Reporting Guide for Cisco Unified ICM Enterprise & Hosted Cisco Unified ICM Enterprise & Hosted Release 7.2(1) January 2012 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
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Table of Contents Preface ...........................................................................................................................................................1 Purpose .....................................................................................................................................................1 Audience ....................................................................................................................................................
Translation Routing..............................................................................................................................38 Skills Based Routing............................................................................................................................39 About Queuing.........................................................................................................................................39 ACD Queuing.....................................................
The Role of Default Skill Group in Reporting.......................................................................................82 Agent State and Task State Relationship.............................................................................................83 Reports that show Agent State............................................................................................................84 Reporting on Average Speed of Answer for Agents and Skill Groups.......................................
Reports that show Percent Utilization and FTE metrics....................................................................115 Reporting on Short Calls........................................................................................................................116 Abandoned Short Calls......................................................................................................................116 Answered Short Calls............................................................................
Calls Offered for Call Type does not seem correct over a half-hour interval......................................157 Total calls queued to each skill group is greater than calls offered for the day .................................157 Calls counted as errors in Call Type reports......................................................................................158 Calls offered to the Call Type is greater than total calls offered to skill group....................................
Configuration for Agent Reporting..........................................................................................................189 Autoconfiguring Agents......................................................................................................................190 Configuring Agent Data and Agent State Trace.................................................................................190 Configuring Agent Not Ready Reason Codes........................................................
List of Figures Figure 1: Central Controller...............................................................................................................................................8 Figure 2: Peripheral and Peripheral Gateway..................................................................................................................10 Figure 3: Administrative Workstation..............................................................................................................................
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.
Preface Purpose Welcome to the Reporting Guide for Cisco Unified ICM Enterprise & Hosted. This guide explains how reporting data is generated and how to interpret reporting data in a Cisco Unified ICM environment. This guide also helps you understand the importance of configuration and scripting for accurate reporting data.
Preface Organization Because reporting functionality and concepts are identical for Unified ICME and Unified ICMH, this guide uses 'Unified ICM' to refer to the product. The new product names are being introduced in phases. In the 7.1(1) release, the new names refer to the product as a whole. They are not yet used for functions and utilities in the user interface. This guide refers to the product as a whole by its new name.
Preface Related Documentation This section explains how Media Routing Domains and Media Classes are used, how agent availability and route ability is determined, and the differences in report data between voice tasks and non-voice tasks. • Reporting Implications of Data Loss and Component Fail over (page 143) This section explains 'data holes' and what happens to reporting data when components in the Unified ICM system fail over.
Preface Conventions • ARI Deployment Guide for Cisco Unified Intelligent Contact Manager Enterprise Refer to the following documentation for WebView information: • WebView Installation and Administration Guide for Cisco ICM/IPCC Enterprise & Hosted Editions • WebView Reporting Online Help • Template Design Guide Using InfoMaker for Cisco ICM/IPCC Enterprise & Hosted Editions Conventions This manual uses the following conventions: Convention Description boldface font Boldface font is used to indicate co
Preface Obtaining Documentation and Submitting a Service Request Convention Description • A character string that the user enters but that does not appear on the window such as a password. Obtaining Documentation and Submitting a Service Request For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What’s New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: http://www.cisco.
Preface Documentation Feedback Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.
Chapter 1 System Architecture and Reporting Cisco Unified ICM software distributes incoming telephone calls and web-initiated requests to the appropriate available agent across multiple contact centers. It does this by tracking activity on all monitored devices. This includes tracking the current call handling state of each agent, the number of agents in a particular state, and the time that agents spend in these states.
Chapter 1: System Architecture and Reporting Central Controller • Voice Response Units (VRUs), page 18 • System Deployment Model, page 19 Central Controller Figure 1: Central Controller The Central Controller serves as the clearinghouse for routing and reporting data. It does this by receiving route requests, making routing decisions, and monitoring data messages about what is happening in the system.
Chapter 1: System Architecture and Reporting Peripherals and Peripheral Gateways The Router serves as a real-time server by immediately forwarding this data directly to the Administrative Workstations so that it is available to appear in reports. The Router also writes records to the Central Database on the Logger.
Chapter 1: System Architecture and Reporting Peripherals and Peripheral Gateways Each peripheral requires a connection to a PG, and Unified ICM software has unique PGs for each device it supports. There are PGs that connect to Voice Response Units (VRUs). There are Media Routing PGs, used to send routing requests from multichannel options that are integrated into the system. There are also specific PGs that connect to ACDs.
Chapter 1: System Architecture and Reporting Peripherals and Peripheral Gateways These processes are detailed in the next few pages. PG Processes Four processes on the Peripheral Gateway are critical to reporting: the Peripheral Interface Manager (PIM), the Message Delivery System (MDS), the Open Peripheral Controller (OPC), and the Peripheral Gateway Agent process (PG Agent).
Chapter 1: System Architecture and Reporting Peripherals and Peripheral Gateways Process on the CallRouter, which is called the Central Controller Agent (CC Agent). The protocol used between the two agent processes is the Device Management Protocol (DMP). Open Peripheral Interface Data Elements To interface with the Central Controller Agent, OPC uses the Open Peripheral Interface (OPI). The Open Peripheral Interface (OPI) defines the objects that control the flow of OPCI messages from OPC to the Router.
Chapter 1: System Architecture and Reporting Peripherals and Peripheral Gateways at a peripheral. It is generated for each call that arrives at a peripheral (provided the proper monitoring is enabled for the peripheral). • If there is a Call Alert event, the amount of time the call spent ringing is added to the Call object for RingTime in the Termination_Call_Detail record. RingTime is the number of seconds that the call spent ringing at the agent’s teleset before being answered.
Chapter 1: System Architecture and Reporting Peripherals and Peripheral Gateways Two Models of Reporting The PIM is responsible for general monitoring functions that include accessing data on the peripheral regarding agent groups, service, routes, trunk groups, and agents. The level of data provided by the PIM is determined by the types of CTI links available on the peripheral. The PIM can retrieve ACD statistics by using an event-based CTI feed, an aggregate data CTI feed, or both.
Chapter 1: System Architecture and Reporting Administrative Workstations • to validate agent state transitions. OPC on the ARS PG With the ARS PG, the role of the OPC is enhanced as follows: • to include support for the Agent Routing Service peripheral type. • to provide support for delivering calls and call context to agents on the ACD/PBX. • to synchronize agent availability as seen on the ACD/PBX with the state used by the Unified ICM when routing calls.
Chapter 1: System Architecture and Reporting Historical Data Server • Can have an HDS Database, if the HDS option is enabled at setup • Can also be a WebView Server (page 17) • Has all the Unified ICM AW tools • Acts as a data distributor to the other AW(s) A Client AW has these characteristics: • Has all Unified ICM AW tools • Is not a real time distributor • Has no databases • Cannot be a WebView Server • Must point to a Distributor AW/HDS for configuration and real time data information Figure 3: Admini
Chapter 1: System Architecture and Reporting WebView Server The HDS contains only historical data (page 25) and call detail data (page 26) forwarded from the Logger. This historical data is not accessed directly, but rather through views that exist in the local Admin Workstation database. To retrieve information for historical reports (page 30), WebView connects to the AW where the HDS resides. See also Planning for the HDS (page 66).
Chapter 1: System Architecture and Reporting Agent/Supervisor Desktops Agent/Supervisor Desktops Unified ICM supports two server-based CTI solutions that provide desktops for contact center agents and supervisors. These are Cisco CTI Object Server (CTI OS) and Cisco Agent/Supervisor Desktop (CAD). Certain settings must be configured on the Agent Desktops to match corresponding settings configured in Configuration Manager.
Chapter 1: System Architecture and Reporting System Deployment Model Because VRUs support different features and behave differently, reporting data is affected by the type of VRU you have deployed in your system. See also Understanding Routing and Queuing (page 37). System Deployment Model This image shows one deployment of the components covered in this chapter. See Chapter 4 for other deployment models (page 42).
Chapter 1: System Architecture and Reporting System Deployment Model Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.
Chapter 2 Understanding Reporting This chapter contains the following topics: • • • • Reporting Concepts, page 21 Reporting Data, page 23 How the WebView Application Presents Reporting Data, page 27 Comparing Data across Reports, page 32 Reporting Concepts This section explains several concepts used in reporting. Concept Definition See Also Call Types A Call Type is a category of incoming call.
Chapter 2: Understanding Reporting Reporting Concepts Concept Definition See Also Services in the Unified ICM System are configured to map to an application on the peripheral that provides the service. For example, a Service on Unified ICM might map to an Application on Aspect or to a VDN on Avaya. Reporting on Customer Experience (page 99) Configuring Services and Enterprise Services (page 194) Each Service has one or more member skill groups whose agents are able to provide the service.
Chapter 2: Understanding Reporting Reporting Data Concept Definition See Also Understanding Routing and Queuing (page 37) Reporting Data Unified ICM manages high volumes of call data, which are processed on the Central Controller. This data is also available to WebView reporting users. This section explains how reporting data is replicated in the system and how it is presented in WebView reports.
