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
Permanent loss of historical data can occur if the emergency purge removes historical data that
has not yet made it to an HDS and has also not replicated to the peer Logger that is 'down' or
in the recovery process.
Database used percentage is displayed as a normal status message in the replication process
every few minutes. You can occasionally monitor this value to make sure that is does not grow
too often or too fast. Emergency purge occurs when the percentage used is greater than the
configured value (usually 90%).
See also Troubleshooting Historical Data Server (page 153).
Data Loss from PIM Failure
The Peripheral Interface Manager (PIM) is the process on the Peripheral Gateway responsible
for the actual connection to the peripheral and for normalizing the CTI interface on behalf of
Unified ICM.
If a PIM fails, if the link between the PIM and the ACD goes down, or if the ACD goes down,
then all of the reporting data that has been gathered for the peripheral associated with the PIM
is deleted.
The state of all agents on that peripheral is set to logged out and is reported as such to the Router.
The Router has no way of determining what was going on at the ACD while the PIM was out
of contact with the ACD. When the PIM reconnects to the ACD, the ACDS do not send the
PIM sufficient information to allow the recording of accurate historical reporting data for the
half hour(s) in which the disconnect took place.
Note when the PIM reconnects to the ACD, most ACDs do pass information to the PIM about
each agent’ s state and duration in that state. While this is not enough to allow accurate historical
reporting data to be recorded, it is enough to allow the Router to make accurate call routing
decisions.
When the PG is duplexed, either the Side A or Side B PIM is active for each peripheral. If one
side loses connection, the other comes up and activates.
Other Possible Points of Failover
Peripheral Gateway/CTI Manager Service Fail-over
If the agent’s PG shuts down or the CTI Manager service shuts down, the agent is momentarily
logged out. The agent might be logged in again automatically once the backup PG or CTI
Manager comes into service. The agent Media Logout Status reports for the agent, agent skill
group, agent team, and agent peripheral show a logout reason code of 50002.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
148
Chapter 10: Reporting Implications of Data Loss and Component Failover
Data Loss from PIM Failure