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
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Chapter 5: Reporting on Agents (page 77)
Planning for Call Types
A Call Type is a category of incoming call. Based on the Call Type, the Router selects the
routing script that ultimately sends the call to an appropriate agent. Each Call Type has a schedule
that determines which routing script or scripts are active for that Call Type at any time.
There are two classes of Call Types: voice (phone calls) and non-voice (for example, e-mail
and text chat). Voice Call Types are categorized initially by the dialed number (DN) and,
optionally, by the caller-entered digits (CED) and the calling line ID (CLID). Non-voice Call
Types are categorized initially by the Script Type Selector and, optionally, Application String
1 and Application String 2.
Call Types are also the highest level reporting entity. Configuring a separate Call Type for each
type of call treatment that you offer can eliminate the need for most custom reporting.
Creating Call Types that correlate to the type of service the caller wants and changing Call
Types during the script result in reporting statistics that reflect the customer's experience.
See also
•
Configuring Call Types (page 193)
•
Call Type Reports (page 101)
What Call Types Might You Need?
Based on the deployment model, scripting, queuing, and on whether or not calls are
translation-routed, you can define Call Types to:
•
Provide enterprise-wide routing statistics for the call center, such as the number of calls to
be routed to different peripherals or the number of calls that encounter routing errors.
•
Group calls to report on certain types of activity that occur within the contact center. For
example, you might create separate Call Types for calls that redirect on no answer (RONA)
or calls that are transferred to another agent.
•
Report on statistics for a self-service VRU application.
Consider the Call Types you need to create to meet your reporting needs.
Do you want to configure a separate Call Type associated with call transfers and
conferences? Doing so enables you to direct the transfer to a different routing script.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 4: Planning for Reporting
Planning for Call Types