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 that shows all skill groups and their associated
Outbound Option Stats.
Rperskg11: Outbound Option (Blended
Agent) Statistics
Table of real time Peripheral Skill Group StatisticsRperskg20: ICM Peripheral Skill Group
Status Real Time
Table of all fields Skill Group Real Time StatisticsRperskg28: Peripheral Skill Group Real
Time All Fields
Table of Logout Real Time Statistics for Skill GroupRperskg29: Peripheral Skill Group
Logout Real Time
Table of half-hour FTE counts for agents signed on, idle,
available, talking, and in wrap-up.
Hperskg08: FTE for Peripheral Skill
Groups Half Hour
Stacked bar graph showing a normalized percentage of
agent-states over specified range of time.
Hperskg09: Peripheral Skill Group
Normalized Agent State
Table of half-hour outbound option counts for agents signed
on, handle, talk and hold.
Hperskg12: Outbound Option (Blended
Agent) Call Detail Performance in
Skill Groups Half Hour
Table of Call Statistics for Peripheral Skill Group by Half
Hour
Hperskg21: ICM Peripheral Skill Group
Task Summary Half Hour
Table of Call Statistics for Peripheral Skill Group by DayHperskg22: ICM Peripheral Skill Group
Task Summary Daily
Table of Peripheral Skill Group Statistics by Half HourHperskg23: ICM Peripheral Skill Group
Performance Summary Half Hour
Table of Peripheral Skill Group Statistics by DayHperskg24: ICM Peripheral Skill Group
Performance Summary Daily
Table of Consolidated Call and Skill Group Statistics by Half
Hour
Hperskg25: ICM Peripheral Skill Group
Consolidated Half Hour
Table of Consolidated Call and Skill Group Statistics by DayHperskg26: ICM Peripheral Skill Group
Consolidated Daily
Table of all fields for Skill Group by Half HourHperskg27: Peripheral Skill Group
Historical All Fields
Enterprise
An enterprise skill group is a collection of peripheral skill groups. They can be from the same
contact center or from several contact centers. All enterprise skill group tabular reports have
drill-down reports available.
DescriptionHistorical or
Real-Time
Template Name
Stacked bar graph showing numbers of agents in talking,
idle, available, and wrap-up states.
Rentskg01: Enterprise Skill Group
Status Real Time
Stacked bar graph showing the percentage of agents in
available, idle, talking, and wrap-up states.
Rentskg03: Enterprise Skill Group
Agent State Status
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
179
List of All Unified ICM Report Templates
Skill Group Templates