Multimedia reporting

Most workforce management application vendors provide a multimedia option with their products that allows customers to categorize the statistics by interaction type. When using the multimedia option, the output for certain reports is slightly different. Also, configuration changes to the CIC server are required.

By default, the CIC server does not store media or interaction type data in reporting tables. To enable media-type logging, an administrator must configure the StatServer subsystem to log this information.

Note:
Because the process for enabling this feature is subject to change in future versions of CIC, this document does not include the instructions for enabling media type logging. Use the knowledgebase on the PureConnect Customer Care website for instructions.

To generate the output from the I3WFMService, use the same XSLT templates and style sheet that were covered previously in this document for standard historical reporting. To accommodate the requirements of your specific workforce management application, modify the templates and style sheet. The Marquee Packager application passes a style-sheet parameter that instructs the style-sheet templates to report data using the multimedia option.

For information about the differences in the output for these templates when the multimedia option is enabled, see the following:

• Chat application reporting

• Sample chat report output

• Email application reporting

• Sample email report output