Chapter 2: Understanding Reporting Reporting Data Figure 6: ICM Data Environment Real-Time Data In real-time, each PG passes current status information to Unified ICM software. This current (real-time) data, which is kept in the Router's memory, includes data about agents, skill groups, services, Call Types, trunk groups, and other entities.
Chapter 2: Understanding Reporting Reporting Data Real-time Data Description Time Increments Half "Half" values contain a value for the current half-hour. The current half-hour is defined as the time period falling between xx:00:00 and xx:29:59, or xx:30:00 and xx:59:59. For example, if it is currently xx:18:33, the CallsOfferedHalf real-time element contains a value that reflects the first 18 minutes and 33 seconds of the specific half-hour.
Chapter 2: Understanding Reporting Reporting Data Historical Data Description For example, if a call is offered at 15:47:00, it will be counted as an offered call in the 15:30:00 to 15:59:59 half-hour interval. Data for this half-hour interval is not written to the database until the interval is complete (for example 16:00:00). Therefore, the latest calls offered half-hour data is available for the previous completed half-hour interval (that is, the 15:00:00 to 15:29:59).
Chapter 2: Understanding Reporting How the WebView Application Presents Reporting Data A Termination_Call_Detail record is generated for each call that arrives at a peripheral (provided the proper monitoring is enabled for the peripheral). Specifically, the CallRouter creates the Termination_Call_Detail record when it receives a “ClosedCallInd” message from the Open Peripheral Controller (OPC).
Chapter 2: Understanding Reporting How the WebView Application Presents Reporting Data • agent03: Agent Media Logout Status shows logon duration, logout date-time for each agent. • agtper03: Agent Peripheral Media Logout Status shows logon duration and logout date-time for each agent by peripheral. • agtskg03: Agent Logout Status Table shows logon duration and logout date-time for each agent by skill group.
Chapter 2: Understanding Reporting How the WebView Application Presents Reporting Data Each report that allows drill-down has one default drill-down report that opens directly from a hyperlink on the report window, as well as additional drill-down sub-reports that you access by clicking the Drill Down menu option. Once the new report is launched, you can save it as a separate report definition. Drill-down reports have the same dates and times defined as the report from which they were launched.
Chapter 2: Understanding Reporting How the WebView Application Presents Reporting Data Figure 8: Icons for Graphs and Tables Caltyp04 is a graphical report. Caltyp20 is a table. Item and Date/Time Selections Items When you create a report, WebView presents a Selection list of all valid items that the report can include. For example, when you create a Call Type report, you see a list of all Call Types that have been configured. From these lists, you can select a maximum of 1,000 items for the report.
Chapter 2: Understanding Reporting How the WebView Application Presents Reporting Data WebView Report Categories to meet Enterprise Reporting Needs This table shows the correlation between the WebView report categories and the type of performance they monitor. Use this WebView Category To Monitor Agent (page 165) Agent Performance and Productivity • By Agent (page 166) See Chapter 5 (page 77).
Chapter 2: Understanding Reporting Comparing Data across Reports Use this WebView Category To Monitor Service (page 175) Customer Experience • Enterprise (page 175) See Chapter 6 (page 99).
Chapter 2: Understanding Reporting Comparing Data across Reports • Differences in supported concepts and terminology Differences in supported concepts and the way that similar concepts are implemented can cause variations in the data available to measure agent performance and customer experience. For example, while Unified ICM and an ACD might both support the concept of agent states, the ACD might not support as many state options as the Unified ICM software.
Chapter 2: Understanding Reporting Comparing Data across Reports Half-hour Boundary Issues Counts that would typically match up for a day, such as CallsOffered and CallsHandled, might not always match up over specific half-hour intervals. This is because the counts for some data elements might be increased across half-hour boundaries. Consider this example: at 8:55, a call comes in to the contact center and is answered by an agent. The agent completes the call at 9:05.
Chapter 2: Understanding Reporting Comparing Data across Reports Call Type reports in Unified ICM primarily provide call routing statistics and contain no other call handing statistics., unless they used translation routing. You might notice that data for a Call Type and the skill group(s) related to the Call Type through a routing script do not match. If a skill group is used in multiple scripts, reporting for that skill group includes data for all of the Call Types to which it is assigned.
Chapter 2: Understanding Reporting Comparing Data across Reports Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.
Chapter 3 Understanding Routing and Queuing This chapter presents basic routing concepts. It also explains the two types of queuing models for reporting and how they affect reporting metrics.
Chapter 3: Understanding Routing and Queuing About Routing The Unified ICM bases pre-routing decisions on real-time data gathered by the PGs at the call center sites. Unified ICM then runs the appropriate script that defines how the call is to be routed. A pre-routing request therefore determines the initial destination for a call. Post-Routing Post-routing is a routing decision made after the call has initially been processed at a VRU or call center.
Chapter 3: Understanding Routing and Queuing About Queuing • The term TranslationRouteToVRU is used when calls are translation routed to a peripheral that is a VRU. Translation routing plays a significant role in the accuracy of reporting and allows for 'cradle-to-grave' call tracking and reporting. Some reporting metrics gathered for Call Types and skill groups are applicable only if calls are translation-routed.
Chapter 3: Understanding Routing and Queuing About Queuing • A third-party VRU that supports service control and is connected to Unified ICM by a VRU PG • A VRU at the TDM Network that supports service control and is connected to Unified ICM by a NIC • For deployments where Unified ICM provides integration to an ACD for agent level routing using the ARS PG, the ACD itself is used as the telephony platform that queues the call as directed by the ICM.
Chapter 3: Understanding Routing and Queuing About Queuing – When the Unified ICM software is used to provide initial call treatment and/or enterprise queuing, the Unified ICM software reports on enterprise queue metrics. However once the call is routed to an ACD the ACD may queue the call. In this case, Unified ICM software reports on both enterprise queue and ACD queue metrics. – The Unified ICM system uses a Service Control VRU as the telephony platform for enterprise queuing.
Chapter 3: Understanding Routing and Queuing Understanding Different Deployments Skill Group Metrics When a call is translation-routed: • The Skill Group Answered metrics only include time spent in the ACD queue. When a call is not translation-routed: • The Skill Group Queued metrics are applicable.
Chapter 3: Understanding Routing and Queuing Deployments with Enterprise Routing The ICM System can be deployed with different types of Peripheral Gateways to meet the call center needs in your enterprise.
Chapter 3: Understanding Routing and Queuing Deployments with Enterprise Routing • Network VRU1 can be any Service Control VRU that can be used to provide initial call treatment and serve as the telephony platform for queuing calls across all call center ACDs. VRU1 can also be used for information gathering and self-service.
Chapter 3: Understanding Routing and Queuing Deployments with Enterprise Routing Figure 10: Sample Script for Enterprise Routing The script illustrated above shows an example of pre-routing and ACD queuing, processed as follows: 1. The script is associated with a Call Type to route Support calls. 2. The script uses caller entered digits (CED) to determine the skill group (Laptop Support or Server Support) required to handle the call and/or the Service treatment (Support) required by the caller. 3.
Chapter 3: Understanding Routing and Queuing Deployments with Enterprise Routing • Are you using ACD queuing or Enterprise queuing? • Are you using Translation Routing to route calls to the ACD? The information is therefore presented based in four scenarios: Scenario One: Calls are Queued on the ACD and are not Translation Routed. (page 46) Scenario Two: Calls are Queued on the ACD and are Translation Routed. (page 47) Scenario Three: Calls are Enterprise Queued and are not Translation Routed.
Chapter 3: Understanding Routing and Queuing Deployments with Enterprise Routing Report Focus Reporting Statistics Needed Report Category Key Statistics Transfers Skill Group For calls routed to skill groups and queued calls Peripheral Skill Group Queue Statistics (ACD Queue) Enterprise Skill Group Abandons RONA After the call is answered by Peripheral Skill Group agent Enterprise Skill Group ASA Calls Handled Avg. Handle Time Avg.
Chapter 3: Understanding Routing and Queuing Deployments with Enterprise Routing Scenario Three: Calls are Enterprise Queued and are not Translation Routed For Enterprise reporting, use the following report categories: • Use Enterprise Service (page 175) reports for an enterprise view of some reporting statistics for the application.
Chapter 3: Understanding Routing and Queuing Deployments with Agent Level Routing • Use Call Type (page 172) and Enterprise Skill Group (page 179)reports for enterprise view of queued and abandon in queue statistics for the application and skill group respectively. • Use Enterprise Skill Group (page 179) reports for enterprise view of reporting statistics when routed to a particular skill group.
Chapter 3: Understanding Routing and Queuing Deployments with Agent Level Routing The call treatment is done through the use of Call Types and associated scripts. It is the Unified ICM in this case that controls queuing and chooses the agent required to handle the call. The Unified ICM software provides the ACD functionality and the ACD itself becomes a simple PBX that connects a call to an agent as directed by the Router. In the illustration below, the Unified ICM is connected with two ACDs using ARS PGs.
