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
–
When the Unified ICM software is used to provide initial call treatment and/or enterprise
queuing, the Unified ICM software reports on enterprise queue metrics. However once
the call is routed to an ACD the ACD may queue the call. In this case, Unified ICM
software reports on both enterprise queue and ACD queue metrics.
–
The Unified ICM system uses a Service Control VRU as the telephony platform for
enterprise queuing.
•
Reporting is the same whether the Unified ICM script uses a Send To VRU node or a
Translation Route To VRU node.
Call Type Metrics
When a call is translation-routed:
•
The AnswerWaitTime, ASA, and Service Level include both the time spent in the Enterprise
queue and the time spent in the ACD queue.
The measurement of AnswerWaitTime for a call begins when the call is queued. The
measurement of Service Level begins when the call arrives at the routing script or when its
Call Type is changed.
This means that if self-service is performed on a call before the call is queued to an agent,
the routing script must be set up to change the Call Type when self-service is completed.
Otherwise, the time spent in self-service will negatively impact the Service Level.
•
Abandoned statistics are classified in three ways:
–
Calls that abandoned while ringing at the agent desktop.
–
Calls that abandoned in an Enterprise queue while waiting for an available agent.
–
Total number of calls that abandoned. This includes calls that abandoned in a VRU
(prompting), calls abandoned in both Enterprise queue and ACD queue, and calls that
abandoned at the agent.
Note: Although the total abandons includes calls that abandoned at the ACD, there is no
separate count for only those calls that abandoned at the ACD.
When a call is not translation-routed:
•
The Call Type Abandoned metrics allow you to determine the number of calls that abandoned
in an enterprise queue while waiting for an available agent and the number of calls that were
abandoned while in self-service.
However, they do not allow you to determine the number of calls that were abandoned after
they left the VRU and before an agent answered them.
•
The Call Type Answered metrics will always be zero and are not applicable.
•
The Call Type Service Level metrics are not applicable.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
41
Chapter 3: Understanding Routing and Queuing
About Queuing