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
Data for Non-Voice TasksData for Voice TasksType of
Data
Option Dialer places calls between agents
and customers.
Non-voice tasks do not change session ownership. These tasks
cannot be transferred or conferenced and supervisors cannot
barge into or intercept the task.
The ownership of a voice task can change
through the life of the call. Agents can
transfer the call or conference in another
agent.
Session
ownership
changes
Note that while it is possible for a Web Collaboration agent to
allow another agent to join a session and then drop the session,
leaving the second agent and the caller in session together, this
is not the same as a voice call transfer. Unified ICM software
interprets this as two different sessions, one for the original
agent and one for the second agent.
Also, while E-Mail Manager agents can forward messages to
other agents, this is not the same as a voice call transfer.
Unified ICM interprets messaging forwarding as two different
sessions, one for the original agent and one or the receiving
agent.
The Collaboration Server and E-Mail Manager do not enable
administrators to configure a short task time boundary.
Voice calls are considered to be short calls
if they disconnect within the time
Short calls
Therefore, non-voice tasks are not reported as short tasks, evenboundaries defined in the Agent Desk
Settings for short tasks. if they disconnect within the short task time defined in Agent
Desk Settings. Values of report fields pertaining to short calls
are set to zero.
Agents might be configured to handle multiple non-voice tasks,
such as multi-session chat, at the same time. If an agent is
Agents can handle one voice task at a time.
Agents can handle a voice task and an
e-mail task simultaneously.
Multiple
tasks
engaged in several non-voice tasks, the reports contain data
for each of the tasks.
E-MAIL is an interruptible MRD and
agents handling e-mail tasks can be These tasks might be from multiple skill groups. For instance,
because e-mail is an interruptible MRD, an agent can beinterrupted with a voice call. Reports show
working on an e-mail tasks while also working on a task or
call in any other medium.
the agent as Active for both the e-mail and
voice task.
Also, an agent might be working on three multi-session chat
sessions, each from a different skill group. Note that task
duration fields are also affected in reporting. For instance, the
half-hour duration fields might have a value greater than 30
minutes for non-voice tasks.
The Service Level for non-voice tasks is always set to "ignore
abandoned calls". The Service Level setting affects the Service
Level data in reports for non-voice tasks.
You determine which Service Level type
you want to use for voice tasks and this
setting affects the reporting data.
Service
Level
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Chapter 8: Reporting in a MultiChannel Environment
MultiChannel Reporting Data