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
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Differences in supported concepts and terminology
Differences in supported concepts and the way that similar concepts are implemented can
cause variations in the data available to measure agent performance and customer experience.
For example, while Unified ICM and an ACD might both support the concept of agent states,
the ACD might not support as many state options as the Unified ICM software. In addition,
some similarly named agent states might not have the same definition on both systems.
•
Differences in configuration
Differences in configuration on the ACD and the Configuration Manager can lead to
discrepancies in reporting. If devices are not configured in Configuration Manager or if they
are configured with different settings than on the ACD, reports might not track certain statistics
at all or might report different metrics.
•
Different methods of measuring and storing data
The Unified ICM and the ACD might differ in the way in which data segments are defined
and counted. One example is how the individual agent's time is measured and stored in relation
to how that agent's time spent in a conference call is measured and stored.
•
Different methodologies for sampling data
For example, the Unified ICM and the ACD might differ as to when an event is considered
to have started and to have ended.
•
Differences in terminology and in the definitions of data elements
On the surface, naming conventions might appear to be the same but, in fact, are not. For
example, Unified ICM and the ACD might use different criteria to evaluate what constitutes
an 'offered call'.
Refer to the ACD Supplement Guides for details.
Real-time and Historical Reports
Data in real-time and historical records are not comparable.
Counts in real-time data (for example CallsHandledTo5) do not match up with counts in the
historical half-hour records (for example, CallsHandledToHalf) because the real-time data is
moved to the historical database at the end of each half-hour interval.
Consider this example: at 8:55 a call comes into the contact center and is answered by an agent.
•
The real-time count for CallsAnswered increases by one (+1).
•
Between 8:55 and 9:00, the real-time data shows the answered call.
•
The answered call does not populate the half-hour data until 9:00, when the 8:00 to 8:29:59
half-hour interval ends.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 2: Understanding Reporting
Comparing Data across Reports