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
Do you plan to report on individual transactions within Network VRU Self-Service or
Information Gathering applications? If so, you might configure a separate Call Type for
each transaction.
Do you want to separate Information Gathering VRU metrics from queue metrics?
If so, you might configure a separate Call Type for queuing.
Do you plan to use Outbound Option? If so, create a separate Call Type for Outbound Option
calls. Outbound Option uses a routing script in addition to a physical call to reserve agents.
WebView Call Type real-time and half-hour reports contain data for the Call Type associated
with the routing script.
Changing Call Types
Call Type can be changed throughout the life of a call to direct the call to a new routing script
or to gather report metrics for different legs or transactions.
Reasons for changing the Call Type within a routing script include the following:
•
In a Self-Service network VRU application script, you might change the Call Type at specific
points in the script to indicate that a transaction has been completed. For example, if the
customer is calling a bank and successfully checks his or her account balance using a
Self-Service script, you might want to change the Call Type to indicate that the account
balance transaction has completed and a new transaction has begun. In this case, you would
create a Call Type for each transaction on which you want to report.
•
You might change the Call Type when a call enters a queue at the end of an Information
Gathering VRU application in order to separate Information Gathering and queuing metrics.
In this case, you would create Call Types associated with the Information Gathering
applications and Call Types associated with queuing.
Planning for Custom Reporting
To determine whether you require custom templates to meet your reporting needs, decide what
data you need and review the data available through WebView report templates (page 165).
If the standard 'out-of-the-box' templates do not meet your needs, you can create custom report
templates.
Note: Note that standard WebView reports do not contain call detail data (page 26) stored in
the Route_Call_Detail and Termination_Call_Detail tables. Custom reports are required for
displaying this data.
Note also that custom reports created for Termination Call Detail and Route Call Detail records
are more resource-intensive and could therefore decrease the performance of the database or of
WebView.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 4: Planning for Reporting
Planning for Custom Reporting