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
Index
abandoned calls....103
and call type reports....104
abandoned short calls....70, 105, 116
ACD
ACD configuration....61
ACD queuing....39
ACD reports....32
ACD routing scripts....63
ACD Supplement Guides....3, 61
administrative workstations....15
agent availability....129
agent by agent templates....166
agent by peripheral templates....167
agent by skill group templates....167
agent by team templates....168
agent desktops....18
agent desktop fail-over....149
agent logout reason codes....85
agent logout reason codes, configuration....192
predefined....86
agent not ready reason codes....87
agent not ready reason codes, configuration....191
agent PG fail-over....150
agent PIM fail-over....150
agent reporting
agent reporting, planning....63
agent reporting, reporting....189
agent reporting, troubleshooting....153
agent RONA statistics....92
autoconfigure agents....190
enable agent reporting....153
agent states
agent states, Outbound Option....91
agent states, reporting on....80
and skill groups....82
and tasks....83
in multichannel environments....132
list of....80
agent state trace....63
agent state trace, configuration....190
agent supervisors....98
agent task handling, reporting on....88
agent teams....63, 98
agent teams, configuration....192
aggregate-based reporting....14
all fields reports....28
answered short calls....70, 116
application gateway
application gateway, reports....123
application gateway, templates....170
application gateway, troubleshooting....155
application path
application path, reports....123
application path, templates....170
ARS Gateway....15
ARS PG
ARS Gateway....15
OPC....15
PIM....14
ASA....84
ASA, agent....84
ASA, call type....102
ASA, service....102
ASA, skill group....85
ASA reporting....102
autoconfigure agents....190
Average Speed of Answer....84, 102
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
Index 201
Index