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
Who Should Use this CategoryReport CategoryReporting Needs
These categories are useful to contact center
administrators responsible for resource
allocation.
Trunk Group > PeripheralYou want to report on peripheral trunk group
data such as the number of trunks in service
or idle, or whether there was a time when
all trunks in a trunk group were
simultaneously busy.
Reporting on Outbound Option Campaign Effectiveness
To determine the effectiveness of Outbound dialing campaigns, use the templates in the Outbound
Option reporting category to generate reports for campaigns, query rules used in those campaigns,
Outbound Option record imports, and Outbound Option Dialer activity.
Note: This section is applicable only if Outbound Option is supported for your ACD. See the
ACD Supplement Guide.
The campaign query rule reports (page 171) are the most useful reports for measuring campaign
effectiveness. These reports show you what is happening in each campaign, including the number
of calls closed, number of customers contacted, average talk time, and average wrap-up time
for each query in a campaign.
You can report on campaigns on a higher level using the dialer reports (page 172). Each campaign
is associated with a dialer. By reporting on a dialer, you view statistics that span all of the
campaigns associated with the dialer. These reports show you the number of customers dialed,
the number of calls that were not answered, the number of calls that were abandoned, and
detection of busy, voice, answering machine, and SITTones.
Outbound Option reports also enable you to view the success of record importation. Using the
import rule reports (page 170), you can monitor whether records being added successfully (good
records) or are failing (bad records). Also, you can monitor how long it takes to import the
records so that you can plan for future record importation.
To view data for Outbound calls that are transferred to the VRU, use the peripheral service IVR
reports (page 176).
To monitor agent talk time for Outbound Dialer calls, use Agent by Skill group reports (page
167).
Reports that show Outbound Option Activity
These are some reports that show information on Outbound Option activity:
•
camqry02: Status of all Campaigns Real Time
•
dialer01: Dialer Real Time
•
imprul01: Import Status Real Time
•
camqry01: Status of Each Query Rule within a Campaign Real Time
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 7: Reporting on Operations
Reporting on Outbound Option Campaign Effectiveness