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
•
Average Speed of Answer (ASA)
•
Number of calls received
•
Number of calls handled
•
Number of calls abandoned
•
How long callers waited in queue
•
Number of calls queued for an available agent
•
Whether Service Level objectives are being met
•
Whether the caller had to be transferred
•
Number of callers that heard a busy signal
•
Number of calls that encountered an error
The following table describes the WebView options for measuring customer experience.
Table 2: Report Categories for Measuring Customer Experience
Who Use this CategoryReport
Category
Reporting Needs
This category is useful to contact center administrators with global
responsibility for all customer contacts. Reporting on customer
Call TypeYou want to measure a customer's
experience from the initial request to
the call completion. experience using this category provides insight in the end-to-end
customer experience for different types of call treatment. This
category provides the most complete view of customer experience.
Note: Translation routing is required for end-to-end reporting.
This category is useful to contact center administrators or
supervisors who are responsible for a certain groups of agents or
Skill GroupYou want to measure a customer's
experience when routed to a
particular skill group. skill groups. Reporting on customer experience using this category
provides insight only into the operational performance of selected
skill groups.
This category is useful for contact center supervisors who manage
agents. Reporting on customer experience using this category
AgentYou want to measure a customer's
experience with a particular agent.
provides insight only into the performance of the selected agents
and might identify training needs or agent expertise, but does not
provide a global view of how customers are experiencing their
interactions with the contact center.
This category is useful for contact center supervisors interested in
statistics on a service that is tied to a specific peripheral (ACD,
ServiceYou want to measure the
performance of individual peripheral
PBX, IVR). Reports in this category show data such as the number
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Chapter 6: Reporting on Customer Experience
What Customer Experience Data do you Want to See?