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
•
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. The time is stored in the ConferenceInCallsTimeToHalf
field.
•
Conferenced out tasks - The time for these tasks begins when the agent activates the conference
button and ends when the agent disconnects from the conference call and the supervisor drops
out of the call. The time is stored in the ConferenceOutCallsTimeToHalf field.
You might notice overlapping data in your reports for the amount of time for different types of
calls. This happens because incoming tasks, such as ACD routed tasks and calls directly to an
agent, can be Transferred In and Conferenced In. Both incoming calls and outgoing calls placed
by agents can be Transferred Out and Conferenced Out. The total time for the incoming or
outgoing call includes transfer and conference time.
Note: Agents can transfer and conference incoming calls both in and out. However, they can
transfer and conference outgoing calls out only. This means that if an agent transfers an outgoing
task to another agent, it is still considered an outgoing task.
Reports that show Agent Task Handling
These are some of the reports that contain information on Agent Task Handling:
•
agent21: Peripheral Agent Task Summary Half Hour
•
agteam05: Agent Task Detail Performance
•
agtskg07: Agent Task Analysis
For the complete list of agent templates, see Appendix A (page 165).
Reporting on Agent Performance for Outbound Option Dialing Campaign Calls
Outbound Option is a functionality that is selected (or not) at setup. If it is selected, the
Configuration Manager presents configuration screens for it, and the WebView interface presents
Outbound Option reporting categories.
Outbound Option provides automatic outbound dialing capability. The Outbound Option Dialer
places outbound calls to customers and connects these calls with agents.
The Dialer assigns and connects calls differently than regular Unified ICM Enterprise routing.
Report data for agents handling Outbound Option calls therefore differs from data for agents
handling typical voice calls and multichannel tasks.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 5: Reporting on Agents
Reporting on Agent Performance for Outbound Option Dialing Campaign Calls