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
Key operational statistics in WebView reports include:
•
Current full-time equivalent (FTE) information for agents, which is the number of full-time
agents required to handle the current volume of work. This information might help to identify
staffing needs.
•
Percent utilization of agents. This information can also identify staffing needs.
•
Number of short calls, which identifies whether short calls are configured and behaving
appropriately. For example, if you notice that a large number of calls are abandoning within
the short call timer, you might have the timer set too low or the short call threshold set too
high.
•
Current Outbound Option campaign activity, including the status of campaigns, the dialer,
and record import.
•
Historical full-time equivalent information for agents, which is the number of full-time agents
required to handled the current volume of work. This information might help to identify
staffing patterns over time.
•
Historical performance of Outbound Option campaigns, including trends in number of calls
made and average talk time.
•
Historical performance of Outbound Option dialer activity, including number of calls dialed,
answered, and abandoned, and whether voice, answering machine, or SIT Tones were detected
for the calls.
•
Historical performance of Outbound Option import activity, including the number of good
and bad record imports.
•
Number of calls that are being successfully handled by VRU Self-Service applications and
the number that are transferred to agents.
•
Whether the VRU activity is below or over capacity.
•
Queue trends, such as number of calls that abandon while in queue and the average abandon
wait time.
Report Categories for Measuring Operations
The table below describes WebView options for monitoring staffing requirements, ACD-picked
skill group usage, Outbound Option campaigns, queue information, VRU capacity, or Self-Service
application effectiveness, status and performance of network trunks.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 7: Reporting on Operations
What Operational Data do you Want to See?