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
Calls Offered for Call Type does not seem correct over a half-hour interval......................................157
Total calls queued to each skill group is greater than calls offered for the day .................................157
Calls counted as errors in Call Type reports......................................................................................158
Calls offered to the Call Type is greater than total calls offered to skill group....................................159
Calls that abandon while ringing for the skill group does not equal calls that abandon for the Call
Type...................................................................................................................................................159
Report Statistics when Sub-Skill Groups are Configured..................................................................160
Troubleshooting Historical Data Server Data..........................................................................................161
Historical Data Server is losing the oldest data.................................................................................161
Historical report is missing data for a recent interval.........................................................................161
Data is missing from the Historical Data Server after it has recovered from a failure........................162
Troubleshooting Queue Information.......................................................................................................162
Queue information does not appear in reports .................................................................................162
Missing call in queue information in the WebView Service real-time and historical templates .........163
Troubleshooting Trunk Group and VRU Reporting..................................................................................163
VRU Application information does not appear in Call Type or Service reports..................................163
Information for Trunk Groups associated with VRU ports not in trunk group reports.........................164
WebViewExportData does not delete files.............................................................................................164
WebViewExportData files must be deleted manually........................................................................164
Appendix A. List of All Unified ICM Report Templates................................................................................165
Agent Templates.....................................................................................................................................165
Agent by Agent..................................................................................................................................166
Agent by Peripheral...........................................................................................................................167
Agent by Skill Group..........................................................................................................................167
Agent by Team...................................................................................................................................168
Application Gateway, Application Path, and Script Queue Templates....................................................170
Outbound Option Templates...................................................................................................................170
Import Rule........................................................................................................................................170
Campaign Query Rule.......................................................................................................................171
Dialer and Dialer Port........................................................................................................................172
Call Type Templates................................................................................................................................172
Peripheral Templates..............................................................................................................................173
Route Templates.....................................................................................................................................173
Routing Client Templates........................................................................................................................174
Service Templates..................................................................................................................................175
Enterprise .........................................................................................................................................175
Peripheral ..........................................................................................................................................176
Array..................................................................................................................................................177
Skill Group Templates.............................................................................................................................178
Base Only..........................................................................................................................................178
Enterprise..........................................................................................................................................179
Peripheral...........................................................................................................................................180
Trunk Group Templates..........................................................................................................................182
Network..............................................................................................................................................182
Peripheral...........................................................................................................................................182
Translation Route Templates..................................................................................................................183
Appendix B. Reporting Entities and Databases..........................................................................................185
Configured Entities that Capture Reporting Data...................................................................................185
Database Tables that hold Reporting Data.............................................................................................186
Appendix C. Configuration and Scripting for Reporting..............................................................................189
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
v