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
HDS, in architecture....16
logger....9
multichannel architecture....128
peripherals and PGs....9
router....8
VRUs, in architecture....18
WebView Server, in architecture....17
tasks
direction in multichannel environment....133
task states....83
task times....90
task types....88
voice and non-voice....133
templates....27
transfers
and call metrics....95
and database fields....94
blind and consultative....93
transfers, between agents....93
transfers, configuration....193
transfers, planning....73
translation routing....22, 38, 40, 67
translation routing, configuration....199
translation routing, planning....74
troubleshooting
agent not ready reason codes, troubleshooting....154
agent reporting, troubleshooting....153
agent state trace, troubleshooting....154
application gateway reporting, troubleshooting....155
call type reporting, troubleshooting....155, 156, 157,
158, 159
HDS, troubleshooting....161
queue information, troubleshooting....162
skill group reporting, troubleshooting....157, 159
trunk groups, troubleshooting....164
trunk groups
trunk groups, templates....182
trunk groups, troubleshooting....164
trunks and trunk groups
trunks and trunk groups, reports....124
unexpected conditions....74
voice response units....18
VRUProgress variables....75, 121
VRUs....18
CVP....122
enterprise....39
service control....18, 42
VRU application reporting....117
VRU applications, information gathering ....117
VRU applications, queuing....117
VRU applications, self-service....117
VRUs, configuration....198
VRUs, planning....75
VRUs, troubleshooting....163
VRU utilization reporting....120
WebView....27
date and time range....30
drill down....28
exporting report data....28
historical reports....30
printing reports....29
real-time reports....30
report categories....31
report thresholds....29
saving and scheduling reports....29
selecting items....30, 62
WebView Server....16, 17
WebView templates
and multichannel applications....135
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
Index 205
Index