User Guide

Table of Contents
Preface ...........................................................................................................................................................1
Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................2
Related Documentation .............................................................................................................................3
Conventions................................................................................................................................................4
Obtaining Documentation and Submitting a Service Request...................................................................5
Documentation Feedback...........................................................................................................................5
1. System Architecture and Reporting............................................................................................................7
Central Controller.......................................................................................................................................8
Peripherals and Peripheral Gateways........................................................................................................9
PG Processes......................................................................................................................................11
Open Peripheral Interface Data Elements...........................................................................................12
Computer Supported Telephony Application Message Example.........................................................12
Two Models of Reporting.....................................................................................................................14
The ARS PG........................................................................................................................................14
Administrative Workstations.....................................................................................................................15
Historical Data Server..............................................................................................................................16
WebView Server.......................................................................................................................................17
Agent/Supervisor Desktops......................................................................................................................18
Voice Response Units (VRUs)..................................................................................................................18
System Deployment Model.......................................................................................................................19
2. Understanding Reporting..........................................................................................................................21
Reporting Concepts..................................................................................................................................21
Reporting Data.........................................................................................................................................23
Cisco Unified ICM Data Environment..................................................................................................23
Real-Time Data....................................................................................................................................24
Historical Data.....................................................................................................................................25
Call Detail Data....................................................................................................................................26
How the WebView Application Presents Reporting Data.........................................................................27
WebView Templates and Categories...................................................................................................27
Working with WebView Reports...........................................................................................................28
Item and Date/Time Selections............................................................................................................30
WebView Real-Time Reports..............................................................................................................30
WebView Historical Reports................................................................................................................30
WebView Report Categories to meet Enterprise Reporting Needs.....................................................31
Comparing Data across Reports..............................................................................................................32
ACD and Unified ICM Reports.............................................................................................................32
Real-time and Historical Reports.........................................................................................................33
Half-hour Boundary Issues..................................................................................................................34
Skill Group and Enterprise Skill Group Reports..................................................................................34
Call Type and Skill Group/Service Reports..........................................................................................34
Base and Sub- Skill Group Reporting..................................................................................................35
3. Understanding Routing and Queuing........................................................................................................37
About Routing...........................................................................................................................................37
Pre-Routing..........................................................................................................................................37
Post-Routing........................................................................................................................................38
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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