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
Media Classes include:
•
Voice, which includes incoming and outgoing phone calls. Voice also includes Web Callback
and Delayed Callback through the Web Collaboration Option
•
Single-session chat, through Web Collaboration Option
•
Multi-session chat, through Web Collaboration Option
•
Blended Collaboration, through Web Collaboration Option
•
Email, through E-Mail Manager Option
If your system is designed to handle voice-calls only, you have the Voice Media Class only.
A Media Routing Domain (MRD) is a collection of skill groups and services that are associated
with a common media class. Unified ICM uses Media Routing Domains (MRDs) to organize
how requests for different media are routed.
Each skill group is assigned to a Media Routing Domain. ICM software uses MRDs to route a
task to an agent who is associated with a skill group and a particular medium.
Each Media Routing Domain belongs to a Media Class.
You can report on activity for all of the MRDs that you have configured in your system.
When configuring your system, you first configure MRDs in Configuration Manager and then
enable the appropriate MRDs on the Collaboration Server and E-Mail Manager applications.
MRDs have unique IDs across the enterprise.
The Voice MRD is created by default for all deployments.
Agent Availability and Routability
The ability for Unified ICM to route a call or multichannel task to an agent depends on the
agent's routability and availability within the MRD of the call or task. WebView reports contain
fields indicating agents' availability in the MRD.
An agent might be in Routable or Not Routable mode for each MRD to which he belongs.
Routability refers to whether Unified ICM or the Web Collaboration Option or E-Mail Manager
Option is configured to assign tasks to the agent. For example, your system might be configured
to allow the Web Collaboration Option to select an agent to handle a task. In this case, Unified
ICM gathers reporting data for those tasks, but does not perform the routing. If Unified ICM is
configured to assign the task, it both routes and reports on the task.
For voice calls, Unified ICM is always configured to route the call. Therefore, the agent is
always Routable.
The following table describes what it means when an agent is Routable and Not Routable.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 8: Reporting in a MultiChannel Environment
Agent Availability and Routability