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 Peripheral
Use these templates to view current activity for agents on a common peripheral or to
measure/compare agents' performance trends for a common peripheral.
DescriptionHistorical or
Real-Time
Template Name
Table of real time Agent Statistics by PeripheralRagtper20: Agent Peripheral Real Time
Table of Agent real time statistics by PeripheralRagtper28: Agent Peripheral Real Time
All Fields
Table showing logon duration, logout date-time for each
agent by peripheral.
Hagtper03: Agent Peripheral Media
Logout Status
Table of agent call detail activity on incoming, outgoing,
internal calls and callback messages by peripheral.
Hagtper04: Agent Peripheral Task Detail
Activity
Table of agent call detail performance on abandon, assistance,
hold and conference calls by peripheral.
Hagtper05: Agent Peripheral Task Detail
Performance
Table of Call Statistics for Agent by Peripheral by Half HourHagtper21: Agent Peripheral Task
Summary Half Hour
Table of Call Statistics for Agent by Peripheral by DayHagtper22: Agent Peripheral Task
Summary Daily
Table of Agent Statistics by Peripheral by Half HourHagtper23: Agent Peripheral
Performance Summary Half Hour
Table of Agent Statistics by Peripheral by DayHagtper24: Agent Peripheral Agent
Performance Summary Daily
Table of Consolidated Call and Agent Statistics by Peripheral
by Half Hour
Hagtper25: Agent Peripheral
Consolidated Half Hour
Table of Consolidated Call and Agent Statistics by Peripheral
by Day
Hagtper26: Agent Peripheral
Consolidated Daily
Table of all fields for Agent by Peripheral by Half HourHagtper27: Agent Peripheral Historical
All Fields
Agent by Skill Group
Generate Agent By Skill Group reports to view current activity for agents in a skill group or to
measure and compare agent performance trends for a skill group.
DescriptionHistorical or
Real-Time
Template Name
Status Table that shows agent activity. Specifically, if the
agent is handling an Outbound Option Call.
Ragtskg06: Outbound Option (Blended
Agent)
Real Time Table showing current agents within a specified
skill group
Ragtskg20: ICM Agent Skill Group
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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List of All Unified ICM Report Templates
Agent Templates