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
PG CTI server is down for more than the time limit configured for the MRD, reporting on tasks
might be ended prematurely and restarted with the connection is reestablished
The application instance can assign tasks to agents while the connection or CTI server is down
and, if the connection to the MR PG is up, can continue to send routing requests to the central
controller and receive routing instructions. However, no reporting data is stored for the tasks
while the connection is down. Also, any tasks that are assigned and completed while the
connection or CTI server is down do not appear in reports. If the connection between the Agent
PG CTI server and the Router shuts down or if the Router shuts down, the application instance
continues to send messages to the CTI server and agent activity is tracked. However, this
information is not sent to the Router until the connection or the Router is restored, at which
time the cached reporting information is sent to the central controller.
Note: If the central controller shuts down, this also affects the application instance/MR PG
interface.
If the PIM shuts down, voice media routing is unavailable for agents associated with the PIM.
However, the Central Controller can continue to assign non-voice tasks to agents associated
with the PIM, and the CTI server can continue to process messages and requests about agents
associated with the PIM for non-voice Media Routing Domains. When the connection is restored,
voice media routing is available again.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 10: Reporting Implications of Data Loss and Component Failover
Other Possible Points of Failover