User Guide
Table Of Contents
- Cover Page
- Table of Contents
- List of Figures
- Figure 1 : Central Controller
- Figure 2 : Peripheral and Peripheral Gateway
- Figure 3 : Administrative Workstation
- Figure 4 : WebView Server
- Figure 5 : Diagram of System Components
- Figure 6 : ICM Data Environment
- Figure 7 : Real-Time Data Moves to AW Local Database
- Figure 8 : Icons for Graphs and Tables
- Figure 9 : Deployment with Enterprise Routing
- Figure 10 : Sample Script for Enterprise Routing
- Figure 11 : Script Example for Agent Level Routing
- Figure 12 : Sample Script for Hybrid Routing
- Figure 13 : Agent State and Task State Relationship
- Figure 14 : Sample Routing Script for Information Gathering and Queuing
- Figure 15 : Call Type Data for Calls that Abandon after Call Type is Changed
- Figure 16 : Call Type Data for Calls that Abandon before Call Type is Changed
- Figure 17 : MultiChannel Options
- Figure 18 : Agent State Hierarchy
- Figure 19 : Call Abandoned While On Hold Scenario
- Preface
- Chapter 1: System Architecture and Reporting
- Chapter 2: Understanding Reporting
- Chapter 3: Understanding Routing and Queuing
- Chapter 4: Planning for Reporting
- Planning for Reporting at Unified ICM Setup
- Planning for Your Deployment
- Planning for Configuration and Scripting
- Planning for Agent Reporting
- Planning for Call Types
- Planning for Custom Reporting
- Planning for the HDS
- Planning for Enterprise Routing and Enterprise Reporting
- Planning for Service and Enterprise Service Reporting
- Planning for Service Level
- Planning for Short Calls
- Planning for Skill Groups and Enterprise Skill Groups
- Planning for Transfer and Conference Reporting
- Planning for Translation Routing
- Planning for Unexpected Scripting Conditions
- Planning for VRU Application Reporting
- Chapter 5: Reporting on Agents
- What Agent Data do you Want to See?
- Reporting on Agent Activity in Skill Groups
- Reporting on Agent States
- Reporting on Average Speed of Answer for Agents and Skill Groups
- Reporting on Agent Logout Reason Codes
- Reporting on Agent Not Ready Reason Codes
- Reporting on Agent Task Handling
- Reporting on Agent Performance for Outbound Option Dialing Campaign Calls
- Reporting on Agent Redirection on No Answer
- Reporting on Agent Call Transfers and Conferences
- Reporting on Agent Teams
- Chapter 6: Reporting on Customer Experience
- Chapter 7: Reporting on Operations
- Chapter 8: Reporting in a MultiChannel Environment
- Chapter 9: Sample Call Scenario
- Chapter 10: Reporting Implications of Data Loss and Component Failover
- Chapter 11: Troubleshooting Report Data
- Appendix A: List of All Unified ICM Report Templates
- Appendix B: Reporting Entities and Databases
- Appendix C: Configuration and Scripting for Reporting
- Configuration for Agent Reporting
- Configuring Call Types
- Configuration and Scripting for Conferences and Transfers
- Configuring Services and Enterprise Services
- Configuring and Scripting for Service Level Threshold and Type
- Configuring Short Calls
- Configuring Skill Groups and Enterprise Skill Groups
- Configuration and Scripting for the VRU
- Configuring Translation Routes
- Index
Reported AsDescriptionType of task
Transfer OutCalls that are transferred from an agent. An agent can transfer both
incoming and outgoing calls.
Transferred out
Data for these calls are stored in the TransferredOut fields of the
Agent_Skill_Group_Half_Hour historical database table.
Cons OutCalls in which an agent consulted with another agent or supervisor while
having another call on hold.
Consultative
Data for these calls are stored in the ConsultativeCalls fields of the
Agent_Skill_Group_Half_Hour historical database table.
Conf InIncoming calls that are conferenced.Conference in
Data for these calls are stored in the ConferencedInCalls fields of the
Agent_Skill_Group_Half_Hour historical database table.
Conf OutOutgoing calls that are conferenced.Conference out
Data for these calls are stored in the ConferencedOutCalls fields of the
Agent_Skill_Group_Half_Hour historical database table.
Task Times
For each type of task that an agent can place, the amount of time that the agent spent working
on that task is recorded in the Agent_Skill_Group_Half_Hour database table, as follows:
•
ACD routed tasks - The time for these tasks begins when the agent answers the task and ends
when the agent completes wrap up. The time is stored in the HandledCallsTimeToHalf field.
•
Incoming direct tasks - The time for these tasks begins when the agent answers the task and
ends when the task disconnects. The time is stored in the InternalCallsRcvdTimeToHalf field.
•
External outgoing tasks - The time for these tasks begins when the agent initiates the task
and ends when the task disconnects. The time is stored in the AgentOutCallsTimeToHalf
field.
•
Outgoing internal tasks- The time for these tasks begins when the agent initiates the task and
ends when the task disconnects. The time is stored in the InternalCallsTimeToHalf field.
•
Transferred in tasks - The time for these tasks begins when the agent answers the transferred
task and ends when the task disconnects. The time is stored in the
TransferredInCallsTimeToHalf field.
•
Transferred out tasks - The time for these tasks begins when the agent activates the transfer
button and ends when the transfer is complete. The time is stored in the
InternalCallsTimeToHalf field.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 5: Reporting on Agents
Reporting on Agent Task Handling