The Real-Time Reporting Menu Option; The Real-Time Snapshot Config Menu Option - Cisco CRS-1 - Carrier Routing System Router Administration Manual

Chapter 16 The Tools Menu

The Real-time Reporting Menu Option

Note

The Real-time Snapshot Config Menu Option

• Cisco Desktop Product Suite—Click this hyperlink to install Cisco Desktop
Administrator, Supervisor Desktop, or Agent Desktop. For more information,
see Cisco Customer Response Solutions Supervisor Desktop Plug-in Tasks
and Cisco Customer Response Solutions Agent Desktop Plug-in Tasks.
• Cisco CRS Historical Reports—Click this hyperlink to install client-side
historical reporting. For more information, see
Cisco Customer Response Solutions Historical Reports User Guide.
Note If you will use Cisco Historical Reporting, the Cisco CRS Historical
Reports client system must be same version as the CRS system.
The Real-time Reporting tool is a Java applet that you can use to generate a variety
of reports that provide detailed information about the status of your CRS system.
You use the Application Reporting web page to access the Real-time Reporting
tool.
To access the Application Reporting web page, select Tools > Real Time
Reporting from the CRS Administration menu bar.
For complete information about using the Application Reporting component, see
Chapter 11, "Reporting on Real-Time CRS Data."
Many call centers use wallboards to display their real-time reporting status.
Wallboards can display data such as available agents in CSQs, call volumes, talk
times, wait times, and number of handled calls. You can enable the CRS system
to write Unified CCX real-time information to a database that can then be
displayed on a wallboard.
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
The Real-time Reporting Menu Option
16-3