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
The ShortCalls fields within the Skill_Group_Half_Hour and Agent_Skill_Group_Half_Hour
tables are incremented if the Talk Time is less than the Answered short call threshold configured
for the peripheral. The call is reported both as handled and as a short call.
If auto-answer is enabled for the agent, and if there are a high number of short calls within a
certain interval, reporting on short calls can be used to determine which agents were not at their
station when a call was automatically answered. This assumes that the caller hangs up quickly
when there is no agent on the phone.
Reporting on VRU Applications
You can use a VRU for a number of different purposes, including queuing, customer self-service,
and information gathering.
See also:
•
Planning for VRU Application Reporting (page 75)
•
Configuration and Scripting for the VRU (page 198)
Self-Service, Information Gathering, and Queuing VRU Applications
This section is applicable only if you are using a Network VRU in your deployment.
VRU applications include Self-Service, Information Gathering, and queuing.
A self-service application is designed for callers to obtain routine information via VRU menu
options. Only for exceptional cases would the call be routed to an agent.
You must be able to determine the following from an IVR service used for customer self-service:
•
How many calls traversed the application
•
How long each call remained in the self-service application
•
How many calls did not require agent intervention
•
How many calls were eventually routed to agents
Information Gathering VRU applications are used to decide what skill group to queue the call
to by walking the caller through a series of voice prompts. The Caller Entered Digits (CED) are
passed back from the VRU to be used within the routing script, to decide the optimal skill group
to answer the call.
You must be able to determine the following from an IVR service used for information gathering:
•
How many calls traversed the application
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 7: Reporting on Operations
Reporting on VRU Applications