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
Rolling 5-minute grid showing agent states in full-time
equivalent (FTE) counts and the number of tasks queued.
Rentskg04: ICM Rolling 5-minute
Enterprise Skill Group Status
Bar graph of percent utilization of agents (ratio between time
logged on and time handling calls).
Rentskg05: Enterprise Skill Group %
Utilization of Ready Agents
Table of real time Skill Group Statistics by Enterprise Skill
Group
Rentskg20: ICM Enterprise Skill Group
Status Real Time
Table of all fields Skill Group Real Time Statistics by
Enterprise Skill Group
Rentskg28: Enterprise Skill Group Real
Time All Fields
Table of Logout Real Time Statistics for Skill Group by
Enterprise Skill Group
Rentskg29: Enterprise Skill Group
Logout Real Time
Table showing half-hour data on calls handled, calls made,
and average agent times in handle, active, hold, and wrap-up.
Hentskg06: Enterprise Skill Group
Performance Half Hour
Table of per-day FTE number of agents, calls counts, and
average agent handling times for handle, active, hold and
wrap-up
Hentskg07: Enterprise Skill Group
Performance Daily
Table of half-hour FTE counts for agents signed on, idle,
available, talking, and in wrap-up.
Hentskg08: FTE for Enterprise Skill
Groups Half Hour
Stacked bar graph showing a normalized percentage of
agent-states over specified range of time.
Hentskg09: Enterprise Skill Group
Normalized Agent State
Table of Call Statistics for Skill Group by Enterprise Skill
Group by Half Hour
Hentskg21: ICM Enterprise Skill Group
Task Summary Half Hour
Table of Call Statistics for Skill Group by Enterprise Skill
Group by Day
Hentskg22: ICM Enterprise Skill Group
Task Summary Daily
Table of Skill Group Statistics by Enterprise Skill Group by
Half Hour
Hentskg23: ICM Enterprise Skill Group
Performance Summary Half Hour
Table of Skill Group Statistics by Enterprise Skill Group by
Day
Hentskg24: ICM Enterprise Skill Group
Performance Summary Daily
Table of Consolidated Call and Skill Group Statistics by
Enterprise Skill Group by Half Hour
Hentskg25: ICM Enterprise Skill Group
Consolidated Half Hour
Table of Consolidated Call and Skill Group Statistics by
Enterprise Skill Group by Day
Hentskg26: ICM Enterprise Skill Group
Consolidated Daily
Table of all fields for Skill Group by Enterprise Skill Group
by Half Hour
Hentskg27: Enterprise Skill Group
Historical All Fields
Peripheral
A peripheral skill group is a skill group associated with a specific single peripheral (ACD, PBX,
IVR) in the contact center enterprise. Peripheral skill group templates are the same templates
as base skill group templates with one exception: they do not have drill-down reports available,
while base skill group tabular templates do.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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List of All Unified ICM Report Templates
Skill Group Templates