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
How Abandoned Short Calls Affect Reporting
A short call is a call that abandons within the Abandon Wait Time threshold, as set in
Configuration Manager. By defining what you believe to be a short call, you can filter out those
calls that you believe did not stay in the system long enough to be counted as a real call. You
can define short calls for Call Types and services. Note that short calls are configured globally
for all Call Types and for services at each peripheral.
The short call timer starts as soon as the route request is received for the call. The CallsOffered
field is updated when the route request is received. If the call abandons within the Abandon
Wait Time threshold, the ShortCalls field is updated, but the number of calls abandoned is not
updated.
Note: Since the Call Type is the highest level reporting entity, calls that abandon at the Network
VRU or at the agent's phone can also be considered short calls at the Call Type if they abandon
within the Call Type's Abandon Wait Time threshold.
If you do not want to count any abandoned calls as short calls regardless of how quickly they
abandon, you can disable abandoned short calls by leaving the Abandon Wait Time field blank.
See also Reporting on Short Calls (page 116).
Reports that show Abandoned Calls
These are some reports that contain Abandon statistics for Call Types and Services:
•
entsvc03: Effect of Abandoned Tasks on Enterprise Service Levels Report
•
persvc07: Peripheral Service Tasks, Averages and Service Levels Real Time Report
•
persvc04: Peripheral Service Tasks Trend Analysis Real Time Report
•
caltyp05: Analysis of Calls Half Hour Report
For the complete list of templates, see Appendix A (page 165).
Reporting on Service Level
Service Levels help you to set and measure goals for answering calls. Service Levels are
configurable; that is you can define them in different ways, depending on the kind of information
you want them to provide.
A Service Level event occurs when one of three things happen to the call:
•
The call is answered by an agent before the Service Level threshold expires. In this case, the
ServiceLevelsCallsOffered and ServiceLevelCalls database fields are incremented.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 6: Reporting on Customer Experience
Reporting on Service Level