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
The Unified ICM bases pre-routing decisions on real-time data gathered by the PGs at the call
center sites. Unified ICM then runs the appropriate script that defines how the call is to be
routed.
A pre-routing request therefore determines the initial destination for a call.
Post-Routing
Post-routing is a routing decision made after the call has initially been processed at a VRU or
call center. Post routing enables Unified ICM to process calls when an ACD, VRU, or PBX
generates a route request via the PG.
Unified ICM executes scripts to process the route request and return the destination address.
This directs the ACD/PBX to send the call to an agent, skill group, service or Call Type in the
same call center or at a different call center. In making a post-routing decision, Unified ICM
software can use all the same information and scripts used in pre-routing.
A post-routing is sent by the peripheral to refine the original route or redirect the call.
Note: Your ACD Supplement Guide describes the features of Unified ICM post-routing available
with the ACD, as well as any considerations you should be aware of when using post-routing
or Translation Routing on the PG.
Translation Routing
Translation routing is the term used when additional information is sent along with a call.
This is necessary because the carrier can deliver voice, but has no way to deliver data to the
peripheral.
Unified ICM software works with the PG to deliver the call to the final destination on the
peripheral and to ensure that the appropriate information collected for the call is also delivered
to the agent's desktop.
Once the data is delivered to the peripheral, the PG receives back information about which agent
the call will be sent to.
You define Translation Routes with the Configuration Manager, using the Translation Route
Wizard.
Note: Refer to your ACD Supplement Guide to see if your ACD supports translation routing
and for any considerations you should be aware of when using translation routing on the PG.
Translation routing is always used when a call moves from one peripheral to another. A call
can also be translation routed from the network.
•
The term ICM TranslationRoute is used when calls are translation routed to a peripheral that
is an ACD.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 3: Understanding Routing and Queuing
About Routing