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
•
to validate agent state transitions.
OPC on the ARS PG
With the ARS PG, the role of the OPC is enhanced as follows:
•
to include support for the Agent Routing Service peripheral type.
•
to provide support for delivering calls and call context to agents on the ACD/PBX.
•
to synchronize agent availability as seen on the ACD/PBX with the state used by the Unified
ICM when routing calls.
ARS PG Gateway
A new process, the ARS Gateway (see below), runs co-resident with the PIM and the OPC on
the ARS PG.
The ARS Gateway
The ARS Gateway is the process that transfers the traditional ACD functions to the Unified
ICM.
The ARS Gateway maintains the heartbeat and connection between the ARS PIM and the
ACD/PBX.
It communicates with the ACD/PBX via the PBX’s proprietary interface and translates (that
is, acts as a protocol converter for) call control, call events, device monitoring, and call routing
messages between the ARS PIM and the ACD/PBX.
Each ARS PG has a unique ARS Gateway specific to the proprietary protocol of the ACD/PBX.
Administrative Workstations
An Administrative Workstation (AW) is a PC that provides tools and resources to monitor the
activity of the system and to manage the Unified ICM software. (Two of these tools are the
Configuration Manager and the Script Editor.)
The Unified ICM software can support multiple AWs. An AW can be located at the Central
Controller site, at call center sites, or both.
An AW can be one of two types: a Distributor AW or a Client AW.
A Distributor AW has these characteristics:
•
Has an AW Database, which is a data repository for real time data (forwarded by the Router),
configuration data copied from the Central Database, and scripts (copied from the Central
Database)
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 1: System Architecture and Reporting
Administrative Workstations