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
When a call is queued to more than one skill group, the call is counted as queued in each skill.
Therefore, it appears that the call is being counted more than once. At the Call Type service
level, these calls are correctly counted as only one call. Similarly, if the call abandons while
queued, it is counted as an abandon in each skill group to which it is queued but is counted
correctly as one call at the Call Type service level.
Action:
None required
Calls counted as errors in Call Type reports
Symptom:
Call Type reports show calls being counted as errors.
Message:
None
Cause:
This is expected behavior. The error count for the call type is incremented for three events.
These events include:
•
An error occurs in the script and a default route is not configured.
Examples of script errors include:
–
The calls enters a loop in the script and is executed in more script nodes than the
configuration allows and a default label does not exist.
–
A call is queued for longer than the maximum queue time configured and a default label
does not exist.
–
A terminating node does not lead to a label and a default label does not exist.
•
A TCD record is written with a CallTypeID that has a Call Disposition that is unexpected or
not counted elsewhere (The CallDispositionFlag will be 4). For Router errors, this includes
calls with RouterErrorCode in RCD which is greater than 0 but not 448. For Agent errors,
this includes Call Dispositions 1, 4, 8-12, 16-18, 20-27, 31-33, 39, 42, 44-51.
•
An error occurs at the VRU or CallManager that causes the call to fail before the Router has
completed the call routing.
Action:
To avoid script errors from being reported as errors of the Call Type, configure default labels
and default routes for scripts.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 11: Troubleshooting Report Data
Troubleshooting Call Type and Skill Group Reporting