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
backups....66
base skill groups....71
base skill groups, templates....178
blind transfer....93
CAD....18
call detail data....17, 26
callrouter....8
call type and skill group data, comparing records....34
call type reporting
call type reporting, templates....172
call type reporting, troubleshooting abandoned
calls....159
call type reporting, troubleshooting caller
disconnects....155
call type reporting, troubleshooting calls counted as
errors....158
call type reporting, troubleshooting calls offered...159
call type reporting, troubleshooting Calls Offered.157
call type reporting, troubleshooting Overflow Out.156
call type reports....101
call types....21
call types, configuration....193
call types, planning....64
changing call types....65, 67
central controller....8
central database....9
Cisco Collaboration Server....127
Cisco E-Mail Manager....127
Cisco product name changes....1
client AW....16
conferences
and agent reporting....93
and call metrics....95
and database fields....94
conferences, configuration....193
conferences, planning....73
configuration
configuration data....23
on the ACD....61
configuration, reporting entities....61, 185
naming convention....62
consultative transfer....93
CTI Manager Service fail-over....148
CTI OS....18
CTI OS Server fail-over....149
custom reports....27, 28, 60, 65
CVP....122
database tables....23, 27, 186
temporary tables....144
data holes....145
data retention....146
Default Skill Group Reporting....82
distributor AW....15, 16
enable agent reporting....190
enterprise queuing....39, 40
enterprise routing....67
enterprise services....22, 101
enterprise services, configuration....194
enterprise services, planning....68
enterprise services, templates....175
enterprise skill groups....22
enterprise skill groups, configuration....197
enterprise skill groups, planning....72
enterprise skill groups, templates....179
event-based reporting....14
fail-over
agent desktop fail-over....149
application instance fail-over....150
fail-over, effect on reporting....143
logger and HDS....145
MR PG fail-over....150
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
Index 202
Index