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
•
The call abandons before the Service Level threshold expires. In this case, the
ServiceLevelCallsOffered and ServiceLevelAband database fields are incremented.
•
The call redirects on no answer before the Service Level threshold expires. In this case, the
ServiceLevelCallsOffered database field is incremented.
•
The call reaches the Service Level threshold without being answered by an agent or abandoned.
In this case, the ServiceLevelCallsOffered database field is incremented.
All calls that have a service level event within a specified period are considered as service level
calls offered for that period. This differs from a simple call’s offered value, which counts each
call at the time it is first offered to the service.
Note: Service Level is not affected for calls that are neither answered nor abandoned within the
Service Level time. For example, calls that encounter an error condition or are sent to
non-monitored devices (using the label node) within the Service Level threshold do not affect
the Service Level.
See also:
•
Planning for Service Level (page 69)
•
Configuring and Scripting for Service Level Threshold and Type (page 195)
How Service Levels are Calculated
These are the types of Service Levels reported:
•
Peripheral Service Level
Unified ICM tracks and reports the service level as computed by the Peripheral. This metric
is available for Services only and is available and supported for some ACDs. Check your
ACD Supplement Guide.
•
ICM Service Level
The Unified ICM software also provides a Service Level calculation as computed by Unified
ICM. This is reported for both Call Types and Services.
Two important configuration parameters contribute to the calculation of Service Level:
•
Service Level threshold
A Service Level threshold is the number of seconds you set as a goal to treat a call. To
calculate the Service Level for a period of time, ICM software determines the number of
calls that have had a Service Level event within that interval.
•
Service Level type
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