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
1. Select Tools > Explorer Tools > PG Explorer.
2. Click Retrieve and select a peripheral.
3. Click the Advanced tab.
4. Set Answered Short Calls Threshold to a value in seconds less than your Service Level
Threshold but greater than zero.
This value is the length of time during which answered calls are considered abandoned.
See also:
Planning for Short Calls (page 70)
Reporting on Short Calls (page 116)
Configuring Skill Groups and Enterprise Skill Groups
To configure a Skill Group:
1. From Configuration Manager, select Tools > Explorer Tools > Skill Group Explorer.
2. When the Skill Group Explorer window appears, click Add to create a new Skill Group,
or click Retrieve and select an existing Skill Group.
3. Complete the configuration fields on all tabs.
Note: If you have configured sub-skill groups from several peripherals or from different media,
group only the sub-skill groups into the Enterprise Skill Group and not both base and sub-skill
groups.
To configure a Sub-Skill Group:
1. From Configuration Manager, select Tools > Explorer Tools > Skill Group Explorer.
2. When the Skill Group Explorer window appears, click Add to create a new Skill Group,
or click Retrieve and select an existing Skill Group.
3. Complete the Subgroup Mask tab and the Sub Skill Groups tab.
These tabs are available only if you have maintenance access and only if the selected
peripheral can have subskill groups.
See the ICM Configuration Guide for Cisco ICM Enterprise Edition for details.
Note: Not all ACDs support sub-skill groups.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
197
Configuration and Scripting for Reporting
Configuring Skill Groups and Enterprise Skill Groups