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
DescriptionHistorical Data
For example, if a call is offered at 15:47:00, it will be counted as an offered call
in the 15:30:00 to 15:59:59 half-hour interval. Data for this half-hour interval is
not written to the database until the interval is complete (for example 16:00:00).
Therefore, the latest calls offered half-hour data is available for the previous
completed half-hour interval (that is, the 15:00:00 to 15:29:59).
The five-minute data include many of the same data elements as found in the
real-time data. Every five minutes, the Router copies the real-time data to the
Five-minute
five-minute tables in the Central Database. In this way, a “snapshot” of the
real-time data can be kept in the Central Database and used as historical data.
Currently, WebView uses only one historical five-minute table:
Routing_Client_Five_Minute.
Note: Enabling five-minute data can have a substantial performance impact on
your system. Before you enable reporting on five-minute data, consider the
performance impact.
Call Detail Data
A detailed route call record is written for each call routed to a peripheral by Unified ICM, and
a detailed termination call record is written for each call that is connected and then terminated.
These records are stored on the HDS in the Route_Call_Detail and Termination_Call_Detail
tables, respectively.
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Route Call Details
For every call routing request it handles, the Router records detailed data about the call and
how it was routed. This data is referred to as route call detail and is stored in the
Route_Call_Detail table.
You can use the data in the Route_Call_Detail table to see the starting point of the call. For
example, you can see the ANI, any CEDs entered, and the type of request made. A typical
Route_Call_Detail record might describe a call that originated with a Pre-Routing (page 37)
request, had an ANI of 9785551000 and CED such as an account number. In addition, route
call detail tells you how long the call was held in a enterprise queue.
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Termination Call Detail
In addition, Unified ICM saves termination call detail for every call handled. Termination
call detail contains information about how each call was handled at a peripheral.
For example, typical Termination_Call_Detail data might show that the call was an Inbound
ACD Call; that it was handled by a particular Skill Group; and that a particular agent handled
the call. The Termination_Call_Detail record also describes the call’s final disposition (that
is, how the call terminated; abandoned in network, disconnect/drop, abandoned delay, and
so forth).
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 2: Understanding Reporting
Reporting Data