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
See also About Base Skill Groups and Sub-Skill Groups (page 71) and Report Statistics
when Sub-Skill Groups are Configured (page 160).
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You can report on skill groups associated with a specific single peripheral (page 180) (ACD)
in the contact center enterprise.
Note: If you are not using sub-skill groups, reports run from this category are identical to
reports run from the Base Skill Groups category.
•
You can report on Enterprise Skill Groups (page 179).
An enterprise skill group is a collection of skill groups, mapped across multiple ACDs.
If you group skill groups from the same peripheral into an enterprise skill group, you might
see double-counting of some metrics in your reports. See Skill Group and Enterprise Skill
Group Record Comparison (page 34).
Note that you can also use the Agent by Skill group (page 167) category as a tool for monitoring
agent performance (page 79) to track agent(s) in one or more skill groups.
Reports that Show Skill Group Operations
These are some of the reports that contain operational information on Skill Groups
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perskg20: ICM Peripheral Skill Group Status Real Time
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perskg29: Peripheral Skill Group Logout Real Time
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perskg22: ICM Peripheral Skill Group Task Summary Daily
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entskg22: ICM Enterprise Skill Group Task Summary Daily Report
•
entskg06: Enterprise Skill Group Performance Half Hour Report
For the complete list of skill group templates, see Appendix A (page 178).
Reporting on Staffing: Full-Time Equivalents and Percent Utilization
Because agents can work on multiple media and in multiple skill groups, they typically do not
spend all of their time handling tasks for a single skill group. Determining staffing needs based
on agents whose time is divided among skill groups and media can be difficult.
WebView provides two types of statistics that give you a better view of how agents are being
utilized and how many full-time agents would be required to handle the amount of work
performed during an interval for a particular skill group.
These statistics are:
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 7: Reporting on Operations
Reporting on Staffing: Full-Time Equivalents and Percent Utilization