Chapter 3: Understanding Routing and Queuing Deployments with Agent Level Routing Note: A custom formula using real-time skill group metrics in the ICM scripts is required to calculate the expected wait time for site selection. • Agent Level Routing: The Unified ICM software has the ability to route a call directly to an agent. It is also possibly to queue a call for an agent, using the "Queue to Agent " node in the script. It is the Unified ICM software that chooses the agent for handling the call.
Chapter 3: Understanding Routing and Queuing Deployments with Agent Level Routing 3. The script uses the LAA (longest available agent) node to look for an available agent across the enterprise who can handle the call. Once an available agent is found across the two call centers, Unified ICM selects the agent and provides instructions to the routing client to direct the call to the agent. 4.
Chapter 3: Understanding Routing and Queuing Deployments with Hybrid Routing Report focus Reporting Statistics Needed Report Category Key Statistics Transfers Skill Group Calls routed to a skill group Peripheral Skill Group & Enterprise Skill Group Queued calls Queue Statistics Abandons RONA Service Levels After call is answered by an Peripheral Skill Group & agent Enterprise Skill Group ASA Calls Handled Avg.TalkTime Avg.
Chapter 3: Understanding Routing and Queuing Deployments with Hybrid Routing Routing and Scripting The manner in which you configure and script your Unified ICM system in this deployment greatly affects the accuracy and usefulness of your reporting metrics. This section assumes that calls are shared and routed across call centers for the application and are managed the same way.
Chapter 3: Understanding Routing and Queuing Deployments with Hybrid Routing – Avoid having agents transfer calls directly to other agent stations or agent IDs. Instead, use post routing capabilities to have Unified ICM provide treatment and queuing for transferred calls. – Avoid handling Redirection on No Answer (RONA) situations on the ACD. Instead use post routing capabilities to have the RONA calls routed by the Unified ICM. 4. Plan for Call Type Reporting.
Chapter 3: Understanding Routing and Queuing Deployments with Hybrid Routing Figure 12: Sample Script for Hybrid Routing The script above is used for the following: 1. The script is associated with a Call Type to route support calls. The call type is used to define the treatment provided by the call centers. 2. The script uses Caller entered digits (CED) to determine the skill group (Laptop Support or Server Support) required to handle the call. 3.
Chapter 3: Understanding Routing and Queuing Deployments with Hybrid Routing Reporting Considerations In order to get accurate and useful reporting metrics in this type of deployment, it is important to consider several factors that affect reporting as discussed in the reporting consideration sections for Enterprise Routing (page 45) and for Agent Level Routing (page 52).
Chapter 3: Understanding Routing and Queuing Deployments with Hybrid Routing Report focus Reporting Statistics Needed Report Category Key Statistics Redirection on No Answer (RONA) After call is answered by an Call Type agent ASA Calls Handled Transfers Skill Group Calls routed to a skill group Peripheral Skill Group & Enterprise Skill Group Queued calls Queue Statistics Abandons RONA Service Levels After call is answered by an Peripheral Skill Group & agent Enterprise Skill Group ASA Calls Handl
Chapter 4 Planning for Reporting There are guidelines to consider while planning your system for effective reporting.
Chapter 4: Planning for Reporting Planning for Your Deployment • Created the Historical Data Server (HDS) (page 16). • Installed the third-party software on the WebView server (page 17). • Installed the WebView application and selected the correct database locations. • Planned for database sizing, based on your reporting needs. See the Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1) Hardware and System Software Specifications (Bill of Materials) for specifications on database size.
Chapter 4: Planning for Reporting Planning for Configuration and Scripting Configured entities are stored as records in database tables. For Unified ICM Configuration, entities include agents, Call Types, dialed numbers, labels, routes, translation routes, trunks, trunk groups, and network trunk groups, services and service members, skill groups, peripheral monitors, and targets. See Configured Entities that Capture Reporting Data (page 185) for the full list of the entities.
Chapter 4: Planning for Reporting Planning for Configuration and Scripting Planning for Naming Conventions Before configuring the system, consider how you want to name the reporting entities that you will be configuring—such as peripherals, skill groups, and agents. The configured names for these entities appear in the WebView user interface as selection criteria ('items') for reports. When you generate a WebView report, you can select up to 1000 items from a list.
Chapter 4: Planning for Reporting Planning for Agent Reporting Routing script data are stored in the Central Controller database. You cannot alter scripts directly. Instead, you create and maintain routing scripts with the Script Editor, one of the tools on the ICM Admin Workstation. Changes that you make are applied to the AW local database, immediately update the Central Database on the Logger, and are copied to all local AW databases.
Chapter 4: Planning for Reporting Planning for Call Types • Chapter 5: Reporting on Agents (page 77) Planning for Call Types A Call Type is a category of incoming call. Based on the Call Type, the Router selects the routing script that ultimately sends the call to an appropriate agent. Each Call Type has a schedule that determines which routing script or scripts are active for that Call Type at any time.
Chapter 4: Planning for Reporting Planning for Custom Reporting Do you plan to report on individual transactions within Network VRU Self-Service or Information Gathering applications? If so, you might configure a separate Call Type for each transaction. Do you want to separate Information Gathering VRU metrics from queue metrics? If so, you might configure a separate Call Type for queuing. Do you plan to use Outbound Option? If so, create a separate Call Type for Outbound Option calls.
Chapter 4: Planning for Reporting Planning for the HDS Refer to the Template Design Guide Using InfoMaker for more information about creating custom reports. Planning for the HDS Follow these guidelines to ensure that your Historical Data Server (page 16) is configured to meet reporting needs: • Decide how many Historical Data Servers you require. The number of Historical Data Servers that you configure depends on how long the HDS will take to back up and on your reporting demands.
Chapter 4: Planning for Reporting Planning for Enterprise Routing and Enterprise Reporting reaches maximum capacity before the HDS has completed the backup, updates to the database stop until an administrator manually empties the log. It is preferable to back up at a regularly scheduled time when the contact center is not busy. You can also take the HDS offline and perform a backup. However, the HDS is not available for reporting when it is offline.
Chapter 4: Planning for Reporting Planning for Service and Enterprise Service Reporting Also see Chapter 3 (page 37). Planning for Service and Enterprise Service Reporting Service refers to a particular type of processing required by the caller. Services in the Unified ICM System are configured to map to an application on the peripheral that provides the service. For example, a Service on Unified ICM might map to an Application on Aspect or to a VDN on Avaya.
Chapter 4: Planning for Reporting Planning for Service Level To run Enterprise Service reports, use the WebView Services by Enterprise report templates (page 175). See also • Configuring Services and Enterprise Services (page 194) • Service Reports (page 101) Planning for Service Level Service level help you to set and measure goals for answering calls. Service levels are configurable.
Chapter 4: Planning for Reporting Planning for Short Calls If you do not specify a service level threshold for an individual service, the default threshold you specified for the peripheral is used. • If you are using translation routing and doing enterprise queuing, you might also want to configure service level for call types. You can configure it globally, or you can configure it for individual call types. Service Level Type Service level type determines how abandoned calls affect service level.
Chapter 4: Planning for Reporting Planning for Skill Groups and Enterprise Skill Groups • You can choose how abandoned calls affect the Service Level—negatively, positively, or not at all. • You can configure answered short calls for agents and skill groups. • You cannot configure answered short calls for Call Type. • You can choose not to count any answered calls as short calls regardless of how quickly they terminate.
Chapter 4: Planning for Reporting Planning for Skill Groups and Enterprise Skill Groups Sub-skill groups do not imply priority in scripting. You must indicate the priority of each sub-skill group in the script. Each sub-skill group is treated as a separate skill group by the Central Controller. Data from sub-skill groups automatically rolls up into base skill groups. You can have a mix. That is, you can configure some skill groups with sub-skill groups and have others without sub-skill groups.
Chapter 4: Planning for Reporting Planning for Transfer and Conference Reporting both SkillGroup1 (PrinterSales) and SkillGroup2 (PrinterSupport) and if SkillGroup1 and SkillGroup2 are associated with the same Enterprise Skill Group, you will see two calls reported as queued for that Enterprise Skill Group. Planning for Transfer and Conference Reporting Unified ICM supports transfers and conferences to skill groups and transfers and conferences directly to agents.
Chapter 4: Planning for Reporting Planning for Translation Routing • Reporting on Agent Call Transfers and Conferences (page 93) Planning for Translation Routing Consider whether you want to implement Translation Routing. Translation Routing allows you to: • Do cradle-to-grave reporting. • Transfer call data between sites when using Cisco CTI. • Track calls between sites. • Use Call Type reporting more effectively, as certain Call Type statistics are not available if you do not do translation routing.
Chapter 4: Planning for Reporting Planning for VRU Application Reporting Planning for VRU Application Reporting Your enterprise might implement one or more types of VRU applications to provide initial call treatment and enterprise queuing across all ACD sites: These VRU applications can be used as follows: • In Self-Service applications, the customer can obtain information through a series of VRU prompts, and the entire transaction occurs within the VRU.
Chapter 4: Planning for Reporting Planning for VRU Application Reporting use this variable to determine how many calls the application did not handle, how many were handled, how many were transferred to an agent at the caller's request, how many were not able to navigate and were redirected to an agent, and how many encountered error conditions and were redirected to an agent.
