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
Service Level type determines how calls that abandon before Service Level threshold impact
the Service Level. Some contact centers would like abandoned calls to positively impact the
Service Level. These contact centers consider a call abandoned within the Service Level
threshold time a treated call (abandoned calls positively impact the Service Level).
Other contact centers might consider only those calls answered within the Service Level
threshold time as treated calls. These contact centers might want the Service Level to be
detrimentally affected by calls that abandon within the Service Level time (abandoned calls
negatively impact the Service Level). Others might choose to exclude the abandoned calls
from the Service Level calculation (Abandoned Calls Ignored).
There are three different ways to calculate Service Level based on the Service Level type defined
for the Service Level configuration parameter. They are described in the following table.
Table 3: Service Level Formulas
Formula Used to Determine Service LevelService Level Type
For Call Type and service: ServiceLevelCalls/(ServiceLevelCallsOffered
- ServiceLevelAband)
Ignore Abandoned Calls
For Call Type and service: ServiceLevelCalls/ (ServiceLevelCallsOffered)Negative impact of abandoned calls
For Call Type and service (ServiceLevelCalls + ServiceLevelAband)
/(ServiceLevelCallsOffered
Positive impact of abandoned calls
For an example of how Call Type Service Level and Service Level are calculated, consider the
following call counts:
•
Answered within Service Level threshold (ServiceLevelCalls) = 70
•
Abandoned within Service Level threshold (ServiceLevelAband) =10
•
Exceeded Service Level threshold (ServiceLevelCallsOffered – (ServiceLevelCalls +
ServiceLevelAband)) = 20
•
Total Service Level events (ServiceLevelCallsOffered) = 100
The following table shows the different Service Levels calculated, based on the effect of
abandoned calls on Service Level setting.
Table 4: Service Levels Based on Different Calculations
Calculated Service LevelEffect of abandoned calls on Service Level setting
70/ (100-10)=77%Abandoned Calls ignored
70/100=70%Abandoned Calls negatively impact
(70 + 10)/100=80%Abandoned calls positively impact
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