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
Configured entities are stored as records in database tables. For Unified ICM Configuration,
entities include agents, Call Types, dialed numbers, labels, routes, translation routes, trunks,
trunk groups, and network trunk groups, services and service members, skill groups, peripheral
monitors, and targets.
See Configured Entities that Capture Reporting Data (page 185) for the full list of the entities.
Configuration data are stored in the Central Controller database. When you apply a change to
the Configuration Manager, it is immediately applied to the Central Database on the Logger
and copied to all local AW databases.
Also see Appendix C (page 189) for configuration procedures relevant to reporting.
Configuration on the ACD
Not all Unified ICM Configuration entities are supported on all ACDs.
For all Peripheral Gateway types per ACD type that Cisco supports, there is a published ACD
Supplement document. You can find these ACD Supplements on www.cisco.com (http://
www.cisco.com) under Technical Support and Documentation.
To the extent that configurations do correlate, it is critical to match them exactly.
Please read the appropriate ACD Supplement Guide to ensure that the configuration settings on
the ACD operate properly with the Unified ICM software.
ACD Supplement guides provide the following information:
•
Unified ICM features that the ACD does, and does not, support
•
The ACD Configuration
•
Unified ICM Configuration with respect to the specific ACD
•
Any configuration and scripting issues you need to be aware of
•
Reporting caveats specific to the ACD
The ACD Supplement Guides direct you to make configuration changes other than deletions on
the ACD first, and then in Configuration Manager. This ensures that the PG is aware of the
updates.
For deletions, first remove the references to those objects in Unified ICM, then delete the objects
from the ACD. This ensures that the deleted objects are not used in routing decisions.
If you make configuration changes on the ACD, make sure they are reflected in the Unified
ICM. For example, if you configure a new agent, skill group, or route on the ACD, make a
corresponding change in Configuration Manager.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 4: Planning for Reporting
Planning for Configuration and Scripting