Chapter 5 Reporting on Agents Managing agents in a contact center can assist with measuring performance, determining incentives, and identifying training needs. In the Unified ICM system, an agent is associated with a peripheral and is a member of one or more skill groups. Agents might also be organized into teams. The Agent Reports category in WebView offers more than 60 reports on agent performance and activity. You can find a list of all Agent Reports in Appendix A (page 165).
Chapter 5: Reporting on Agents What Agent Data do you Want to See? • Reporting on Agent Redirection on No Answer, page 92 • Reporting on Agent Call Transfers and Conferences, page 93 • Reporting on Agent Teams, page 98 What Agent Data do you Want to See? The reporting templates you use to monitor agent activity and task performance depend on several factors, including your role in the contact center and the type of data you want to see.
Chapter 5: Reporting on Agents Reporting on Agent Activity in Skill Groups • Agent By Skill Group (page 167) Generate Agent By Skill Group reports to view current activity for agents in a skill group or to measure and compare agent performance trends for a skill group. This category is useful for contact center supervisors or team leads who are responsible for certain skill groups.
Chapter 5: Reporting on Agents Reporting on Agent States • agtskg20: ICM Agent Skill Group Real Time • perskg39: Peripheral Skill Group Logout Real Time • agtskg21: Agent Skill Group Summary Half Hour • agtskg03: Agent Skill Group Media Status Logout Report For the complete list of Agent by Skill Group templates, see Appendix A (page 167). Reporting on Agent States Agent states are determined based on an agent’s activity within a skill group.
Chapter 5: Reporting on Agents Reporting on Agent States State in Skill Group Description for all MRDs except Multi-session Chat Description for Multi-session Chat MRD If the agent is handling a voice call, the state with respect to a task associated agent enters Not Active state when with this skill group. wrap is complete. If the agent is handling a non-voice task, the agent might enter Not Active or Not Ready state when wrap up is complete.
Chapter 5: Reporting on Agents Reporting on Agent States State in Skill Group Description for all MRDs except Multi-session Chat Description for Multi-session Chat MRD Work Ready, Reserved, or Paused in another skill group in the same MRD. Not Active The agent is not working on any task The agent is not working on any task or call associated with this skill group. or call associated with this skill group. Not Ready The agent is not available to be assigned a task.
Chapter 5: Reporting on Agents Reporting on Agent States For non-voice tasks, the default skill group is also used when the Queue to Agent node is used to queue a task to an agent if the agent is not logged into the skill group specified in the Queue to Agent node.
Chapter 5: Reporting on Agents Reporting on Average Speed of Answer for Agents and Skill Groups Reports that show Agent State These are some reports that show information on Agent State: • agteam32: Agent Team State Counts Real Time • agtper20: Agent Peripheral Real Time Report • agteam32: Agent Team State Counts Real Time For the complete list of agent templates, see Appendix A (page 165). Note: Certain reports indicate how many agents are in different states.
Chapter 5: Reporting on Agents Reporting on Agent Logout Reason Codes internal queue time, ring time and network time and adds it into AnswerWaitTimetoHalf in the agent skill group table. AnswerWaitTime is then divided by the CallsAnswered for the agent. ASA for the Skill Group The ASA is calculated for the skill group at the PG level. When doing Enterprise Queuing, the time spent in the enterprise queue is not used in the calculation of AnswerWaitTime. The calculation includes the ACD queue time only.
Chapter 5: Reporting on Agents Reporting on Agent Logout Reason Codes In addition to the codes configured at the desktop, some codes are generated automatically when the agent is logged out by the software. the table below describes these predefined Logout Reason codes. Note: Check your ACD Supplement Guide to make sure that Agent Logout Reasons codes are supported for your ACD.
Chapter 5: Reporting on Agents Reporting on Agent Not Ready Reason Codes • agtper03: Agent Peripheral Media Status Logout Report Reporting on Agent Not Ready Reason Codes There are WebView reports that show the codes agents select when entering Not Ready state, calculate the percentage of time spent in the Not Ready state, and specific Not Ready reasons based on the time range you specify.
Chapter 5: Reporting on Agents Reporting on Agent Task Handling Reporting on Agent Task Handling Agents can receive and place many different types of tasks. WebView reports show you what kind of tasks agents are handling and how well they are handling them. For example, there are reports that display statistics for calls placed, received, transferred, and conferenced. There are reports that indicate how many calls were rerouted when the agent failed to answer the call.
Chapter 5: Reporting on Agents Reporting on Agent Task Handling Type of task Description Reported As Outgoing external These are calls initiated by agents from their extension that are placed External Out Tasks off-switch or pass through a voice gateway. Outgoing External Tasks are always voice tasks. Consult, conference out, and transfer out calls are counted as outgoing external calls if they are placed off-switch or to remote agent extensions at another site.
Chapter 5: Reporting on Agents Reporting on Agent Task Handling Type of task Description Reported As Transferred out Calls that are transferred from an agent. An agent can transfer both incoming and outgoing calls. Transfer Out Data for these calls are stored in the TransferredOut fields of the Agent_Skill_Group_Half_Hour historical database table. Consultative Calls in which an agent consulted with another agent or supervisor while Cons Out having another call on hold.
Chapter 5: Reporting on Agents Reporting on Agent Performance for Outbound Option Dialing Campaign Calls • Consultative tasks - The time for these tasks begins when the agent activates the transfer button and ends when the target agent answers and the held task is restored (drop consultative call) or consult party drops. The time is stored in the ConsultativeCallsTimeToHalf field. • Conferenced in tasks - The time for these tasks begins when the agent answers the task and ends when the task disconnects.
Chapter 5: Reporting on Agents Reporting on Agent Redirection on No Answer To interpret agent data for Outbound Option tasks, you need to understand how Outbound Option reserves agents, reports calls that are connected to agents, and handles calls dropped by customers before the calls are connected. When the Outbound Dialer initiates a call to a customer, it reserves the agent assigned to handle the call by placing a reservation call to the agent and changing the agent's state to Hold.
Chapter 5: Reporting on Agents Reporting on Agent Call Transfers and Conferences Reports that show Agent RONA Statistics These reports contain information on Agent RONA: • agtskg07: Agent Task Analysis • agtskg26: Agent Skill Group Consolidated Daily • agteam24: Agent Team Performance Summary Daily For the complete list of agent templates, see Appendix A (page 165). Reporting on Agent Call Transfers and Conferences Voice calls can be transferred or conferenced.
Chapter 5: Reporting on Agents Reporting on Agent Call Transfers and Conferences For Enterprise Queuing, when the agent activates the transfer or conference button and selects a number to which to transfer or conference the call, the dialed number is sent to the Router from the agent's PG. This dialed number determines the Call Type, which in turn selects the transfer routing script.
Chapter 5: Reporting on Agents Reporting on Agent Call Transfers and Conferences Note: If you are using CVP as the VRU, the transfer can be performed through a network transfer. If the network transfer is used, the TransferIn and TransferOut fields do not display data for these transfers.
Chapter 5: Reporting on Agents Reporting on Agent Call Transfers and Conferences In this example, agent A is presented with an ACD call for skill group Y. Agent A selects skill group X via the ACD number (which accesses a script) and initiates and completes a blind transfer. The InternalCalls and TransferOut fields are then incremented for Agent A against skill group Y. After wrap-up is completed, the CallsHandled field is incremented for agent A against skill group Y.
Chapter 5: Reporting on Agents Reporting on Agent Call Transfers and Conferences Agent B or the caller disconnects. InternalCallsRcvd and Conference Out are incremented against the ACD-picked skill group for agent B.
Chapter 5: Reporting on Agents Reporting on Agent Teams Reporting on Agent Teams An agent team is an organizational tool that is configured to reflect the reporting structure in a contact center. Agent teams are not targets for call routing. They are valid for agent team reporting only and serve as a vehicle by which supervisors can monitor the agents for which they are responsible. Report on agent teams to monitor the performance of a particular team.
Chapter 6 Reporting on Customer Experience Measuring customer experience involves monitoring how efficiently and effectively calls are treated in the system. This might include the number of calls received, the number of calls handled and abandoned, queue time, average speed of answer, and whether Service Level objectives are being met. This section explains which reporting metrics are useful for measuring customer experience and which report templates contain these metrics.
Chapter 6: Reporting on Customer Experience What Customer Experience Data do you Want to See? • Average Speed of Answer (ASA) • Number of calls received • Number of calls handled • Number of calls abandoned • How long callers waited in queue • Number of calls queued for an available agent • Whether Service Level objectives are being met • Whether the caller had to be transferred • Number of callers that heard a busy signal • Number of calls that encountered an error The following table describes the WebVie
Chapter 6: Reporting on Customer Experience What Customer Experience Data do you Want to See? Reporting Needs Report Category services, such as Sales or Technical Support You want to evaluate the performance of related services in several contact centers across the enterprise. Who Use this Category of calls agents are handling, the number of calls in queue, the time in seconds for delays in queue.
