used for call
control:
•
Barge-In. To barge in on an agent’s call, a supervisor needs to select an agent from
the Team State Information grid and then select a call from the Monitored Calls
section. When the supervisor clicks the Barge-In button, he or she now becomes a
party to the call.
•
Intercept. The Intercept button can only be used after barge-in. The supervisor
can use the Intercept button to drop the agent from the call, leaving only the
supervisor and the customer on the call.
–
Note: The supervisor must be in the Not Ready state in order to use the barge-in function.
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Monitored Calls – Barge-In
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To Barge in on an agents active phone call, perform the following steps.
 Stop Silent Monitor on an agent
 Select the agent in the Team State Information grid.
 Click the Barge-In button
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Monitored Calls - Intercept
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To Intercept an agents active phone call, perform the following steps.
 Select the agent in the Team State Information grid.
 Click the Barge-In button
Click the Intercept button
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Monitoring Calls
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 The monitoring calls section shows the following
information for the currently selected agent.
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Agent Re-skilling Tool
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To access to the Agent Re-skilling Tool launch Internet Explorer.
https://10.52.220.85/uiroot
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Re-skilling Tool – Supervisor View
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Re-skilling Tool – Supervisor View
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Re-skilling Tool – Edit Agent
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Re-skilling Tool – Edit Agent
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Questions and Answer Period
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Webview - Logging In
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To start viewing Webview Reports launch Internet Explorer.
https://10.52.220.85/um/
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Webview - Logging In
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 Webview Reporting
 Contains all reports used for Contact Center deployments
 Event Viewer
 Displays conditions reported to the Webview Server
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Webview - Logging In
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Home
 Clicking the Home option from any Webview Screen will
return you to this page.
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Webview - Main
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 Favorites
 Contain all saved “Favorite” reports. This allows commonly
used reports to be quickly generated.
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Webview - Main
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Job Scheduler
 Contain all saved scheduled jobs. This allows reports to
be saved, exported, or printed automatically.
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Webview – Main
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 Help
 Displays help for the
current page being
displayed by Webview.
 Provides a description
for all columns of a report
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Webview - Report Templates
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Five commonly used report type
templates:
 Agent Reports
 CallType Reports
 Peripheral
 Skill Group Reports
 Trunk Group Reports
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Webview – Agent Report
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Agent Reports show statistical
information for individual agents.
These can be used for evaluation
and monitoring purposes.
Agent Report Groups:
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Agent By Agent
Agent By Peripheral
Agent By Skill Group
Agent By Team
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Webview – Call Type Report
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Call Type reports show the most
complete view of the Contact Center.
 Service Level Agreement
 Errors
 Average Speed of Answer
 Total Call Volume
 Queued Call Volume
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Webview – Peripheral Report
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Peripheral Reports show the current
status of any IVR, ACD, or PBX
connected to the system.
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Webview – Skill Group Reports
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Skill Group Reports can be used
to monitor over-all performance of
skills. In most cases only
Peripheral Skill Group Reports will
be used.
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Webview – Trunk Group Report
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Trunk Group Reports display data
about trunk utilization to the IVR.
These reports can be used to monitor
growth of call volume. They can also
be used by administrative staff to
identify if IVR ports are sufficiently
sized for Contact Center activities.
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Webview - Report Template Types
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 Real-Time Templates – Display real-time
data for the contact center.
 Historical Templates – Display data from
selected time frames.
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Webview – Report Types
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Reports Displaying a
display data in
a spreadsheet or table format.
 Reports displaying a
in a graphical format.
display data
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Webview – Report Tools
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 Change Items
 Allows users to change selected
object being reported (Agent, Call
Type, etc.)
 Date / Time (Historical Report only)
 Allows users to change the time
frame being reported
 Drill Down (Select Reports only)
 Allows for more detailed data for
same time span such as Peripheral
Skill Group under Enterprise Skill
Group.
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Webview – Report Tools
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 Export Report
 Allows users to export reports into
formats such as Excel or HTML.
 Save Report Definition
 Allows users to save commonly
utilized reports for easy access. Also
allows report definitions to be saved
as favorites.
 Refresh (Real-Time Reports only)
 Allows users to control the rate at
which the screen refreshes.
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Webview – Report Tools
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 Thresholds
 Allow users to set visual indicators
for Contact Center conditions.
 Zoom
 Displays the size of data in the
viewing screen.
 Help
 Launches the help tool for the
displayed report.
 Refresh
 Refreshes the current page.
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Questions and Answer Period
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Engineering Passion – Innovative Results

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