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
Routing script data are stored in the Central Controller database. You cannot alter scripts directly.
Instead, you create and maintain routing scripts with the Script Editor, one of the tools on the
ICM Admin Workstation.
Changes that you make are applied to the AW local database, immediately update the Central
Database on the Logger, and are copied to all local AW databases.
Scripting on the ACD
Refer to your ACD Supplement Guide for any modifications you need to make in your ACD
scripts. For example, you might need to modify your ACD scripts to include SEND INFO
commands that notify the Unified ICM when a call state transition occurs.
Also, ensure that the script the ACD follows to route the call to the appropriate agent takes into
account the Services and the Service Members (skill groups) that are configured in Unified
ICM.
Planning for Agent Reporting
Do you want to view agent data in reports?
Viewing agent data in reports is a configurable option in Unified ICM.
If you plan to monitor agent activity using ACD reports only, you do not need to enable agent
reporting in Unified ICM. However, if you intend to use the WebView agent reports, you must
enable agent reporting in the Configuration Manager.
Note: In a large enterprise, with multiple sites and multiple skill groups, and with agents at each
site who are assigned to more than one skill group, enabling Unified ICM agent reporting creates
many records and can have a considerable impact on the database.
Do you want to enable the agent state trace option?
This option allows you to track every state an agent passes through. You might do this if you
have concerns about the productivity or performance of one or more agents. It is an option you
enable on a per-agent basis.
Note: Enabling agent state trace for many agents can impact system performance and database
sizing, as the option causes more records to be written to the database. If you notice a
performance problem, consider disabling agent state trace or enabling it for certain agents
only.
Do you want to organize agents into supervised teams?
This option enables individuals who are configured as supervisors to log in to WebView to run
reports for the teams they supervise.
See also
•
Configuration for Agent Reporting (page 189)
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 4: Planning for Reporting
Planning for Agent Reporting