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
Agent_Skill_Group_Half_HourService_Real_Time
HoldTimeToHalf: +40 sec.
Database Updates During Wrap-up
Table 17: Call Scenario 1D: Tables Updated during Agent Wrap-up
Service_Half_Hour TableSkill_Group_Real_TimeSkill_Group_Half_Hour
CallsHandledToHalf: +1CallsHandledTo5: +1CallsHandledToHalf: +1
TalkTimeToHalf: +10 sec.WorkNotReady: -1IncomingCallsOnHoldToHalf: +1
AvgTalkTimeToHalf: +10 sec.Ready: +1LoggedOnTimeToHalf: +9 sec.
HandleTimeToHalf: +59 sec.Avail: +1WorkReadyTimeToHalf: +9 sec.
AvgHandleTimeToHalf: +59 sec.LoggedOnTimeTo5: +9 sec.HandledCallsTimeToHalf: +59 sec.
WorkReadyTimeTo5: +9 sec.AvgHandledCallsTimeToHalf: +59 sec.
HandledCallsTimeTo5: +59 sec.HandledCallsTalkTimeToHalf: +10 sec.
AvgHandledCallsTimeTo5: +59 sec.AvgHandledCallsTalkTimeToHalf: +10
sec.
HandledCallsTalkTimeTo5: +10 sec.
AvgHandledCallsTalkTimeTo5: +10
sec.
Agent_Skill_Group_Half_HourService_Real_Time
CallsHandledToHalf: +1CallHandledTo5, Half, Today: +1
IncomingCallsOnHoldToHalf: +1TalkTimeTo5, Half, Today: +10 sec.
LoggedOnTimeToHalf: +9 sec.AvgTalkTimeTo5: +10 sec.
WorkReadyTimeToHalf: +9 sec.HandleTimeTo5, Half, Today: +59 sec.
HandledCallsTimeToHalf: +59 sec.AvgHandleTimeTo5: +59 sec.
HandledCallsTalkTimeToHalf: +59 sec
Database Updates When Agent Becomes Available
Table 18: Call Scenario 1E: Tables Updated when Agent Becomes Available
Service_Half_Hour TableSkill_Group_Real_TimeSkill_Group_Half_Hour
N/AAvailTimeTo5: +12 sec.AvailTimeToHalf: +12 sec.
LoggedOnTimeTo5: +12 sec.LoggedOnTimeToHalf: +12 sec.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 9: Sample Call Scenario
Call Abandoned While On Hold Scenario