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
See AlsoDefinitionConcept
Reporting on Customer Experience
(page 99)
Services in the Unified ICM System are
configured to map to an application on the
peripheral that provides the service. For
Configuring Services and Enterprise
Services (page 194)
example, a Service on Unified ICM might map
to an Application on Aspect or to a VDN on
Avaya.
Each Service has one or more member skill
groups whose agents are able to provide the
service. These skill groups are Service
Members. A skill group can be a member of
more than one service.
Services serve as a reporting entity to report
on the applications on the ACD.
An Enterprise Service is a configured entity
that serves to group a collection of Services
on different peripherals. Configuring them
allows you to report on applications across all
ACDs, thus providing an enterprise view.
Planning for Service Level (page 69)Service levels help you to set and measure
goals for answering calls. Service Levels are
Service Level
Configuring and Scripting for Service
Level Threshold and Type (page 195)
configurable; that is you can define them in
different ways, depending on the kind of
information you want them to provide.
Reporting on Service Level (page 105)
Planning for Short Calls (page 70)A short call is a call that is either abandoned
very quickly or answered and terminated very
Short Calls
Configuring Short Calls (page 196)
quickly. By defining what you believe to be
a short call, you can filter out from reporting
Reporting on Short Calls (page 116)
metrics those calls that did not stay in the
system long enough to be considered as
abandoned or answered.
Planning for Skill Groups and
Enterprise Skill Groups (page 71)
A skill group is a collection of agents at a
single contact center who share a common set
Skill Groups and Enterprise
Skill Groups
of competencies and can handle the same
types of requests.
Configuring Skill Groups and
Enterprise Skill Groups (page 197)
An Enterprise Skill Group is a configured
entity that serves to group a collection of skill
groups on different peripherals. Configuring
them allows you to report on skill groups
across all ACDs, thus providing an enterprise
view.
Planning for Translation Routing (page
74)
Translation routing is a Unified ICM routing
concept used when a call is sent and tracked
Translation Routing
from one termination point (Network or PG)
to another.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 2: Understanding Reporting
Reporting Concepts