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
delay and inconsistency....145
entities....183, 185
flow from logger to HDS....143
in fail-overs....143
reporting entities....185
reporting models....14
report selections....30, 62
RONA....92
router....8
routes
routes, templates....173
routes and routing clients
routes and routing clients, reports....124
routing....37
enterprise....67
routing clients
routing clients, templates....174
routing scripts....8, 23, 44, 60, 62, 65, 67
scheduling reports....29
script queue, templates....170
service array, templates....177
service control VRUs....18, 42, 67
service level
service level, VRU service....108
service level calculation....106
service level threshold....69, 106
service level type....106
service level type ....70
voice and non-voice tasks....134
service level reporting....105
service levels....22
in multichannel environments....134
service levels, configuration....195
service members....22, 68
service reports....101
services....21
peripheral services, templates....176
service, planning....68
services, configuration....194
shoirt calls
short call reporting....116
short calls....22
in multichannel environments....134
short calls, configuration....196
short calls, configuring....70
short calls, planning....70
voice and non-voice tasks....134
short calls, abandoned....70
short calls, answered....71
skill group reporting
skill group reporting, troubleshooting....157, 159
skill groups....22
and agent states....82
and transfers, conferences....95
skill group agent reporting....79
skill group operations eporting....113
skill groups, agent activity in....79
skill groups, configuration....197
skill groups, planning....71
skill groups, templates....180
skills based routing....39
skills based routing....39
sub-skill groups....35, 71
sub-skill groups, configuration....197
supervisors....98
supervisors, configuration....192
system architecture....7
administrative workstations....15
agent and supervisor Desktops....18
central controller....8
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
Index 204
Index