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
Planning for Naming Conventions
Before configuring the system, consider how you want to name the reporting entities that you
will be configuring—such as peripherals, skill groups, and agents.
The configured names for these entities appear in the WebView user interface as selection
criteria ('items') for reports. When you generate a WebView report, you can select up to 1000
items from a list. If you are running an agent report, you can select from a list of agents; if you
are running a skill group report, you select from a list of skill groups, and so forth.
Using meaningful naming conventions can help reporting users interpret and locate the
appropriate report selection items.
Suggestions are to append the same prefix for all items associated with a particular site and to
use descriptive text to identify Call Types.
About Scripting
After your configuration is defined, you create routing scripts using the Script Editor.
Unified ICM software uses routing scripts to determine the best destination for a call by assessing
the current information extracted by the PGs regarding call center activity.
The call flow defined in the script determines the data that is gathered for reporting.
Routing scripts contain instructions that can:
•
Examine the call information provided by the routing client and use that information to
classify the call as a particular Call Type.
•
Determine the best destination for the call.
•
Direct the call to an appropriate routing target; for example, to an individual agent, to a skill
group, or to an appropriate announcement.
•
Post-route transfers and conferences from the ACD to the Unified ICM.
Routing scripts are a representation of your business rules.
•
You can create a specific set of scripts to be executed for each Call Type, such as Sales or
Support. For more granular reports, you might want to create multiple scripts; for example,
you might create a script for initial call classification and also create scripts that route calls
that are sent to particular services or skill groups on different ACDs.
•
You can schedule different scripts to be used at different times of day or different days of
the week and year for each Call Type.
•
Use ICM dialed numbers to direct calls to scripts that handle transfers.
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