User Guide

Reports that show Percent Utilization and FTE metrics....................................................................115
Reporting on Short Calls........................................................................................................................116
Abandoned Short Calls......................................................................................................................116
Answered Short Calls........................................................................................................................116
Reporting on VRU Applications..............................................................................................................117
Self-Service, Information Gathering, and Queuing VRU Applications...............................................117
Measuring VRU Utilization ................................................................................................................120
Monitoring Self-Service and Information Gathering Application Progress.........................................120
Capturing Script Application Data (CVP only)...................................................................................122
Reports that show VRU Metrics.........................................................................................................123
Other Operational Reports.....................................................................................................................123
Reporting on Application Gateways and Application Paths ..............................................................123
Reporting on Routes and Routing Clients.........................................................................................124
Reporting on Trunks and Trunk Groups.............................................................................................124
8. Reporting in a MultiChannel Environment...............................................................................................127
MultiChannel Options.............................................................................................................................127
Media Classes and Media Routing Domains..........................................................................................128
Agent Availability and Routability............................................................................................................129
Agent State Hierarchy for Multi-session Chat Media Routing Domain...................................................132
MultiChannel Reporting Data.................................................................................................................133
Reporting Templates for Multichannel Applications................................................................................135
Reports that show Multichannel Activity.................................................................................................135
9. Sample Call Scenario..............................................................................................................................137
About the Call Scenario..........................................................................................................................137
Call Abandoned While On Hold Scenario...............................................................................................137
Database Table Updates for Call Abandoned While On Hold Scenario.............................................138
Sample Reports for Call Abandoned While On Hold Scenario..........................................................141
10. Reporting Implications of Data Loss and Component Failover.............................................................143
Data Flow from Logger to Historical Data Server...................................................................................143
Understanding Recovery and Replication.........................................................................................144
Possible Points of Delay or Inconsistency .........................................................................................145
Preventing Data Loss from Logger and HDS Failure..............................................................................145
Data Loss from PIM Failure....................................................................................................................148
Other Possible Points of Failover............................................................................................................148
Peripheral Gateway/CTI Manager Service Fail-over..........................................................................148
Agent Desktop/CTI OS Server Fail-over............................................................................................149
Application Instance/MR PG Fail-over...............................................................................................150
Application Instance/Agent PG CTI Server/ PIM Fail-over.................................................................150
11. Troubleshooting Report Data.................................................................................................................153
Troubleshooting Agent Reporting...........................................................................................................153
Agent data does not appear in reports..............................................................................................153
Agent Not Ready reason code text does not appear in reports.........................................................154
Agent Reports and Outbound Calls...................................................................................................154
Agent state does not appear in Agent State Trace reports................................................................154
Troubleshooting Application Gateway Reporting....................................................................................155
Application Gateway requests reported larger than number Router Call Detail records...................155
Troubleshooting Call Type and Skill Group Reporting............................................................................155
Call Type ErrorCount incremented if Caller disconnects when call is translation routed ..................155
Call Type reports and Overflow Out Column......................................................................................156
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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