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
DescriptionShow in Reports asVariable
Setting in
Script
Indicates that the call was transferred to an agent as part of the application
design. For example, after the caller checked an account balance the
VRU Scripted Transfer5
application transferred the caller to agent to discuss new account options.
Another example is that after a caller entered digits to request a particular
type of service the call was transferred to an available agent to handle the
request.
Indicates that the caller was transferred to an agent because of a system error.
For example, a failure at a particular node in the application could lead to the
call being transferred to the agent.
VRU Forced Transfer6
Indicates that the call disposition does not match any of the other
VRUProgress variables.
VRU Other7
You can use the VRUProgress variable to indicate the final VRU status at the end of the
application or to indicate changes in VRU status through the different transactions in the
application.
The VRUProgress variable is associated with a specific Call Type. If you want to report only
the final status of the call, then you can use a single Call Type in the application and set the
VRUProgress variable at any point in the application. Note that while you can change the
VRUProgress variable throughout the application, only the final status is reported for the Call
Type. The value of the VRUProgress variable is written to the database when the routing script
terminates. You can report on the VRU status of the application as a whole using the Call Type
VRU Activity WebView reports by monitoring statistics for the Call Type associated with the
script.
If you want to report on individual transactions within the application, change the VRUProgress
variable and then the Call Type at the end of each transaction. You should have a different Call
Type for each transaction with a related VRUProgress variable. This ensures that the value of
the VRUProgress variable is captured for that particular transaction, not just at the end of the
routing script. The value is written to the database for the Call Type associated with that
transaction when the Call Types changes. You can report on individual transactions using the
Call Type VRU Progress WebView reports by monitoring statistics for the Call Types associated
with those transactions.
Capturing Script Application Data (CVP only)
If you have deployed CVP as the VRU in your Enterprise system, you can use two advanced
features to gather additional details about calls' progress through Self-Service and Information
Gathering applications: Capture microapplication and metadata ECC variable. The details
provided by these microapplication can be used only in custom reports; standard WebView
reports do not provide this information.
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