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
–
Avoid having agents transfer calls directly to other agent stations or agent IDs.
Instead, use post routing capabilities to have Unified ICM provide treatment and
queuing for transferred calls.
–
Avoid handling Redirection on No Answer (RONA) situations on the ACD. Instead
use post routing capabilities to have the RONA calls routed by the Unified ICM.
4. Plan for Call Type Reporting. This includes:
–
Configure a separate call type for each type of treatment offered. For example: Create
a separate call type for treating Support calls and Sales calls across all ACDs in your
call centers.
–
If you want to separate Information Gathering VRU metrics from queue metrics,
configure a separate call type for queuing.
–
Configure a separate call type associated with Redirection on No Answer situations.
This enables you to direct calls that Ring No Answer to a routing script designed for
this situation. This also enables you to use Call Type reports to report on this
Redirection on No Answer and to see how calls that redirect on no answer are
eventually handled.
–
Configure a separate call type associated with call transfers. This enables you to
direct the transfer to a different routing script.
5. Create a custom formula using skill group metrics for site selection based on expected
delay. This is required as the predefined MED (Minimum Expected Delay) calculation
provided by the Unified ICM scripts are not applicable for Agent Level Routing
configurations.
6. Configure Enterprise Skill Groups for Enterprise Skill Group reporting. Avoid grouping
skill groups from the same peripheral into an Enterprise Skill Group.
A typical ICM script used to route calls in this deployment is shown below.
In this example:
•
The enterprise that has two sites (Boston and New York) each running a call center.
•
A Call Type is defined that is associated with the routing script. This Call Type is used to
define the treatment provided by the call centers.
•
The call treatment to handle “Support” calls is provided by the Unified ICM software through
the call type and script association.
•
The call center at each site has agents who are skilled to handle calls for either “Laptop
Support” or “Server Support”. These are configured as Skill Groups in the ICM.
The Boston call center has an Avaya ACD (peripheral) connected with an ARS PG. The New
York call center has an Aspect ACD (peripheral) connected with an ACD PG.
•
Skill Groups are configured for each peripheral in the ICM.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 3: Understanding Routing and Queuing
Deployments with Hybrid Routing