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
Figure 18: Agent State Hierarchy
In this diagram, an agent belongs to two skill groups in the Multi-session Chat MRD and is
configured to work on up to six simultaneous multi-session chat tasks in each MRD.
In the first skill group, the agent is working on three tasks. The agent's states for those tasks are
Work Ready, Reserved, and Paused. Work Ready is the state reported for the agent at the skill
group level, because Work Ready is higher than Reserved and Paused in the state hierarchy.
In the second skill group, the agent is working on two tasks. The agent's states for those tasks
are Active and Reserved. Active is the state reported for the agent at the skill group level, because
Active is higher than Reserved in the state hierarchy. For the Multi-session Chat MRD, the
agent's state is Active because Active is higher than Work Ready in the hierarchy.
MultiChannel Reporting Data
Unified ICM databases store information about agent activity and tasks routed by Unified ICM,
including tasks that are submitted by the Web Collaboration Option or E-Mail Manager Option.
Reports contain a Media field, when appropriate, to identify the MRD of each task included in
the report.
The following table describes major differences between voice and non-voice tasks in reports.
Non-voice tasks include single-session chat, multi-session chat, e-mail, and Blended
Collaboration.
Table 13: Report Data for Multi-Channel Options
Data for Non-Voice TasksData for Voice TasksType of
Data
Task direction is always incoming, and values of report fields
pertaining to outgoing non-voice tasks are set to null.
Task direction can be both incoming (agent
receives call) and outgoing (agent places
call).
Task
direction
Note that calls placed by Cisco Outbound
Option appear as incoming calls because
of the manner in which the Outbound
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 8: Reporting in a MultiChannel Environment
MultiChannel Reporting Data