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
Reports
There are three reports related to application gateways that report on such data as the number
of query requests issued to a host system and the delay involved in making queries. See
Application Gateway, Application Path, and Script Queue Templates (page 170).
Configuration
Before you can use these nodes in a script, you must first configure the gateways. The application
gateway requires connection information to communicate with the external application. You
perform this task using the Configuration Manager.
You use the Configuration Manager to configure connection information to communicate with
an Application Gateway.
Within the Configuration Manager, select Tools > List Tools > Application Gateway List.
Reporting on Routes and Routing Clients
A route is a value that a routing script returns. This value maps to a service and specific target
at a peripheral. It represents the destination for a call and the type of service to be offered to the
caller.
Unified ICM converts the route to a label and sends the label to the routing client. The routing
client then delivers the call to a specific trunk group and DNIS. The peripheral is responsible
for recognizing the trunk group and DNIS and delivering the call to the appropriate target.
A routing client is an entity that sends routing requests to Unified ICM software, seeking a
destination (route)for a call. A routing client typically corresponds to a subsystem within an
interexchange carrier or to a peripheral (ACD, VRU, PBX) that is performing Post-Routing.
Reports
You can report on many types of call statistics for routes, such as the number of calls in progress,
calls in queue, or calls handled (either in real-time or over a specified period of time).
See Route Templates (page 165). and Routing Client Templates (page 174).
Configuration
To configure routes, use the Configuration Manager’ s Route Bulk tool to create multiple routes.
To create individual routes, use the Configuration Manager’s explorer tool appropriate for the
route target.
To configure routing clients, from the Configuration Manager menu, select Tools > Explorer
Tools > NIC. Click the Routing Client tab.
Reporting on Trunks and Trunk Groups
Every peripheral has one or more associated trunk groups, with each trunk group containing
one or more physical trunks.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 7: Reporting on Operations
Other Operational Reports