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
3. Complete the Attributes tab.
Configuring and Scripting for Service Level Threshold and Type
Configuring and scripting for service level reporting involves configuring the service level type
and the service level and creating routing scripts that gather the correct statistics.
You can configure Service Levels in different ways, depending on the kind of information you
want them to provide.
Service Levels are defined at a system level and are also configured for peripherals and for
services. These settings have a hierarchical relationship.
For example, you can configure the Service Level settings for all services on a peripheral and
override these settings for individual services. If you do this, the service level defined at the
service takes precedence over the service level defined at the peripheral.
System defaults for Service Level configuration are as follows:
•
Call Type Service Level Threshold: 20
•
Call Type Service Level Type: Ignore Abandoned calls
•
Service Level Threshold: -1
This means the value for Media_Routing_Domain.ServiceLevelThreshold for the same
MRDomainID as the service is used.
•
Service Level Type: Default
This means the software uses the default specified for the associated peripheral.
To set the service level for a service:
1. From the Configuration Manager, select Tools > Explorer Tools > Service Explorer.
2. Click Retrieve and select a Service.
3. On the Service tab, enter the values you want for Service Level Threshold and Service
Level Type.
Consider these guidelines when configuring and scripting service level:
•
Service level time begins as soon as the call enters a Call Type. Therefore set up Call
Types/scripts used specifically to collect queue and agent statistics such that service level
time begins once a call is queued to a skill group. Define service levels only for Call Types
that point to a script that includes a Queue to Skill Group Node.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Configuration and Scripting for Reporting
Configuring and Scripting for Service Level Threshold and Type