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
Two Models of Reporting
The PIM is responsible for general monitoring functions that include accessing data on the
peripheral regarding agent groups, service, routes, trunk groups, and agents.
The level of data provided by the PIM is determined by the types of CTI links available on the
peripheral. The PIM can retrieve ACD statistics by using an event-based CTI feed, an aggregate
data CTI feed, or both. In general, an event-based CTI feed provides more data and capabilities
than an aggregate data CTI feed.
Event-Based Reporting
An event-based PIM (for example, the Aspect Event Link PIM) connects to a CTI link that
provides call events and agent state events.
Event-based PIMs base their data on agent and call state transitions reported from the ACD.
These PIMs convert CTI events received from the switch to CSTA-based OPC API messages,
which can then be forwarded to OPC. The OPC constructs the routing and monitoring data from
these events.
Aggregate-Based Reporting
Some aggregate-data PIMs connect to CTI links that provide aggregate skill group, service, and
route statistics. The aggregate-data PIM works by polling the ACD for certain data supported
over the switch vendor’s CTI link. The aggregate PIM reports to OPC those data components
that are required to build the OPI data elements.
When the PIM detects a change, it updates OPC, which informs the Router of the changed
values. ACD-specific data is supported by a passed-through API defined in the OPC interface.
OPC sends the data to the Router to be stored in the Central Database. Pass-through data requires
that the database define the table format of the records.
The ARS PG
The ARS PG must be installed on a separate, dedicated server, co-located with CTI Server and
CTI OS, and must be the only PG on that server.
Processes on the ARS PG described below.
PIM on the ARS PG
With the ARS PG, the role of the role of the PIM changes as follows:
•
to perform the following operations: dial plan address translation, telephony device reporting,
telephony device call control, and agent state transition validation.
•
to receive new configuration objects, such as for DeviceTargets and AgentDeskTopSettings,
as well as an updated version of the agent object.
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