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 by Agent
Use Agent By Agent reports to view current activity for an individual agent or to measure an
individual agent's performance trends.
DescriptionHistorical or
Real-Time
Report Name
Current agent states for selected agents.Ragent20: Agent Real Time
All the report data available from the Agent_Real_Time table.
ICM software generates Agent_Real_Time records for each
Ragent28: Agent Real Time All Fields
agent. This report is for online viewing or for exporting to
Excel. It is not formatted for printing.
Logon duration and logout date and time for each agent.Hagent03: Agent Media Logout Status
Agent task detail activity on incoming, outgoing, and internal
tasks, callback messages, and wrap-up work.
Hagent04: Agent Task Detail Activity
Agent task detail performance on abandoned, assistance,
hold, and conference tasks.
Hagent05: Agent Task Detail
Performance
Agent states and task detail events for agents with agent state
trace enabled. Displays data on the event that changed an
Hagent06: Agent State Trace Detail By
Events
agent's state, the new agent state, and the reason for the state
change.
Agent task summary for selected agents, organized by the
selected half hour(s).
Hagent21: Agent Task Summary Half
Hour
Agent task summary for selected agents, organized by the
selected day(s).
Hagent22: Agent Task Summary Daily
Agent state summary for selected agents, organized by the
selected half hour(s).
Hagent23: Agent Performance Summary
Half Hour
Agent state summary for selected agents, organized by the
selected day(s).
Hagent24: Agent Performance Summary
Daily
Agent half-hour activity and performance for all the agents
connected to the selected peripheral(s) during the selected
half-hour interval(s).
Hagent25: Agent Consolidated Half
Hour
Agent half-hour activity and performance for all the agents
connected to the selected peripheral(s) during the selected
day interval(s).
Hagent26: Agent Consolidated Daily
All the report data available from the
Agent_Skill_Group_Half_Hour table. ICM software generates
Hagent27: Agent Half Hour All Fields
Agent_Skill_Group_Half_Hour records for each logged on
agent. This report is for online viewing or for exporting to
Excel. It is not formatted for printing.
An overall summary of the not ready status of selected agents
in a given time period.
Hagent30: Agent Not Ready Summary
Summary details of the not ready status of selected individual
agent sessions in a given time period.
Hagent31: Agent Not Ready Detail
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
166
List of All Unified ICM Report Templates
Agent Templates