User Guide

The Role of Default Skill Group in Reporting.......................................................................................82
Agent State and Task State Relationship.............................................................................................83
Reports that show Agent State............................................................................................................84
Reporting on Average Speed of Answer for Agents and Skill Groups......................................................84
ASA for the Agent................................................................................................................................84
ASA for the Skill Group........................................................................................................................85
Reports that show ASA .......................................................................................................................85
Reporting on Agent Logout Reason Codes..............................................................................................85
Reports that show Agent Logout Reason Codes.................................................................................86
Reporting on Agent Not Ready Reason Codes........................................................................................87
Reports that show Agent Not Ready Reason Codes...........................................................................87
Reporting on Agent Task Handling...........................................................................................................88
Types of Tasks.....................................................................................................................................88
Task Times...........................................................................................................................................90
Reports that show Agent Task Handling..............................................................................................91
Reporting on Agent Performance for Outbound Option Dialing Campaign Calls.....................................91
Reports that show Agent Outbound Dialing Campaign Activity...........................................................92
Reporting on Agent Redirection on No Answer........................................................................................92
Reports that show Agent RONA Statistics...........................................................................................93
Reporting on Agent Call Transfers and Conferences...............................................................................93
Transfers and Conferences Using ACD/Dialed Numbers....................................................................93
How Database Fields Are Affected by Transfers and Conferences......................................................94
How Types of Calls are Affected by Transfer and Conference.............................................................95
How Skill Groups are Affected by Transfer and Conference................................................................95
Reports that show Agent Transfers and Conferences..........................................................................97
Reporting on Agent Teams.......................................................................................................................98
Reports that show Agent Teams..........................................................................................................98
6. Reporting on Customer Experience..........................................................................................................99
What Customer Experience Data do you Want to See?...........................................................................99
Service Reports.................................................................................................................................101
Call Type Reports..............................................................................................................................101
Reporting on Average Speed of Answer for Call Types and Services....................................................102
ASA for the Call Type and Service.....................................................................................................102
Reports that show ASA......................................................................................................................103
Reporting on Abandoned Calls..............................................................................................................103
How Calls that Abandon Affect Call Type Reporting..........................................................................104
How Abandoned Short Calls Affect Reporting...................................................................................105
Reports that show Abandoned Calls.................................................................................................105
Reporting on Service Level....................................................................................................................105
How Service Levels are Calculated...................................................................................................106
Service Level at the Peripheral VRU Service.....................................................................................108
Reports that show Service Level.......................................................................................................108
7. Reporting on Operations.........................................................................................................................109
What Operational Data do you Want to See?.........................................................................................109
Report Categories for Measuring Operations....................................................................................110
Reporting on Outbound Option Campaign Effectiveness.......................................................................112
Reports that show Outbound Option Activity.....................................................................................112
Reporting on Skill Group Operations......................................................................................................113
Reports that Show Skill Group Operations .......................................................................................114
Reporting on Staffing: Full-Time Equivalents and Percent Utilization....................................................114
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
iii