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 current logon date time, state and last state
change for agents in a team by skill group.
Ragteam02: Agent Skill Group Status
Table of Agent Real Time Statistics.Ragteam20: Agent Team Real Time
Table of Agent Real Time Statistics by Agent TeamRagteam28: Agent Team Real Time All
Fields
Table showing the number of skill groups assigned to the
agents for a given team.
Ragteam29: Agent Team Skill Group
Assignment Real Time
Table showing number of agents in each state for a given
team.
Ragteam32: Agent Team State Counts
Real Time
Table showing logon duration, logout date-time for each
agent by team.
Hagteam03: Agent Logout Status
Table of agent call detail activity on incoming, outgoing,
internal calls and callback messages by team.
Hagteam04: Agent Task Detail Activity
Table of agent call detail performance on abandon, assistance,
hold and conference calls by team.
Hagteam05: Agent Task Detail
Performance
Table of Call Statistics for Agent by Agent Team by Half
Hour
Hagteam21: Agent Team Task Summary
Half Hour
Table of Call Statistics for Agent by Agent Team by DayHagteam22: Agent Team Task Summary
Daily
Table of Agent Performance Statistics by Agent Team by
Half Hour
Hagteam23: Agent Team Performance
Summary Half Hour
Table of Agent Performance Statistics by Agent Team by
Day
Hagteam24: Agent Team Performance
Summary Daily
Table of Consolidated Call and Agent Statistics by Agent
Team by Half Hour
Hagteam25: Agent Team Consolidated
Half Hour
Table of Consolidated Call and Agent Statistics by Agent
Team by Day
Hagteam26: Agent Team Consolidated
Daily
Table of all fields for Agent by Agent Team by Half HourHagteam27: Agent Team Historical All
Fields
Table of task durations for Incoming and Outgoing tasks
handled by Agents in a Team by Half Hour.
Hagteam33: Agent Team
Incoming/Outgoing Task Durations
With Agent Detail Half Hour
Table of task durations for Incoming and Outgoing tasks
handled by Agents in a Team by Day.
Hagteam34: Agent Team
Incoming/Outgoing Task Durations
With Agent Detail Daily
Table of task durations for Incoming and Outgoing tasks
handled by Agent Teams by Half Hour.
Hagteam35: Agent Team
Incoming/Outgoing Task Durations
Half Hour
Table of task durations for Incoming and Outgoing tasks
handled by Agent Teams by Day.
Hagteam36: Agent Team
Incoming/Outgoing Task Durations
Daily
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