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
number of calls closed, number of customers contacted and
the number of calls abandoned by the agent and abandoned
to IVR in a campaign for the selected time period for
Outbound Option campaigns. This report combines the
campaign data with skill group data to show how the calls
are being treated for this campaign.
Table that shows the breakdown of completed calls (outbound
calls, inbound calls and/or calls transferred to the campaign's
Hcamqry22/23: Campaign Consolidated
Detailed Half Hour Report/Daily
Report skill group) for the selected campaigns and their skill groups
for the selected time period.
Dialer and Dialer Port
DescriptionHistorical or
Real-Time
Template Name
Table that shows contacts, busy, voice, answer machine,
SITTone, detects for each dialer.
Rdialer01: Dialer Real Time
Table by half hour that shows contacts, busy, voice, answer
machine, SITTone, detects for each dialer.
Hdialer10: Status of each Dialer Half
Hour
Table that shows dialer activity on a port by port basisRdialpr01: Dialer Port Status Real Time
Call Type Templates
These reports show statistics for the Call Types defined in the system.
DescriptionHistorical or
Real-Time
Report Name
Table that shows routing and script data on Call Types defined
in the system.
Rcaltyp01: Call Type Status
Stacked bar graph that tracks busy and default routed calls for
Call Types for the current day.
Rcaltyp02: Call Type Counts
Bar graph of service levels since the end of last 5 minute and
half-hour intervals, and since midnight.
Rcaltyp04: Call Type Service Levels
Table summary of Call Type real time fields.Rcaltyp20: Call Type Real Time
Table summary of all real time fields.Rcaltyp24: Call Type Real Time All
Fields
Stacked Bar Graph of the number of tasks in queue within
service level and tasks in queue outside service level.
Rcaltyp25: Call Type Queue Status
Bar chart of tasks offered to CallTypes since the end of the last
half-hour interval.
Rcaltyp26: Call Type Tasks Offered
Over Half Hour
Bar graph of time (in seconds) for average delay in queue,
longest call in queue, and ASA over last 5 minutes.
Rcaltyp27: Call Type Queue Delay
Status Real Time
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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List of All Unified ICM Report Templates
Call Type Templates