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
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. This
reservation call is reported as a Direct In call to the agent.
For typical voice calls, the agent is placed into Reserved state when Unified ICM software
reserves the agent to handle a call; the agent's state is reported as Reserved. For Outbound
Option calls, reports show the agent in Hold state when reserved for a call and the time that
agent spends reserved is reported as Hold Time.
When the customer answers the call, the Outbound Option Dialer transfers the call to an agent.
The call is now reported as a Transfer In call to the agent. When the customer call is transferred
to the agent, the reservation call is dropped by the Dialer and classified as Abandon on Hold.
For more information regarding Outbound Option termination call detail records, see the Cisco
ICM/IP Contact Center Enterprise Edition Outbound Option User Guide.
The abandoned call wait time, set in the Campaign Configuration screen, determines how calls
are reported if the caller hangs up. Calls are counted in the Customer Abandon field in the
WebView campaign query templates (camqry01 and camqry02) only if the customer hangs up
before the abandoned call wait time is reached.
Reports that show Agent Outbound Dialing Campaign Activity
These Agent by Skill Group reports show agent Outbound Dialing Campaign activity:
•
agtskg06: Outbound Option (Blended Agent) Status
•
agtskg10: Outbound Option (Blended Agent) Predictive and Progressive Calls Detail
Performance
•
agtskg11: Outbound Option (Blended Agent) Preview Call Detail Performance
•
agtskg12: Outbound Option (Blended Agent) Reservation Call Detail Performance
For more information on other Outbound Option reports, see Reporting on Outbound Option
Campaign Effectiveness. (page 112).
Reporting on Agent Redirection on No Answer
The Redirection on No Answer (RONA) feature ensures that if an agent does not answer a call
within a configurable amount of time, the call is assigned to a different skill group or agent.
The original agent is made Not Ready so that additional calls are not routed to that agent.
Redirection on No Answer metrics are reported directly from the ACD.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
92
Chapter 5: Reporting on Agents
Reporting on Agent Redirection on No Answer