Cisco ICM ソフトウェア WebView ユーザ ガイド Release 5.0

Index

A

access WebView 1-2

adminui.properties file 7-1

Agent By Agent templates A-1

Agent By Peripheral templates A-6

Agent By Skill Group templates A-4

Agent By Team templates A-3

Agent report category

ICM software WebView 2-5

WebView for E-Mail Manager 3-1

all fields templates 2-2, 4-1

Application Gateway 2-7

Application Gateway report category 2-7

Application Gateway templates A-7

Application Path 2-7

Application Path report category 2-7

Application Path templates A-7

Array subcategory 2-11

audience i

B

Base Only subcategory 2-12

base skill group 2-12

basic caching 7-1

Blended Agent 2-7

Blended Agent report category 2-7

Blended Collaboration 2-2

By Agent subcategory 2-6

By Peripheral subcategory 2-6

By Skill Group subcategory 2-6

By Team subcategory 2-6

C

cache purge time factor 7-2

cache refresh time 7-2

caching 7-1

customer call type filtering 7-1

disabling 7-2

disabling call type customer filtering 7-4, IN-1

disabling supervisor caching 7-3

enabling 7-2

enabling call type customer filtering 7-4

enabling supervisor caching 7-3

setting purge time factor 7-2

setting refresh time 7-2

call type 2-8

call type customer filtering 7-4

disabling 7-4, IN-1

enabling 7-4

Call Type report category 2-8

Call Type templates A-7

Campaign Query Rule subcategory 2-8

Cisco ICM software WebView 1-1

Cisco WebView for E-Mail Manager 1-1, 3-1

Collaboration Server 2-2

Custom Screen Builder 4-1

custom templates 4-1

how to create custom templates 4-1

using custom templates 4-2

D

Dialer Templates or Reports subcategory 2-8

drill-down event reports 6-2

drill-down report 1-3

E

e-mail 2-2

E-Mail Manager 2-2

E-Mail Manager report categories

Agent 3-1

Skill Group 3-1

System Performance By Mailbox 3-1

System Performance By Sender Address 3-2

System Performance By Track Number 3-2

Team Performance 3-2

E-Mail Manager role 1-2

E-Mail Manager WebView report categories

Global System Performance 3-1

e-mail report URL 1-3

enabling and disabling caching 7-2

enabling and disabling call type filtering 7-4

enabling and disabling supervisor caching 7-3

enterprise data 2-4

enterprise service 2-4, 2-11

enterprise skill group 2-4, 2-12

Enterprise Skill Group subcategory 2-12

Enterprise subcategory 2-11

event data 6-1

events 6-1

Event Viewer 1-4, 6-1

Event Viewer features 6-2

export event data 6-2

export report data 1-3

F

Favorites 1-4

filter event data 6-2

G

Global System Performance report category 3-1

H

historical templates and reports 1-3, 2-1, 3-1

I

ICM user 1-2

Import Rule subcategory 2-8

J

Job Scheduler 1-4, 5-1

M

media class 2-2

Blended Collaboration 2-2

e-mail 2-2

multi-session chat 2-2

single-session chat 2-2

voice 2-2

media field 2-2

multi-session chat 2-2

N

network trunk group 2-13

Network Trunk Group subcategory 2-14

New 7-1

New Atlanta Servlet Exec 7-1

non-voice task 2-3

O

obtaining documentation ii

obtaining technical assistance iii

P

peripheral gateway 2-9

Peripheral report category 2-9

peripheral service 2-11

peripheral skill group 2-12

Peripheral Skill Group subcategory 2-12

Peripheral subcategory 2-11

Peripheral templates A-8

peripheral trunk group 2-13

Peripheral Trunk Group subcategory 2-13, 2-14

permission 1-2

print job 5-1

R

real-time templates and reports 1-3, 2-1

refresh rate 1-3

related documents ii

report 1-3

report categories 2-5

Agent 2-5

Application Gateway 2-7

Application Path 2-7

Blended Agent 2-7

Call Type 2-8

Route 2-9

Routing Client 2-10

Schedule 2-10

Script Queue 2-10

Service 2-10

Skill Group 2-12

Trunk Group 2-13

report data formats 5-2

report definition 1-3

reporting categories

Peripheral 2-9

route 2-9

Route report category 2-9

route response 2-9

Route templates A-9

routing client 2-10

Routing Client report category 2-10

Routing Client templates A-10

routing requests 2-10

S

save to file job 5-2

Schedule report category 2-10

Script Queue report category 2-10

Script Queue templates A-10

service array 2-11

Service Array templates A-13

Service Enterprise templates A-13

service level

calculations 2-4

events 2-3

threshold 2-3

service level calculations 2-4

service level calls offered 2-4

Service Peripheral templates A-10

Service report category 2-10

services 2-11

setting cache purge time 7-2

single-session chat 2-2

skill group 2-12

Skill Group Base Only templates A-14

Skill Group Enterprise Skill Group templates A-16

Skill Group Peripheral Skill Group templates A-14

Skill Group report category

E-Mail Manager Webview 3-1

ICM software WebView 2-12

sort event data 6-2

supervisor caching 7-3

disabling 7-3

enabling 7-3

supervisor feature 1-2

System Performance By Category report category

E-Mail Manager report categories

System Performance By Category 3-1

System Performance By Mailbox report category 3-1

System Performance By Sender Address report category 3-2

System Performance By Track Number report categories 3-2

T

Team Performance report category 3-2

technical assistance iii

Technical Assitance Center iv

template 1-3

templates

Agent By Agent A-1

Agent By Peripheral A-6

Agent By Skill Group A-4

Agent By Team A-3

Application Gateway A-7

Application Path A-7

Call Types A-7

Peripheral A-8

Route A-9

Routing Client A-10

Script Queue A-10

Service Array A-13

Service Enterprise A-13

Service Peripheral A-10

Skill Group Base Only A-14

Skill Group Enterprise Skill Group A-16

Skill Group Peripheral Skill Group A-14

Trunk Group Network A-19

Trunk Group Peripheral A-18

thresholds 1-3

Trunk Group Network templates A-19

Trunk Group Peripheral templates A-18

Trunk Group report category 2-13

trunk groups for IP-IVR 2-13

U

update real-time data 2-1

upgrades 1-4

V

voice 2-2

voice task 2-3

W

WebView 1-1

WebView database 5-3

WebView features 1-3