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
Also see Chapter 3 (page 37).
Planning for Service and Enterprise Service Reporting
Service refers to a particular type of processing required by the caller.
Services in the Unified ICM System are configured to map to an application on the peripheral
that provides the service. For example, a Service on Unified ICM might map to an Application
on Aspect or to a VDN on Avaya.
Every call routed to a peripheral by the Unified ICM software must have an associated peripheral
Service.
A single peripheral might have several services defined such as Sales, Technical Support, and
Customer Accounts.
You can determine the service level (page 69) for a service as well as how abandoned calls
(page 103) impact the service level.
The application on the peripheral provides the call treatment, and Service reports are used to
measure the customer experience across peripheral services.
To report on individual Services at a local peripheral, such as Sales or Technical Support
Services, use the WebView Services by Peripheral report category (page 176).
Service Members
Each Service has one or more skill groups whose members can provide the service. These skill
groups are “Service Members”. A skill group can be associated with (that is, can be a member
of) more than one service.
Service and Service Members assist Unified ICM software in tracking how scripts on an ACD
are routing calls.
It is important to configure Service Members in Configuration Manager to accurately reflect
their scripting in the ACD.
Enterprise Services
An Enterprise Service is a collection of services on different peripherals.
While an individual service is associated with a specific peripheral, an Enterprise Service can
span several services from different peripherals in the contact center.
Creating and reporting on Enterprise Services gives contact center managers a consolidated
measure of customer experience across similar services configured in different ACD peripherals
distributed throughout the contact center.
Note: Avoid queuing to multiple services on the same or on several peripherals. Instead, configure
and queue to Enterprise Services.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
68
Chapter 4: Planning for Reporting
Planning for Service and Enterprise Service Reporting