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
Table 8: Scenario 2: Not Routable - Voice then E-Mail
ResultScenario
Unified ICM does not assign e-mail tasks to the agent. The agent is Not
Available in the e-mail MRD.
The agent is logged into two MRDs,
multi-session chat and voice.
E-mail tasks can still be placed in the agent's personal queue in this
scenario by the E-Mail Manager Option. E-mail tasks might also be sent
The agent is not routable in the e-mail MRD.
The agent is assigned a call in the Voice MRD.
to the agent's queue as a result of a customer responding to an E-Mail
from the agent. See Cisco E-Mail Manager documentation for complete
information on routing E-Mail tasks.
Table 9: Scenario 3: Not Routable - Voice then Single-session Chat
ResultScenario
Web Collaboration Option does not assign
single-session chat tasks to the agent. The agent is Not
Available in single-session chat.
The agent is logged into two MRDs, single-session chat and
voice.
The agent is not routable in the single-session chat MRD.
The agent is assigned a call in the Voice MRD.
Table 10: Scenario 4: Routable - Maximum task limit
ResultScenario
Unified ICM continues to assign tasks to the agent until
the agent has reached his maximum task limit. The agent
The agent is logged into a multi-session chat MRD
(maximum task limit for the agent in this MRD is 6).
is ICM Available in the multi-session chat MRD, even
though the agent is Active on a task.
The agent is routable in the multi-session chat MRD.
The agent is assigned a task in the multi-session chat MRD.
Table 11: Scenario 5: Routable (busy on non-interruptible task)
ResultScenario
Unified ICM does not assign a multi-session chat task to the agent,
since the agent is working on a non-interruptible task in the voice
The agent is logged into two MRDs, multi-session
chat and voice.
MRD. The agent is Not Available in the multi-session chat MRD
The agent is routable in the multi-session chat MRD.
even though the agent is Not Active in multi-session chat skill
groups.
The agent is assigned a voice call in the voice MRD.
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