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 term TranslationRouteToVRU is used when calls are translation routed to a peripheral
that is a VRU.
Translation routing plays a significant role in the accuracy of reporting and allows for
'cradle-to-grave' call tracking and reporting. Some reporting metrics gathered for Call Types
and skill groups are applicable only if calls are translation-routed.
Skills Based Routing
Skills based routing is a routing decision whereby a call is routed to the skill group that has
agents with the appropriate expertise.
About Queuing
Queued calls are calls that are being held until an agent is available.
The Unified ICM software calculates a number of call center metrics based on the time spent
in queues.
It is important to understand the two models of queuing and how queuing affects reporting
metrics.
ACD Queuing
ACD queues are used to queue calls on a targeted ACD and are controlled by the ACD.
Unified ICM might route a call to the ACD, based on knowledge gathered by the Peripheral
Gateways (PGs) that a certain skill group or service at that ACD is best suited to answer the
call.
Once the call arrives at the ACD, if an agent is not available, the ACD queues the call to the
skill group. Optionally a call can be queued to a skill group on the ACD during agent transfers
or resulting from a call treatment provided on the ACD.
Enterprise Queuing
Enterprise queues are controlled by Unified ICM using the Service Control Interface (SCI),
irrespective of the telephony platform chosen to queue the call.
In this model, calls are held at a “network-level” VRU that has an enterprise view of available
agents, based on the skill groups and services configured for the peripheral.
The following telephony platforms are supported for Enterprise queuing:
•
Cisco Voice Portal and Cisco IP-IVR, when connected to Unified ICM by a VRU PG
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 3: Understanding Routing and Queuing
About Queuing