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
Reporting Considerations
In order to get accurate and useful reporting metrics in this type of deployment, it is important
to consider several factors that affect reporting as discussed in the reporting consideration
sections for Enterprise Routing (page 45) and for Agent Level Routing (page 52).
Some of these factors include:
•
Two reporting models used to provide reporting statistics for the application: Services are
used for Enterprise Routing and Call Types for Agent Level Routing.
•
The use of a Service Control VRU in your deployment to provide initial call treatment and
enterprise queuing when sharing queues (skill groups) across call centers. This entails queuing
calls to skill groups waiting for an available agent across your enterprise.
•
The reporting on queuing statistics—ACD queues and Enterprise queues.
•
The use of the Translation Routing mechanism to route calls to legacy ACDs for enterprise
routing. This allows for call types to be used to provide reporting statistics for the application
(Cradle to Grave). Translation Routing is implicit with Agent Level Routing.
•
Routing scripts set up for your call center operations.
The table below defines the report categories to use to meet the reporting needs for your
enterprise.
Enterprise Reporting
•
Use Call Type reports (page 172) for an enterprise view of reporting statistics for the
application, including queue statistics.
•
Use Enterprise Skill Group reports (page 179) for an enterprise view of reporting statistics
when calls are routed to a particular skill group, including queue statistics.
Key StatisticsReport CategoryReporting Statistics
Needed
Report focus
Number of calls routed.Call TypeBefore call is routed to an
agent
Application
Number of calls received.
Number of calls that
encountered an error.
Queue Statistics and
Abandons.
AbandonsCall TypeAfter call is routed to an
agent
Service Level
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