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
This section explains how Media Routing Domains and Media Classes are used, how agent
availability and route ability is determined, and the differences in report data between voice
tasks and non-voice tasks.
•
Reporting Implications of Data Loss and Component Fail over (page 143)
This section explains 'data holes' and what happens to reporting data when components in
the Unified ICM system fail over.
•
Troubleshooting Report Data (page 153)
This section describes how to correct common reporting data issues.
•
Appendix A: List of all Unified ICM Report Templates (page 165)
This appendix lists all ICM Report Templates.
•
Appendix B: Reporting Entities and Databases (page 185)
This appendix lists the reporting entities that are configured in Unified ICM software and
the corresponding database tables.
•
Appendix C: Configuration and Scripting for Reporting (page 189)
This appendix has configuration procedures and scripting guidelines for reporting entities.
Related Documentation
Refer to the following documentation for additional information:
•
Installation Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
•
ICM Administration Guide for Cisco ICM Enterprise Edition
•
ICM Scripting and Media Routing Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
•
ICM Configuration Guide for Cisco ICM Enterprise Edition
•
ACD Supplement GuidesCisco Systems prepares an ACD Supplement Guide for each supported
ACD. These guides provide specific information on configuring an ACD and making any
necessary adjustments to the ACD configuration. They list the Unified ICM features that are
and are not supported on the ACD, as well as restrictions, any impacts on ACD configuration
and ACD scripting, and the relationships between the ACD database objects and the Unified
ICM database objects.
•
Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1) Hardware and System Software
Specifications (Bill of Materials)
•
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
3
Preface
Related Documentation