Chapter 6: Reporting on Customer Experience Reporting on Average Speed of Answer for Call Types and Services Call Type reports can be used for the following purposes: • Cradle-to-grave reporting for call handling statistics when calls are translation routed • Reporting on calls grouped for the purposes of global call treatment • Reporting on Enterprise Queuing statistics • Providing enterprise wide routing statistics for your Call Center, such as the number of calls routed to different peripherals and the
Chapter 6: Reporting on Customer Experience Reporting on Abandoned Calls Call Type ASA is applicable only when calls are translation routed and includes time spent in the Enterprise Queue as well as time spent in the ACD queue. ASA for the Service is computed based on the AnswerWaitTime as reported from the peripheral. This includes the time spent on the ACD after the call was offered up until the time the call was answered.
Chapter 6: Reporting on Customer Experience Reporting on Abandoned Calls How Calls that Abandon Affect Call Type Reporting This section explains how calls that abandon affect Call Type reporting when a Network VRU is used for enterprise queuing and translation routing. There are three types of abandon metrics: abandons at the VRU (prompt or self service), abandons in the Enterprise queue, and abandons at the agent. Unified ICM tracks the abandon counts for each of these abandons separately.
Chapter 6: Reporting on Customer Experience Reporting on Service Level How Abandoned Short Calls Affect Reporting A short call is a call that abandons within the Abandon Wait Time threshold, as set in Configuration Manager. By defining what you believe to be a short call, you can filter out those calls that you believe did not stay in the system long enough to be counted as a real call. You can define short calls for Call Types and services.
Chapter 6: Reporting on Customer Experience Reporting on Service Level • The call abandons before the Service Level threshold expires. In this case, the ServiceLevelCallsOffered and ServiceLevelAband database fields are incremented. • The call redirects on no answer before the Service Level threshold expires. In this case, the ServiceLevelCallsOffered database field is incremented. • The call reaches the Service Level threshold without being answered by an agent or abandoned.
Chapter 6: Reporting on Customer Experience Reporting on Service Level Service Level type determines how calls that abandon before Service Level threshold impact the Service Level. Some contact centers would like abandoned calls to positively impact the Service Level. These contact centers consider a call abandoned within the Service Level threshold time a treated call (abandoned calls positively impact the Service Level).
Chapter 6: Reporting on Customer Experience Reporting on Service Level Service Level at the Peripheral VRU Service The service level threshold timer at the VRU service starts as soon as the call arrives at the VRU service. There are three service level events that can occur for the peripheral VRU service: • Call is routed to an agent before service level timer expires. In this case the ServiceLevelCallsOffered and ServiceLevelCalls database fields are incremented.
Chapter 7 Reporting on Operations Monitoring operations involves reviewing VRU applications, Outbound Option calls1, script efficiency, and system and network status. This might include the number of short calls, how many outbound campaign calls are being made, how you are utilizing agents, and how customers are using self-service and information-gathering VRU applications. This chapter explains reporting metrics that are useful for monitoring operations and which report templates contain those metrics.
Chapter 7: Reporting on Operations What Operational Data do you Want to See? Key operational statistics in WebView reports include: • Current full-time equivalent (FTE) information for agents, which is the number of full-time agents required to handle the current volume of work. This information might help to identify staffing needs. • Percent utilization of agents. This information can also identify staffing needs.
Chapter 7: Reporting on Operations What Operational Data do you Want to See? Table 5: Report Categories for Monitoring Operations, Configuration, and Scripting Reporting Needs Report Category Who Should Use this Category You want to view current Full-time Equivalents (FTE) and percent utilization of agents to monitor real-time operations or measure trends in FTE and percent utilization for planning purposes.
Chapter 7: Reporting on Operations Reporting on Outbound Option Campaign Effectiveness Reporting Needs Report Category Who Should Use this Category You want to report on peripheral trunk group Trunk Group > Peripheral These categories are useful to contact center data such as the number of trunks in service administrators responsible for resource or idle, or whether there was a time when allocation. all trunks in a trunk group were simultaneously busy.
Chapter 7: Reporting on Operations Reporting on Skill Group Operations • camqry11: Status of All Campaigns Half Hour • camqry12/13: Status (summary and percentage) of each campaign for the selected time period • camqry14/15: Breakdown of Attempts (%) of each campaign for the selected time period.
Chapter 7: Reporting on Operations Reporting on Staffing: Full-Time Equivalents and Percent Utilization See also About Base Skill Groups and Sub-Skill Groups (page 71) and Report Statistics when Sub-Skill Groups are Configured (page 160). • You can report on skill groups associated with a specific single peripheral (page 180) (ACD) in the contact center enterprise. Note: If you are not using sub-skill groups, reports run from this category are identical to reports run from the Base Skill Groups category.
Chapter 7: Reporting on Operations Reporting on Staffing: Full-Time Equivalents and Percent Utilization • % Utilization (percent utilization) • FTE (full-time equivalent) You can use these statistics when determining staffing requirements for the contact center and individual skill groups. Percent utilization (% Utilization in reports) is computed in WebView by dividing the total time agents spend handling calls in a skill group by the total time agents were ready to handle tasks.
Chapter 7: Reporting on Operations Reporting on Short Calls Reporting on Short Calls If you have defined the thresholds for calls that are abandoned or answered too quickly to be 'counted', you can use reporting to quantify those calls. See also Planning for Short Calls (page 70) and Configuring Short Calls (page 196). You can configure and report on two types of short calls: • Abandoned short calls • Answered short calls You also have the option to not define a value for short calls.
Chapter 7: Reporting on Operations Reporting on VRU Applications The ShortCalls fields within the Skill_Group_Half_Hour and Agent_Skill_Group_Half_Hour tables are incremented if the Talk Time is less than the Answered short call threshold configured for the peripheral. The call is reported both as handled and as a short call.
Chapter 7: Reporting on Operations Reporting on VRU Applications • How long each call remained in the information gathering application • How many calls disconnected before being routed to an agent • How many calls were eventually routed to agents Several applications can reside on the same VRU PG; Self-Service and queuing can reside on the same VRU PG and Information Gathering and queuing can reside on the same VRU PG. This means that all of the applications on that PG belong to the same VRU service.
Chapter 7: Reporting on Operations Reporting on VRU Applications Figure 15: Call Type Data for Calls that Abandon after Call Type is Changed Note that if the call abandons before being requalified to the Call Type that handles queuing, the Call Abandon Wait time is not reset.
Chapter 7: Reporting on Operations Reporting on VRU Applications Report Metric Call Type VRU Service Skill Group Service Level Starts as soon as the call enters the Call Type that has the service level defined. Starts when the call enters the Not Applicable service. Measuring VRU Utilization You can monitor the number of calls that are being handled by VRU services using the periph06: VRU Peripheral Capacity WebView report. This report provide metrics including: • Number of calls offered to the VRU.
Chapter 7: Reporting on Operations Reporting on VRU Applications Similarly, you might determine the effectiveness of an Information Gathering application in several ways: • Monitoring whether the caller used the system prompts to be routed to an appropriate resource or used a failout path, such as pressing "0", to be routed directly to an agent.
Chapter 7: Reporting on Operations Reporting on VRU Applications Variable Setting in Script Show in Reports as Description 5 VRU Scripted Transfer Indicates that the call was transferred to an agent as part of the application design. For example, after the caller checked an account balance the application transferred the caller to agent to discuss new account options.
Chapter 7: Reporting on Operations Other Operational Reports The Capture microapplication enables you to cause a Termination_Call_Detail (TCD) record to be written at any point in the script. This record includes information such as the current call variables, Router call keys, date and time, caller entered digits, and metadata ECC variables.
Chapter 7: Reporting on Operations Other Operational Reports Reports There are three reports related to application gateways that report on such data as the number of query requests issued to a host system and the delay involved in making queries. See Application Gateway, Application Path, and Script Queue Templates (page 170). Configuration Before you can use these nodes in a script, you must first configure the gateways.
Chapter 7: Reporting on Operations Other Operational Reports You configure trunks and trunk groups with the Configuration Manager. Note: Not all ACDs support trunk configuration. If your ACD does, make sure the PG is accurately configured in Configuration Manager. For the ICM software to properly monitor ACD calls, all individual trunks and their corresponding Trunk Group assignments must be configured in the ICM database.
Chapter 7: Reporting on Operations Other Operational Reports Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.
Chapter 8 Reporting in a MultiChannel Environment A decade ago, most customer contact took place by voice over the PSTN. Now, the ability to support online channels such as e-mail, web collaboration, and web chat are a major part of customer interaction. WebView reporting provides data on task and agent activity for multichannel options, including Collaboration Server and E-Mail Manager if they are deployed in your Unified ICM system.
Chapter 8: Reporting in a MultiChannel Environment Media Classes and Media Routing Domains messages, categorizes and prioritizes messages, suggests response templates, and, if configured to do so, sends automatic responses.
Chapter 8: Reporting in a MultiChannel Environment Agent Availability and Routability Media Classes include: • Voice, which includes incoming and outgoing phone calls.
