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
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.
How Types of Calls are Affected by Transfer and Conference
The following table describes the fields that are incremented in the
Agent_Skill_Group_Half_Hour database table when different types of calls are transferred and
conferenced.
How the call is affectedType of Call
The InternalCall field is incremented for the source agent that initiates a transfer or
conference operation if the target agent is on the same ACD as the source agent. This field
is incremented after the call is disconnected.
Outgoing internal
The InternalCallsRcvd field is incremented for the target agent that completes a transfer
or conference if the agent dialed the target agent directly (that is, does not access a routing
script). This field is incremented after the call is disconnected.
Incoming direct/incoming
internal
The AgentOutCalls field is incremented for the source agent who completes a transfer or
conference to an external destination. This field is incremented after the call is disconnected.
Outgoing external
The CallsHandled field is incremented for the target agent if the call is sent to the agent
via an ACD routing script. This field is incremented against the skill group to which the
ACD Calls
routing script queued the call. This field is incremented after the call disconnects and
wrap-up is completed.
How Skill Groups are Affected by Transfer and Conference
The skill group for which transfer and conference data is reported depends on how the original
call was placed.
The transfer or conference is reported for the ACD-picked skill group if the original call is a
direct call, placed to the agent's extension. For example, if an agent received a call directly to
his extension and then transferred the call, the transfer is reported for the ACD-picked skill
group of both the agent who initiated the transfer and agent who received the transfer.
The transfer or conference is reported for the skill group to which the call was routed if the
original call was routed via an ACD routing script to a specific skill group. For example, if an
agent in the Sales skill group received a Sales call and then transferred the call, the transfer out
is reported for the Sales skill group. The transfer in is reported for the skill group of the agent
who received the transfer.
The following scenarios further explain how database fields are incremented for different types
of transfers and conferences.
Call Scenario 1: Blind Transfer of ACD calls - agent is not available
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
95
Chapter 5: Reporting on Agents
Reporting on Agent Call Transfers and Conferences