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 Capture microapplication enables you to cause a Termination_Call_Detail (TCD) record
to be written at any point in the script. This record includes information such as the current call
variables, Router call keys, date and time, caller entered digits, and metadata ECC variables.
The metadata ECC variable captures high level details about a call's progress through a script,
including whether the caller is using voice or digit dialing, percent confidence for Automatic
Speech Recognition, number of attempts a user made before entering a prompt successfully,
number of timeouts, number of invalid entries, microapplication duration, and the routing script
used. This information is written to TCD records. If you plan to use the metadata ECC variable,
you must configure the ECC variables in the configuration tools.
Using the VRUProgress variable, the Capture microapplication, and the metadata ECC variable
microapplication together in a script provides you with the ability to monitor details about the
transactions performed by the caller and the VRU application's interface to caller. For example,
you could use the Capture microapplication to create a TCD each time the VRUProgress variable
changes in the script. The TCD is written for that particular point in the application, which
includes the information gathered by the metadata ECC variable. A custom report could show
how many callers experienced timeouts at different points in the application, how many attempts
callers made before successfully completing a transaction, and how long it took a caller to
complete each transaction. This data could indicate problems with the VRU application. You
could also run a custom report on an individual call to see how a particular caller used the
application and whether s/he encountered difficulties.
Reports that show VRU Metrics
These are some of the reports that show metrics for VRU applications:
•
caltyp35: VRU Call Type Analysis Half Hour and caltyp36: VRU Call Type Analysis Daily
•
periph06: VRU Peripheral Capacity Report
•
persvc20: Peripheral Service for IVR Queue Half Hour
•
persvc22: Peripheral Service IVR Self-Service Half Hour
Other Operational Reports
Several report categories are useful for analyzing the efficiency of infrastructure operations and
for monitoring resource demands.
Reporting on Application Gateways and Application Paths
An Application Gateway is an optional ICM feature that allows ICM to query host systems that
are running other contact center applications and to base routing decisions on the results obtained
from the query. You can pass data to the application and receive data is return, which you can
then examine and use for routing decisions.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 7: Reporting on Operations
Other Operational Reports