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
Call Type reports in Unified ICM primarily provide call routing statistics and contain no other
call handing statistics., unless they used translation routing. You might notice that data for a
Call Type and the skill group(s) related to the Call Type through a routing script do not match.
If a skill group is used in multiple scripts, reporting for that skill group includes data for all of
the Call Types to which it is assigned. If a Call Type routes to multiple skill groups, data for
the Call Type is distributed among those skill groups.
Base and Sub- Skill Group Reporting
Some ACDs available in the Unified ICM system support the concept of prioritized skill groups
('sub-skill groups'). Configuration Manager also supports this concept and allows you to
distinguish priority levels (primary, secondary, and forth) of a base Skill Group.
When sub-skill groups are configured, the ICM configuration creates a base skill group for these
sub-skills. If sub-skill groups exist, when you generate a report from the Agent By Skill Group
and Skill Group By Peripheral categories, select the sub-skill groups (and not the base skill
groups) from the Skill Groups item-selection list.
If you select both the base skill group and the corresponding sub skills groups from the Skill
Groups item-selection list, the reports will show data for both base and sub skill groups, making
the report summaries incorrect. (The data in the base skill group is a roll up of data from the
sub-skills.)
If no sub-skill groups are configured, then select the base skill group from the Skill Groups
item-selection list.
For Skill Group By Enterprise reports, you must determine which skill groups to include in the
Enterprise skill group. If you configured sub-skill groups from several peripherals or from
different media, group only the sub-skill groups into the Enterprise Skill Group and not both
base and sub-skill groups.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 2: Understanding Reporting
Comparing Data across Reports