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
Skill Group Metrics
When a call is translation-routed:
•
The Skill Group Answered metrics only include time spent in the ACD queue.
When a call is not translation-routed:
•
The Skill Group Queued metrics are applicable.
•
The Skill Group Abandoned metrics allow you to determine the number of calls that abandoned
in an enterprise queue while waiting for an available agent, but 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 ACD report shows calls that abandoned after they arrived at the
ACD.
•
The Skill Group Answered metrics do not include any time spent in the enterprise queue and
therefore are not applicable.
Note that none of the skill group metrics include time spent in self-service, or calls that ended
during self-service. A call is not associated with a skill group until it is queued, and a call is
queued after self-service is complete.
Service Metrics
If a Service Control VRU is used for VRU application, the Service metrics can be used to provide
performance measures for the VRU service. The type of VRU and configuration determines
the information and usefulness of the metrics reported for the VRU service.
The metrics reported for Unified ICM Services defined for the ACD peripherals do not include
any time spent in the enterprise queue. Hence the service metrics are not useful when using an
enterprise queue.
Understanding Different Deployments
Unified ICM WebView reports help to monitor operational effectiveness, customer experience
and contact center agent performance across your enterprise.
In order to effectively run your call center using the data provided by Webview reports for
enterprise reporting, it is important to understand the different Unified ICM Enterprise
deployments.
The Peripheral Gateway component in a Unified ICM system is used to interface with peripherals
at the different call centers in your enterprise.
The capabilities provided by the ICM software when connected to by a traditional TDM PG to
a legacy TDM ACD differ from the capabilities provided by a Gateway PG, and ARS PG, and
a CallManager PG.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 3: Understanding Routing and Queuing
Understanding Different Deployments