User Guide

Translation Routing..............................................................................................................................38
Skills Based Routing............................................................................................................................39
About Queuing.........................................................................................................................................39
ACD Queuing.......................................................................................................................................39
Enterprise Queuing..............................................................................................................................39
How Calls Offered and Calls Queued are Incremented.......................................................................40
Reporting Considerations when using an Enterprise Queue...............................................................40
Understanding Different Deployments......................................................................................................42
Deployments with Enterprise Routing......................................................................................................43
Routing and Scripting .........................................................................................................................44
Reporting Considerations....................................................................................................................45
Deployments with Agent Level Routing....................................................................................................49
Routing and Scripting..........................................................................................................................50
Reporting Considerations....................................................................................................................52
Deployments with Hybrid Routing............................................................................................................53
Routing and Scripting..........................................................................................................................54
Reporting Considerations....................................................................................................................57
4. Planning for Reporting..............................................................................................................................59
Planning for Reporting at Unified ICM Setup...........................................................................................59
Planning for Your Deployment...................................................................................................................60
Planning for Configuration and Scripting..................................................................................................60
About Configuration.............................................................................................................................60
About Scripting....................................................................................................................................62
Scripting on the ACD...........................................................................................................................63
Planning for Agent Reporting...................................................................................................................63
Planning for Call Types.............................................................................................................................64
What Call Types Might You Need?.......................................................................................................64
Changing Call Types............................................................................................................................65
Planning for Custom Reporting................................................................................................................65
Planning for the HDS................................................................................................................................66
Planning for Enterprise Routing and Enterprise Reporting......................................................................67
Planning for Service and Enterprise Service Reporting...........................................................................68
Planning for Service Level........................................................................................................................69
Service Level Threshold......................................................................................................................69
Service Level Type...............................................................................................................................70
Planning for Short Calls............................................................................................................................70
Planning for Skill Groups and Enterprise Skill Groups.............................................................................71
About Base Skill Groups and Sub-Skill Groups...................................................................................71
Planning for Enterprise Skill Group Reporting.....................................................................................72
Planning for Transfer and Conference Reporting......................................................................................73
Planning for Translation Routing...............................................................................................................74
Planning for Unexpected Scripting Conditions.........................................................................................74
Planning for VRU Application Reporting...................................................................................................75
5. Reporting on Agents ................................................................................................................................77
What Agent Data do you Want to See?....................................................................................................78
Agent Report Subcategories...............................................................................................................78
Reporting on Agent Activity in Skill Groups..............................................................................................79
Reports that show Agent Skill Group Activity......................................................................................79
Reporting on Agent States.......................................................................................................................80
Agent States and Skill Groups.............................................................................................................82
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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