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
Because reporting functionality and concepts are identical for Unified ICME and Unified ICMH,
this guide uses 'Unified ICM' to refer to the product.
The new product names are being introduced in phases. In the 7.1(1) release, the new names
refer to the product as a whole. They are not yet used for functions and utilities in the user
interface.
This guide refers to the product as a whole by its new name. It refers to components and utilities
by the names that appear in the user interface.
Organization
This document contains the following sections:
•
System Architecture and Reporting (page 7)
This section gives an overview of the Unified ICM architecture in relationship to reporting.
•
Understanding Reporting (page 21)
This chapter explains basic reporting concepts. It presents the reporting data environment
and data flow. It gives an overview of the WebView application. It also explains how data
presented in ACD reports might differ from data in WebView reports.
•
Understanding Routing and Queuing (page 37)
This section explains how routing and queuing affect reporting data.
•
Planning for Reporting (page 59)
This section has guidelines to consider as you plan your Unified ICM deployment.
•
Reporting on Agents (page 77)
This section identifies the metrics for measuring agent performance and explains how that
data is generated in WebView reports.
•
Reporting on Customer Experience (page 99)
This section explains statistics for measuring customer experience and explains how report
data for tracking customer experience is generated.
•
Reporting on Operations (page 109)
This section provides statistics for monitoring operational accuracy and efficiency and explains
how operational data is generated.
•
Reporting in a MultiChannel Environment (page 127)
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
2
Preface
Organization