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
DescriptionHistorical or
Real-Time
Template Name
Table showing all fields available from the
Skill_Group_Real_Time table.
Ragtskg28: Agent Skill Group Real
Time All Fields
Status Table showing logon duration, logout date-time for
each agent by skill group.
Hagtskg03: Agent Logout
Table of agent call detail activity on incoming, outgoing,
internal calls and callback messages by skill group.
Hagtskg04: Agent Task Detail Activity
Table of agent call detail performance on abandon, assistance,
hold and conference calls by skill group.
Hagtskg05: Agent Task Detail
Performance
Table showing analysis of all the calls handled by an agent
in a skill group
Hagtskg07: Agent Task Analysis
Table of Outbound Option call detail performance on
predictive and progressive calls by skill group.
Hagtskg10: Outbound Option (Blended
Agent) Predictive and Progressive
Calls Detail Performance
Table of Outbound Option call detail performance on preview
calls by skill group.
Hagtskg11: Outbound Option (Blended
Agent) Preview Call Detail
Performance
Table of Outbound Option task detail performance on
reservation calls by skill group.
Hagtskg12: Outbound Option (Blended
Agent) Reservation Call Detail
Performance
Table showing incoming and outgoing call counts and call
treatments in half hour increments.
Hagtskg21: Agent Skill Group Task
Summary Half Hour
Table showing daily totals for incoming and outgoing call
counts and call treatments.
Hagtskg22: Agent Skill Group Task
Summary Daily
Table of Agent Performance Statistics by Skill Group by
Half Hour
Hagtskg23: Agent Skill Group
Performance Summary Half Hour
Table of Agent Performance Statistics by Skill Group by DayHagtskg24: Agent Skill Group
Performance Summary Daily
Table showing call statistics and agent time allocations by
half-hour interval.
Hagtskg25: Agent Skill Group
Consolidated Half Hour
Table showing daily totals for call statistics and agent time
allocations by skill and agent.
Hagtskg26: Agent Skill Group
Consolidated Daily
Table showing all fields available from the
Agent_Skill_Group_Half_Hour table.
Hagtskg27: Agent Skill Group Historical
All Fields
Agent by Team
Use these reports to view current activity for agents in a team or to measure and compare agent
performance trends for a team.
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