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
•
A third-party VRU that supports service control and is connected to Unified ICM by a VRU
PG
•
A VRU at the TDM Network that supports service control and is connected to Unified ICM
by a NIC
•
For deployments where Unified ICM provides integration to an ACD for agent level routing
using the ARS PG, the ACD itself is used as the telephony platform that queues the call as
directed by the ICM.
Enterprise queues are an efficient way of routing a call in your enterprise network and are also
a cost-effective way to save on toll charges before terminating a call on the ACD.
How Calls Offered and Calls Queued are Incremented
The Skill_Group_Real_Time database tracks calls offered and calls queued in separate fields.
Therefore, there is no double counting of calls queued and offered at the ACD and calls queued
and offered at the network.
Reporting Considerations when using an Enterprise Queue
The use of enterprise queues affects Call Type, Skill Group, and Service reporting.
The reporting metrics that are affected include queued metrics, answered metrics, service level
metrics, and abandoned metrics.
The reporting of these metrics is also affected by whether or not the call was translation-routed
(page 37) when sent to an ACD.
Notes
•
Some reporting metrics for skill groups and call types are applicable only if calls are translation
routed.
•
Translation routing plays a significant role in the accuracy of reporting. Some reporting
metrics gathered for Call Types and skill groups are applicable only if calls are translation
routed. Calls can be translation routed either to a VRU Peripheral or to an ACD.
•
Translation routing is primarily applicable when Unified ICM software is used for Enterprise
Routing to traditional ACDs and Cisco Unified System Contact Center. This includes
deployments connected to legacy ACDs using any supported TDM PG such as Aspect PG
and deployments connected to Cisco Unified System Contact Center using IPCC Gateway
PG. Translation Routing enables Unified ICM for cradle to grave reporting.
•
For deployments where the Unified ICM provides integrations to an ACD for Enterprise
Routing the following is true:
–
The Unified ICM system reports on ACD queue metrics.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 3: Understanding Routing and Queuing
About Queuing