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
Table 5: Report Categories for Monitoring Operations, Configuration, and Scripting
Who Should Use this CategoryReport CategoryReporting Needs
This category is useful to contact center
administrators with global responsibility for
staffing and operational monitoring.
Skill Group > Peripheral
Skill Group
Skill Group > Enterprise
Skill Group
You want to view current Full-time
Equivalents (FTE) and percent utilization
of agents to monitor real-time operations or
measure trends in FTE and percent
utilization for planning purposes.
This category is useful to contact center
administrators responsible for configuration.
Agent > By PeripheralYou want to view the number of short calls
to determine whether the short calls
configuration is correct.
This category is useful to contact center
administrators or supervisors who manage
Outbound OptionYou want to view current activity Outbound
Option dialing campaigns or review trends
in the performance of these campaigns. outbound dialing campaigns. It is also useful
for Administrators responsible for the
Outbound Option Dialer, query rules, and
record import configuration.
This category is useful to contact center
administrators or supervisors who monitor
Service > Peripheral
Service
You want to view current queue activity or
review trends in queue performance.
queuing success and abandons. This
Skill Group > Peripheral
information is useful to identify training or
staffing needs and necessary script or
configuration modifications.
Skill Group > Enterprise
Note: When doing
Enterprise queuing, use
Call Type reports in
addition to Skill Group
reports.
This category is useful to contact center
administrators responsible for VRU
performance, configuration, and scripting.
PeripheralYou want to view historical VRU peripheral
usage to identify whether the call volume is
below or exceeding VRU capacity.
These categories are useful to contact center
administrators responsible for configuring and
maintaining VRU Self-Service applications.
Call Type and Service >
Peripheral Service
You want to view trends in VRU
Self-Service application usage to identify
whether these applications are successfully
meeting caller's needs or require
modification.
Note: Call Type is applicable only when there
is a Network VRU.
These categories are useful to contact center
administrators responsible for resource
allocation.
Trunk Group > NetworkYou want to see the status of trunks in the
selected network trunk groups
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Chapter 7: Reporting on Operations
What Operational Data do you Want to See?