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
Refer to the Template Design Guide Using InfoMaker for more information about creating
custom reports.
Planning for the HDS
Follow these guidelines to ensure that your Historical Data Server (page 16) is configured to
meet reporting needs:
•
Decide how many Historical Data Servers you require.
The number of Historical Data Servers that you configure depends on how long the HDS
will take to back up and on your reporting demands. If you are storing large amounts of data,
backup might take several hours. Do not run historical reports on an HDS while it is backing
up, as this might decrease performance. If you want to run reports while the HDS is backing
up, configure at least one additional HDS to use to run WebView reports.
See the Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1) Hardware and System
Software Specifications (Bill of Materials) for guidelines on Reporting Users per HDS and
HDS capacity.
•
Determine the size of the HDS.
The size of the database depends on the size of your configuration and on how long you want
to retain data.
Configuration that impacts the size of the HDS includes the number of Call Types, skill
groups, agents, skills per agent, routing clients, trunk groups, services, peripherals, scripts,
calls routed daily, and calls terminated daily.
The larger the configuration, the bigger the HDS must be to store data. For example, the
historical Call Type database tables store data for each Call Type for each five minute and
half-hour interval.
The amount of time that you want to retain data on the HDS also affects database size. Decide
how long you want to retain reporting data before it is automatically purged from the databases.
Data beyond the configured retention time is purged each day at 12:30 PM.
You can use the Database Administration (ICMDBA) tool to estimate the sizes of your
databases. The tool prompts you for your configuration information and the amount of time
that data is retained in the databases.
•
Determine how you want to back up the HDS.
You can back up the HDS either while the HDS is running or while it is offline (generally
when the contact center is closed or during a time with low call volume).
Performing a backup during peak hours while the HDS is running can impact performance,
especially if you are backing up a large amount of data. While the HDS database is being
backed up, new data from the Logger is stored in the transaction log. If the transaction log
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 4: Planning for Reporting
Planning for the HDS