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
at a peripheral. It is generated for each call that arrives at a peripheral (provided the proper
monitoring is enabled for the peripheral).
•
If there is a Call Alert event, the amount of time the call spent ringing is added to the Call
object for RingTime in the Termination_Call_Detail record.
RingTime is the number of seconds that the call spent ringing at the agent’s teleset before
being answered.
•
If the answering device is an agent, the following data elements and call objects are changed:
–
The AgentsTalking data element for the service and/or route associated with the call is
increased by one (+1).
AgentsTalking is a service and route database element that provides a count of the number
of service agents currently in one of several talking states.
–
The call is associated with the agent and the agent is placed in the TalkingIn state on behalf
of the call. This increases by one (+1) the count for TalkingIn for the skill group associated
with the call the agent is handling.
TalkingIn is a database element for skill groups that provides a count for the number of
agents in the skill group currently talking on inbound calls.
–
The parameters used to calculate the database element AvgSpeedAnswer are modified.
AvgSpeedAnswer is a service and route data element. It provides the average
AnswerWaitTime for all calls to the service or route (that is, the average time that all calls
to the service or route had to wait before being answered). The calculation for
AvgSpeedAnswer is AnswerWaitTime / CallsAnswered.
–
The CallsAnsweredHalf (in the real-time database tables) and CallAnsweredTo5 (in the
five-minute tables), are increased by one (+1).
–
The AnswerWaitTime for the call is added and written to the database.
AnswerWaitTime is the elapsed time from when the call was offered at the peripheral to
when is was answered. It includes any RingTime, LocalQTime, and DelayTime (all from
the Termination_Call_Detail records) associated with calls.
–
RingTime, LocalQTime, and DelayTime are added to AnswerWaitTimeTo5.
–
TalkTime for the call begins to be monitored.
TalkTime is a service completed call time data element. It is populated with TalkTime
and HoldTime from the Termination_Call_Detail record for the call. The value is not
updated in the database until any after-call work associated with the call is completed.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 1: System Architecture and Reporting
Peripherals and Peripheral Gateways