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
Agent/Supervisor Desktops
Unified ICM supports two server-based CTI solutions that provide desktops for contact center
agents and supervisors. These are Cisco CTI Object Server (CTI OS) and Cisco Agent/Supervisor
Desktop (CAD).
Certain settings must be configured on the Agent Desktops to match corresponding settings
configured in Configuration Manager.
An example of Agent Desktop settings that must synchronize with Configuration Manager
settings are Logout and Not Ready reason codes—if they are supported for the ACD.
Refer to your ACD supplement guide to determine if the ACD supports reason codes.
Voice Response Units (VRUs)
Voice Response Units (VRUs) are computers that run Interactive Voice Response telephony
applications.
Your enterprise might implement one or more types of IVR applications on a VRU platform to
serve several purposes:
•
Information gathering. The IVR prompts for certain information through DTMF digit or
ASR (Automatic Speech Recognition) collection. The information is used in the routing
decision and is passed to the agent desktop.
•
Self service. The IVR prompts for and provides certain information to the caller, such as
account balance. The entire call transaction might take place within the VRU.
•
Queuing. The VRU serves as the queue point by playing announcements or music to the
caller until an agent is available.
VRUs can be integrated into Unified ICM software in several ways: at an enterprise (network)
level, as a premise-based VRU for an ACD, or as a Virtual VRU on an ACD/PBX if that feature
is supported on the ARS PG.
The way in which a VRU is integrated into Unified ICM systems affects the flow of call
processing and determines the type of data Unified ICM can collect from the IVR.
For example, a Network VRU provides data used in call routing, monitoring, and reporting.
Only Service Control VRUs can be used as Network VRUs. A Service Control VRU is a VRU
that implements the Service Control Interface protocol. The Service control protocol allows the
VRU to utilize ICM to control call treatment and queuing. Example: provides the capability of
executing VRU scripts as commanded by the ICM.
A VRU that has an interface only to the ACD has more limited capabilities.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 1: System Architecture and Reporting
Agent/Supervisor Desktops