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
DescriptionTerm
Unified ICM is configured to assign tasks to the agentRoutable
The Web Collaboration Option or E-Mail Manager Option is
configured the assign tasks to the agent.
Not Routable
While Routability determines whether the Router is allowed to assign tasks for this MRD, the
agent's Availability determines whether the agent is capable of handling new tasks.
An agent is Available, or eligible to be assigned a task in an MRD, if he or she meets all of
these conditions:
•
Is in any state other than Not Ready state for this MRD.
•
Is not working on a non-interruptible task in another MRD. Only e-mail tasks are interruptible,
meaning that Unified ICM can assign the agent another task while he is working on an e-mail.
Voice calls, single-session chat sessions, multi-session chat sessions, and Blended
Collaboration chat sessions cannot be interrupted.
•
Has not reached the maximum task limit for this MRD. For voice, single-session chat, e-mail
and Blended Collaboration MRDs, the task limit is always one task. For the multi-session
chat MRD, the task limit is customized through the Web Collaboration Option administration
application.
An agent is Not Available in an MRD if the agent is Not Ready, working on a voice,
single-session chat, multi-session chat, or e-mail task, or has reached his or her maximum task
limit.
Therefore, an agent is:
•
ICM available if he is Routable and Available for the MRD. This means that the agent can
be routed a task by Unified ICM.
•
Application available if he is Not Routable and Available for the MRD. This means that the
agent can be routed a task by the Web Collaboration Option or E-Mail Manager.
Consider the following call/task scenarios and how they affect agent mode and availability.
Table 7: Scenario 1: Not Routable - Multi-session Chat, then Voice
ResultScenario
Unified ICM does not assign a task to the agent from the
Voice MRD, since the agent is working on a
The agent is logged into two MRDs, multi-session chat and
voice.
non-interruptible task in the Multi-session Chat MRD.
The agent is Not Available in Voice.
The agent is not routable in the multi-session chat MRD.
The agent is assigned a task in the multi-session chat MRD
by the Web Collaboration Option.
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