Chapter 8: Reporting in a MultiChannel Environment Agent Availability and Routability Term Description Routable Unified ICM is configured to assign tasks to the agent Not Routable The Web Collaboration Option or E-Mail Manager Option is configured the assign tasks to the agent. While Routability determines whether the Router is allowed to assign tasks for this MRD, the agent's Availability determines whether the agent is capable of handling new tasks.
Chapter 8: Reporting in a MultiChannel Environment Agent Availability and Routability Table 8: Scenario 2: Not Routable - Voice then E-Mail Scenario Result The agent is logged into two MRDs, multi-session chat and voice. Unified ICM does not assign e-mail tasks to the agent. The agent is Not Available in the e-mail MRD. The agent is not routable in the e-mail MRD. E-mail tasks can still be placed in the agent's personal queue in this scenario by the E-Mail Manager Option.
Chapter 8: Reporting in a MultiChannel Environment Agent State Hierarchy for Multi-session Chat Media Routing Domain Table 12: Scenario 6: Routable (busy on interruptible task) Scenario Result The agent is logged into two MRDs, e-mail and voice. Unified ICM can assign a voice call to the agent, since the agent is working on an interruptible task in the e-mail MRD. The agent is ICM Available in Voice MRD. The agent is routable in the e-mail MRD.
Chapter 8: Reporting in a MultiChannel Environment MultiChannel Reporting Data Figure 18: Agent State Hierarchy In this diagram, an agent belongs to two skill groups in the Multi-session Chat MRD and is configured to work on up to six simultaneous multi-session chat tasks in each MRD. In the first skill group, the agent is working on three tasks. The agent's states for those tasks are Work Ready, Reserved, and Paused.
Chapter 8: Reporting in a MultiChannel Environment MultiChannel Reporting Data Type of Data Data for Voice Tasks Data for Non-Voice Tasks Option Dialer places calls between agents and customers. Session ownership changes The ownership of a voice task can change Non-voice tasks do not change session ownership. These tasks through the life of the call. Agents can cannot be transferred or conferenced and supervisors cannot transfer the call or conference in another barge into or intercept the task. agent.
Chapter 8: Reporting in a MultiChannel Environment Reporting Templates for Multichannel Applications Reporting Templates for Multichannel Applications Although WebView report templates report on multichannel skill groups, agents, and tasks, WebView reports do not contain details regarding the Collaboration Server or E-Mail Manager-specific events that transpire during a Collaboration Server or E-Mail Manager task.
Chapter 8: Reporting in a MultiChannel Environment Reports that show Multichannel Activity Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.
Chapter 9 Sample Call Scenario This chapter contains the following topics: • About the Call Scenario, page 137 • Call Abandoned While On Hold Scenario, page 137 About the Call Scenario This chapter has a sample call scenario. The scenario shows some of the database tables that are updated and how those updates to tables affect WebView reporting. Call Abandoned While On Hold Scenario The figure below shows the events that occur for a call that is abandoned while on hold. A.
Chapter 9: Sample Call Scenario Call Abandoned While On Hold Scenario Figure 19: Call Abandoned While On Hold Scenario Database Table Updates for Call Abandoned While On Hold Scenario This section show how five of the database tables are updated during this scenario. The updates are recorded on the next few pages.
Chapter 9: Sample Call Scenario Call Abandoned While On Hold Scenario Service_Real_Time Agent_Skill_Group_Half_Hour AnswerWaitTimeTo5, Half, Today3: value calculated when call is answered. AvgSpeedAnswerTo5: value calculated when call is answered. Database Updates for (B): Call is on Hold Table 15: Call Scenario 1B: Tables Updated when Call in on Hold Skill_Group_Half_Hour Skill_Group_Real_Time Service_Half_Hour Table LoggedOnTimeToHalf: +10 sec. Hold: +1 N/A TalkInTimeToHalf: +10 sec.
Chapter 9: Sample Call Scenario Call Abandoned While On Hold Scenario Service_Real_Time Agent_Skill_Group_Half_Hour HoldTimeToHalf: +40 sec. Database Updates During Wrap-up Table 17: Call Scenario 1D: Tables Updated during Agent Wrap-up Skill_Group_Half_Hour Skill_Group_Real_Time Service_Half_Hour Table CallsHandledToHalf: +1 CallsHandledTo5: +1 CallsHandledToHalf: +1 IncomingCallsOnHoldToHalf: +1 WorkNotReady: -1 TalkTimeToHalf: +10 sec. LoggedOnTimeToHalf: +9 sec.
Chapter 9: Sample Call Scenario Call Abandoned While On Hold Scenario Service_Real_Time Agent_Skill_Group_Half_Hour N/A AvailTimeToHalf: +12 sec. LoggedOnTimeToHalf: +12 sec Sample Reports for Call Abandoned While On Hold Scenario The table below explains fields in the agent23 report that are updated as a result of the events in Call Scenario 1. The table on the next page lists other WebView reports that are affected by the Call Abandoned While On Hold scenario.
Chapter 9: Sample Call Scenario Call Abandoned While On Hold Scenario Table 20: Other Reports Affected by this Call Scenario Report Columns Affected agent04: Agent Task Detail Report Tasks Handled: Total Tasks Tasks Handled: Avg Time agent26: Agent Consolidated Daily Report Completed Tasks: Incoming Handled Completed Tasks: Incoming AHT Completed Tasks: Incoming Hold Tasks Hold Tasks Completed Tasks: Incoming Held Tasks Avg Hold Time Completed Tasks: Aban Hold Agent State Times: % Hold Time Agent Sta
Chapter 10 Reporting Implications of Data Loss and Component Failover The Cisco Unified ICM uses sophisticated techniques in gathering and storing data. Due to the complexity of the system, the amount of data being gathered, the diversity of devices and peripherals, and the complex processes involved, it is possible that WebView historical reports might present inconsistent data.
Chapter 10: Reporting Implications of Data Loss and Component Failover Data Flow from Logger to Historical Data Server Two Distributor Admin Workstations are typically set up as HDS machines. A similar fault-tolerant strategy applies to the HDS—when the primary HDS fails, the client Admin Workstation automatically switches over to use the backup HDS. Each Historical Data Server (HDS) is connected to a single Logger.
Chapter 10: Reporting Implications of Data Loss and Component Failover Preventing Data Loss from Logger and HDS Failure The Replication Client sends a request to the Replication Server requesting historical data that have associated Recovery Keys higher than those currently on corresponding historical table. The Replication server sends the requested data back as a set of 2000 records each time.
Chapter 10: Reporting Implications of Data Loss and Component Failover Preventing Data Loss from Logger and HDS Failure While this recovery process is going on, the reporting database on Logger A up may have temporary data holes, which will be filled when the recovery process completes. • A permanent data hole can happen during an Emergency Purge. For example, there can be permanent data loss if an emergency purge deletes records on one Logger that have not been sent to the other Logger or to the HDS.
Chapter 10: Reporting Implications of Data Loss and Component Failover Preventing Data Loss from Logger and HDS Failure There are several reasons for data loss during a scheduled purge: • Retention Settings on Loggers Data inconsistencies and permanent data loss can occur if the number of days to retain the data differs on the Loggers. Assume that LoggerA is set to retain 7 days' worth of data, while LoggerB is set to retain 15 days worth of data.
Chapter 10: Reporting Implications of Data Loss and Component Failover Data Loss from PIM Failure Permanent loss of historical data can occur if the emergency purge removes historical data that has not yet made it to an HDS and has also not replicated to the peer Logger that is 'down' or in the recovery process. Database used percentage is displayed as a normal status message in the replication process every few minutes.
Chapter 10: Reporting Implications of Data Loss and Component Failover Other Possible Points of Failover Table 21: Agent State Before and After Peripheral Gateway/CTI Manager Service Fail-over Agent State at Fail-Over Agent State after Fail-over Available Available Not Ready Not Ready Wrap-up Available, if in Available state before the call. Otherwise, the agent reverts to Not Ready.
Chapter 10: Reporting Implications of Data Loss and Component Failover Other Possible Points of Failover Application Instance/MR PG Fail-over If the connection between the Application Instance and MR PG shuts down or either component shuts down, the Central Controller discards all pending NEW_TASK requests received from the application.
Chapter 10: Reporting Implications of Data Loss and Component Failover Other Possible Points of Failover PG CTI server is down for more than the time limit configured for the MRD, reporting on tasks might be ended prematurely and restarted with the connection is reestablished The application instance can assign tasks to agents while the connection or CTI server is down and, if the connection to the MR PG is up, can continue to send routing requests to the central controller and receive routing instructions
Chapter 10: Reporting Implications of Data Loss and Component Failover Other Possible Points of Failover Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.
Chapter 11 Troubleshooting Report Data This chapter contains the following topics: • • • • • • • Troubleshooting Agent Reporting, page 153 Troubleshooting Application Gateway Reporting, page 155 Troubleshooting Call Type and Skill Group Reporting, page 155 Troubleshooting Historical Data Server Data, page 161 Troubleshooting Queue Information, page 162 Troubleshooting Trunk Group and VRU Reporting, page 163 WebViewExportData does not delete files, page 164 Troubleshooting Agent Reporting Agent data does n
Chapter 11: Troubleshooting Report Data Troubleshooting Agent Reporting N/A Note: Agent reporting is not supported for all deployments. Agent Not Ready reason code text does not appear in reports Symptom: The WebView Agent Not Ready reports (agent30: Agent Not Ready Summary and agent31: Agent Not Ready Detail ) show only the numeric Not Ready reason code, not the textual code.
