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
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camqry11: Status of All Campaigns Half Hour
•
camqry12/13: Status (summary and percentage) of each campaign for the selected time period
•
camqry14/15: Breakdown of Attempts (%) of each campaign for the selected time period.
•
Camqry16/17: Summary of Attempts per Query Rule for each campaign for the selected time
period
•
Camqry18/19: Breakdown of Attempts (%) per Query Rule for each campaign for the selected
time period
•
camqry20/21: Half hour activity of consolidated calls and agent statistics of the selected
campaigns and their skill group for the selected time period
•
camqry22/23: Breakdown of all completed calls for the selected campaigns and their skill
groups for the selected time period
•
dialer10: Status of Each Dialer Half Hour
For the complete list of Outbound Option templates, see Appendix A (page 170).
Reporting on Skill Group Operations
A skill group is a collection of agents at a single contact center who share a common set of
competencies and can handle the same types of requests.
Each skill group belongs to a Media Routing Domain and is also a Service Member.
Use the templates in the Skill Group category (page 178) to gain insight into operations, to see
how one skill group is performing compared to other skill groups, and to track whether calls
are being distributed evenly by your routing scripts and configuration.
See also:
•
Planning for Skill Groups and Enterprise Skill Groups (page 71)
•
Configuring Skill Groups and Enterprise Skill Groups (page 197)
•
Reporting on Agent Activity in Skill Groups (page 79)
WebView organizes Skill Group reports into three categories:
•
You can select and report on data for Base Skill Groups (page 178) only, when sub-skill group
are configured.
Note: If you have configured sub-skill groups, data from sub-skill groups automatically rolls
up into base skill groups.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 7: Reporting on Operations
Reporting on Skill Group Operations