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
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. Non-voice tasks, such as e-Mail, single-session
chat and multi-session chat, and Blended Collaboration tasks cannot be transferred and
conferenced.
Transfer can be either blind or consultative, and is supported only for agents within the ACD.
A blind transfer is a transfer in which the agent transfers the call to another agent without first
ensuring that another agent is available. A consultative transfer is a transfer in which an agent
places the call on hold, calls the receiving agent to discuss the transfer and then transfers the
call to the agent. Consultative transfer is not supported when CVP is used as the VRU.
It is best to discourage direct agent-to-agent transfers. Instead, use ACD numbers to transfer to
a Skill Group and application service. This enables tracking of these calls and provides you
with the ability to report on how calls were eventually handled. You can also post route calls
to the Unified ICM, which allows you to transfer calls to agents on other ACD sites and to be
able to report on those calls.
See also:
•
Configuration and Scripting for Conferences and Transfers (page 193)
•
Planning for Transfer and Conference Reporting (page 73)
Transfers and Conferences Using ACD/Dialed Numbers
Transfers and Conferences are can be handled at the ACD, with ACD queuing, or through
Unified ICM using ACD/Dialed Numbers, with Enterprise queuing.
For ACD and local queuing, reporting statistics are accurate when the agent uses an ACD
number and the script on the ACD queues and sends the call.
TransferOut or ConferenceOut is incremented for the source agent and TransferIn or
ConferenceIn is incremented for the target agent.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 5: Reporting on Agents
Reporting on Agent Call Transfers and Conferences