Chapter 11: Troubleshooting Report Data Troubleshooting Application Gateway Reporting None Cause: This might occur if the agent state trace option is disabled for the agent. Action: See Configuring Agent Data and Agent State Trace (page 190).
Chapter 11: Troubleshooting Report Data Troubleshooting Call Type and Skill Group Reporting IP IVR cannot notify Unified ICM that the call abandoned because it does not yet have the call object information. For reporting, the call is reported as an error, and a Route_Call_Detail record is cut for the call. Message: None Cause: IPIVR cannot notify Unified ICM that the call abandoned because it does not yet have the call object information.
Chapter 11: Troubleshooting Report Data Troubleshooting Call Type and Skill Group Reporting 4. The call hits a release node. Action: Consider these conditions by which Overflow Out is incremented when you analyze the Overflow Out columns in Call Type reports.
Chapter 11: Troubleshooting Report Data Troubleshooting Call Type and Skill Group Reporting When a call is queued to more than one skill group, the call is counted as queued in each skill. Therefore, it appears that the call is being counted more than once. At the Call Type service level, these calls are correctly counted as only one call.
Chapter 11: Troubleshooting Report Data Troubleshooting Call Type and Skill Group Reporting Calls offered to the Call Type is greater than total calls offered to skill group Symptom: Two Call Types, Call Type 1 and Call Type 2, are configured. All of the calls for these Call Types are offered to the same skill group. The total number of calls offered to Call Type 1 and Call Type 2 is greater than the total calls offered to the skill group.
Chapter 11: Troubleshooting Report Data Troubleshooting Call Type and Skill Group Reporting Report Statistics when Sub-Skill Groups are Configured Symptom: Data in agent and peripheral reports is affected when sub-skill groups are configured. Message: None Cause: If sub-skill groups are configured in your enterprise, agent reports show data for sub-skill groups only. If sub-skill groups are not configured, the reports will show data for base skill groups.
Chapter 11: Troubleshooting Report Data Troubleshooting Historical Data Server Data Troubleshooting Historical Data Server Data Historical Data Server is losing the oldest data Symptom: Historical Data Server (HDS) data that is within the data retention time set for the HDS is being purged from the database. Message: None Cause: This could occur because the database has reached 80% capacity and is therefore performing purge adjustment each night to reduce the size to 80%.
Chapter 11: Troubleshooting Report Data Troubleshooting Queue Information for the time it was down. Once data recovery is complete, the Logger begins to send the recovery data to the HDS. Report data for the selected interval is available once the Logger has completed recovery and the data is replicated to the HDS. This problem could also occur if the HDS has gone offline or because the HDS went offline and is now in the process of recovering.
Chapter 11: Troubleshooting Report Data Troubleshooting Trunk Group and VRU Reporting Message: None Cause: This can occur if you have not enabled Queue reporting for the VRU peripheral. Action: In the Configuration Manager, open the VRU peripheral. Select the Queue reporting option. Missing call in queue information in the WebView Service real-time and historical templates Symptom: In the WebView Service templates, the value of "Calls Q Now" and "Calls Q Now Time" are 0.
Chapter 11: Troubleshooting Report Data WebViewExportData does not delete files In the Configuration Manager, open the VRU peripheral. Select the Service Control option. Information for Trunk Groups associated with VRU ports not in trunk group reports Symptom: Data relating to VRU ports does not appear in trunk group reports. Message: None Cause: This can occur if you have not enabled Service Control reporting and queue reporting for the VRU peripheral.
Appendix A List of All Unified ICM Report Templates Agent (page 165) Application Gateway (page 170) Outbound Option (page 170) Call Type (page 172) Peripheral (page 173) Route (page 173) Routing Client (page 174) Service (page 175) Skill Group (page 178) Trunk Group (page 182) Translation Route (page 183) Agent Templates Agent reports provide metrics that enable supervisors and call center managers to monitor real-time agent activity and review historical agent performance.
List of All Unified ICM Report Templates Agent Templates Agent by Agent Use Agent By Agent reports to view current activity for an individual agent or to measure an individual agent's performance trends. Report Name Historical or Real-Time Description agent20: Agent Real Time R Current agent states for selected agents. agent28: Agent Real Time All Fields R All the report data available from the Agent_Real_Time table. ICM software generates Agent_Real_Time records for each agent.
List of All Unified ICM Report Templates Agent Templates Agent by Peripheral Use these templates to view current activity for agents on a common peripheral or to measure/compare agents' performance trends for a common peripheral.
List of All Unified ICM Report Templates Agent Templates Template Name Historical or Real-Time Description agtskg28: Agent Skill Group Real Time All Fields R Table showing all fields available from the Skill_Group_Real_Time table. agtskg03: Agent Logout H Status Table showing logon duration, logout date-time for each agent by skill group. agtskg04: Agent Task Detail Activity H Table of agent call detail activity on incoming, outgoing, internal calls and callback messages by skill group.
List of All Unified ICM Report Templates Agent Templates Template Name Historical or Real-Time Description agteam02: Agent Skill Group Status R Table showing current logon date time, state and last state change for agents in a team by skill group. agteam20: Agent Team Real Time R Table of Agent Real Time Statistics.
List of All Unified ICM Report Templates Application Gateway, Application Path, and Script Queue Templates Application Gateway, Application Path, and Script Queue Templates The Application Gateway allows Unified ICM to query host systems that are running other contact center applications. The Application Gateway is implemented by a node in the Script Editor. A routing script that contains an Application Gateway node can query an application running on a host system to obtain data to use in call routing.
List of All Unified ICM Report Templates Outbound Option Templates Campaign Query Rule Template Name Historical or Real-Time Description camqry01: Call Counts Of Query Rule R Within Campaign Table that shows each Query Rule within a Campaign. camqry02: Call Counts per Campaign R Real Time Table that shows the current status of all campaigns records.
List of All Unified ICM Report Templates Call Type Templates Template Name Historical or Real-Time Description number of calls closed, number of customers contacted and the number of calls abandoned by the agent and abandoned to IVR in a campaign for the selected time period for Outbound Option campaigns. This report combines the campaign data with skill group data to show how the calls are being treated for this campaign.
List of All Unified ICM Report Templates Peripheral Templates Report Name Historical or Real-Time Description caltyp28: Call Type Queue Tasks Status Now Real Time R Bar graph of number of tasks in queue, tasks at VRU, and tasks with agents. caltyp05: Analysis of Tasks Half Hour H Table of analysis of routing and queuing details of calls during half-hour interval. caltyp21: Call Type Half Hour H Table summary of half-hour Call Type activity.
List of All Unified ICM Report Templates Routing Client Templates Template Name Historical or Real-Time Description routes01: Route Queue Delay Status R Real Time Bar graph of time (in seconds) for delays in queue, longest call in queue, and ASA over last 5 minutes. routes02: Route Status Real Time Bar graph showing the number of calls in progress versus the number of calls in queue.
List of All Unified ICM Report Templates Service Templates Service Templates Enterprise Template Name Historical or Real-Time Description entsvc01: Enterprise Service Queue Delay Status Real Time R Bar graph of time (in seconds) for delays in queue, longest task in queue, and ASA over last 5 minutes. entsvc02: Enterprise Service Status Real Time R Stacked bar graph of the number of tasks on which agents are talking and the number of tasks in queue.
List of All Unified ICM Report Templates Service Templates Template Name Historical or Real-Time Description entsvc17: Enterprise Service Tasks Offered Half Hour H Overlapped bar graph showing the distribution (number) of tasks offered at a half-hour sample rate. entsvc18: Enterprise Gate Analysis Half Hour H Table report that shows historical task handling data for a collection of gates.
List of All Unified ICM Report Templates Service Templates Template Name Historical or Real-Time Description persvc20: Peripheral Service for IVR H Queue Half Hour Table summary of IVR half-hour service activity. persvc21: Peripheral Service IVR Queue Daily H Table summary of daily activity in the IVR service. persvc22: Peripheral Service IVR Self-Service Half Hour H Table summary of IVR half-hour self-service activity.
List of All Unified ICM Report Templates Skill Group Templates Template Name Historical or Real-Time Description entsvc11: Tasks Analysis of Enterprise H Services Daily Table of task count daily totals, queue delay time daily totals, and service level daily averages. entsvc12: Tasks Analysis of Enterprise H Services Half Hour Table of task count and queue delay time half-hour totals, and service level half-hour totals.
List of All Unified ICM Report Templates Skill Group Templates Template Name Historical or Real-Time Description perskg11: Outbound Option (Blended R Agent) Statistics Table that shows all skill groups and their associated Outbound Option Stats.
