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
Skill GroupVRU ServiceCall TypeReport Metric
Not ApplicableStarts when the call enters the
service.
Starts as soon as the call enters the
Call Type that has the service level
defined.
Service Level
Measuring VRU Utilization
You can monitor the number of calls that are being handled by VRU services using the periph06:
VRU Peripheral Capacity WebView report.
This report provide metrics including:
•
Number of calls offered to the VRU.
•
Average number of calls serviced by the VRU simultaneously.
•
Maximum number of calls in progress simultaneously.
If you are using CVP as the VRU and have deployed CVP in the Comprehensive Model,
note that the number of calls in progress refers to the number of Routing Client ports and the
number of VRU ports in use on this peripheral. See the Cisco Internet Service Node (CVP)
Configuration and Administration Guide for more information about the Comprehensive
Model.
•
Amount of time that the VRU peripheral has been sending data.
•
Amount of time that the VRU peripheral has been active as a routing client.
You can use the data in this report to determine if the VRU is capable of handling the amount
of calls it is receiving or if the VRU is not being utilized effectively by your routing scripts.
Monitoring Self-Service and Information Gathering Application Progress
You might determine the effectiveness of a Self-Service application in several ways:
•
Monitoring the effectiveness of the application as a whole. For example, you might only
want to monitor whether a customer's need was satisfied through the VRU application and
that the caller did not need to be transferred to an agent.
•
Monitoring the effectiveness of individual transactions within the application. For example,
in a banking application a customer might have the ability to perform multiple transactions,
such as account lookup, obtaining balance information, and learning about recent payments.
You might want to see which of these transactions was used and whether the caller successfully
completed the transaction.
•
Monitoring failure cases in which a system error, such as a failed database lookup, caused
the caller to be transferred by an agent instead of continuing through the VRU 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