List of All Unified ICM Report Templates Skill Group Templates Template Name Historical or Real-Time Description entskg04: ICM Rolling 5-minute Enterprise Skill Group Status R Rolling 5-minute grid showing agent states in full-time equivalent (FTE) counts and the number of tasks queued. entskg05: Enterprise Skill Group % Utilization of Ready Agents R Bar graph of percent utilization of agents (ratio between time logged on and time handling calls).
List of All Unified ICM Report Templates Skill Group Templates Template Name Historical or Real-Time Description perskg01: Peripheral Skill Group Status Real Time R Stacked bar graph showing numbers of agents in talking, idle, available, and wrap-up states. perskg03: Peripheral Skill Group Agent State Status R Stacked bar graph showing the percentage of agents in available, idle, talking, and wrap-up states.
List of All Unified ICM Report Templates Trunk Group Templates Trunk Group Templates In WebView, you can report on peripheral trunk group and network trunk group data, such as the number of trunks in service, number of trunks idle, and the time during which all trunks in a trunk group were simultaneously busy (All Trunks Busy). A network trunk group is a group of trunks organized to reflect the routing client's view of trunks. A network trunk group can map to one or more trunk groups.
List of All Unified ICM Report Templates Translation Route Templates Translation Route Templates Translation routes are used to transfer a call from one routing client to another and retain the details about call tracking, call data and cradle to grave reporting. They form an intermediate destination which is allocated when a script sends a call from a source routing client to a destination.
List of All Unified ICM Report Templates Translation Route Templates Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.
Appendix B Reporting Entities and Databases Configured Entities that Capture Reporting Data For each call routed by Unified ICM software, information about the call is tracked by several reporting entities and stored in database tables. The table below lists entities that are configured for reporting.
Reporting Entities and Databases Database Tables that hold Reporting Data Database Tables that hold Reporting Data The table below lists the database tables that store reporting data.
Reporting Entities and Databases Database Tables that hold Reporting Data Database Tables for Reporting Campaign_Query_Rule_Half_Hour Campaign_Query_Rule_Real_Time Controller_Time Dialer Dialer_Half_Hour Dialer_Real_Time Dialer_Port_Real_Time Import_Rule Import_Rule_History Logical_Interface_Controller Master_Script Media_Routing_Domain Network_Trunk_Group Network_Trunk_Group_Half_Hour Network_Trunk_Group_Real_Time Peripheral Peripheral_Half_Hour Peripheral_Real_Time Person Physical_Interface_Controller Q
Reporting Entities and Databases Database Tables that hold Reporting Data Database Tables for Reporting Routing_Client_Five_Minute Script Script_Queue_Real_Time Service Service_Array Service_Array_Member Service_Half_Hour Service_Member Service_Real_Time Skill_Group Skill_Group_Half_Hour Skill_Group_Real_Time Trunk_Group Trunk_Group_Half_Hour Trunk_Group_Real_Time Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.
Appendix C Configuration and Scripting for Reporting This appendix has configuration procedures and scripting guidelines for reporting entities. For full details on configuration, see the ICM Configuration Guide for Cisco ICM Enterprise Edition. For full details on scripting, see the ICM Scripting and Media Routing Guide for Cisco ICM Enterprise & Hosted Editions.
Configuration and Scripting for Reporting Configuration for Agent Reporting Autoconfiguring Agents You can set an autoconfiguration option to avoid having to manually configure agents in Configuration Manager. If this option is set, then when agents log on and are 'noticed' by the PIM, they are dynamically created permanently in the Unified ICM database. Note: When you auto-configure, agent names are auto-generated by the Unified ICM.
Configuration and Scripting for Reporting Configuration for Agent Reporting Note: Enabling the agent state trace option can have a substantial performance impact on your system. I is usually turned on an agent-by-agent basis. Before you enable this option, consider the performance impact. Configuring Agent Not Ready Reason Codes The codes that agents select when entering the Not Ready state are configured in both the Configuration Manager and in the agent desktop software.
Configuration and Scripting for Reporting Configuration for Agent Reporting Configuring Agent Logout Reason Codes To configure agent Logout Reason codes: 1. Configure the Logout reason codes in the agent desktop software (CTI OS or Cisco Agent Desktop). Some codes are generated automatically by the system for situations in which the agent is logged out automatically by the software. These automatic codes are listed in Chapter 5 (page 85). 2.
Configuration and Scripting for Reporting Configuring Call Types With this status, they can generate reports and view data only for their team(s) and the agents on their teams. Agents who are specified as supervisors in the Agent Explorer tool and who are also created Users in the User List tool are treated as supervisors when they log into WebView and are restricted as such.
Configuration and Scripting for Reporting Configuring Services and Enterprise Services • Create new Call Types (page 193) or identify existing Call Types and associate the Call Types with the Dialed Numbers. • Create a routing script for transferring to skill groups that includes a Queue to Skill Group node. This script ensures that transferred and conferenced calls are queued to the correct skill group. • Associate the Call Type with the routing script.
Configuration and Scripting for Reporting Configuring and Scripting for Service Level Threshold and Type 3. Complete the Attributes tab. Configuring and Scripting for Service Level Threshold and Type Configuring and scripting for service level reporting involves configuring the service level type and the service level and creating routing scripts that gather the correct statistics. You can configure Service Levels in different ways, depending on the kind of information you want them to provide.
Configuration and Scripting for Reporting Configuring Short Calls • Set up a one Call Type to collect statistics prior to the queue (that is, the initial Call Type designated for the script via Call Type mapping. • Set up other Call Types used specifically to collect queue and agent statistics. • In your routing scripts, include the Requalify or Call Type nodes to submit the call to the Call Type used to collect queuing information.
Configuration and Scripting for Reporting Configuring Skill Groups and Enterprise Skill Groups 1. Select Tools > Explorer Tools > PG Explorer. 2. Click Retrieve and select a peripheral. 3. Click the Advanced tab. 4. Set Answered Short Calls Threshold to a value in seconds less than your Service Level Threshold but greater than zero. This value is the length of time during which answered calls are considered abandoned.
Configuration and Scripting for Reporting Configuration and Scripting for the VRU To configure an Enterprise Skill Group: 1. From Configuration Manager, select Tools > List Tools > Enterprise Skill Group List. . 2. When the Enterprise Skill Group List window appears, click Add to define a new Enterprise Skill Group or click Retrieve and select an existing one. 3. On the Attributes tab, click Add to add Skill Groups as members.
Configuration and Scripting for Reporting Configuring Translation Routes – Use these microapplications in your scripts to trigger TCD creation at points in the script for which you want to capture data, such as when a transaction completes. Using the metadata ECC variable in conjunction with the Capture microapplication enables you to capture additional details about the performance of the script and the customer's experience for each point in the script for which a TCD record is created.
Configuration and Scripting for Reporting Configuring Translation Routes 3. At the Select Configuration Task dialog box, choose Create New and click Next. 4. Complete the wizard. See the ICM Configuration Guide for Cisco ICM Enterprise Edition for details on the procedure. See also: Planning for Translation Routing (page 74) About Routing (page 37) Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.
Index agent states, Outbound Option....91 Index agent states, reporting on....80 and skill groups....82 abandoned calls....103 and call type reports....104 abandoned short calls....70, 105, 116 ACD ACD configuration....61 and tasks....83 in multichannel environments....132 list of....80 agent state trace....63 agent state trace, configuration....190 ACD queuing....39 agent supervisors....98 ACD reports....32 agent task handling, reporting on....88 ACD routing scripts....63 agent teams....
Index backups....66 base skill groups....71 base skill groups, templates....178 blind transfer....93 CAD....18 configuration configuration data....23 on the ACD....61 configuration, reporting entities....61, 185 naming convention....62 call detail data....17, 26 consultative transfer....93 callrouter....8 CTI Manager Service fail-over....148 call type and skill group data, comparing records....34 CTI OS....18 call type reporting CTI OS Server fail-over....149 call type reporting, templates....
Index PGs....148 PIM failure....148 Outbound Option reporting....112 percent utilization reporting....114 fault tolerance....146 peripheral gateways....9 full-time equivalents reporting....114 peripherals....9 half-hours boundaries, impact on reporting....34 HDS....16, 23 peripherals, templates....173 PGs....9 and historical data....143 fail-over....148 backup of....66 processes....11 HDS, troubleshooting....161 HDS fail-over....145 PIMs....11, 14 fail-over....148 historical data....
Index delay and inconsistency....145 services....21 entities....183, 185 peripheral services, templates....176 flow from logger to HDS....143 service, planning....68 in fail-overs....143 services, configuration....194 reporting entities....185 reporting models....14 report selections....30, 62 shoirt calls short call reporting....116 short calls....22 RONA....92 in multichannel environments....134 router....8 short calls, configuration....196 routes short calls, configuring....
Index HDS, in architecture....16 trunk groups, templates....182 logger....9 trunk groups, troubleshooting....164 multichannel architecture....128 peripherals and PGs....9 trunks and trunk groups trunks and trunk groups, reports....124 router....8 unexpected conditions....74 VRUs, in architecture....18 voice response units....18 WebView Server, in architecture....17 VRUProgress variables....75, 121 tasks VRUs....18 direction in multichannel environment....133 CVP....122 task states....
