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
If you do not specify a service level threshold for an individual service, the default threshold
you specified for the peripheral is used.
•
If you are using translation routing and doing enterprise queuing, you might also want to
configure service level for call types. You can configure it globally, or you can configure it
for individual call types.
Service Level Type
Service level type determines how abandoned calls affect service level.
You can choose not to track Abandoned Calls by simply leaving the Abandon Wait Time field
blank.
However, if you establish a value for abandoned calls, you can configure them to affect the
service Level in one of three ways:
•
They can be ignored (and removed from the number of calls you had the opportunity to
answer).
•
They can affect the Service Level negatively (and be treated as lost opportunities).
•
They can affect the Service Level positively (and be counted as answered calls).
Planning for Short Calls
A short call is a call that is either abandoned very quickly or answered and terminated very
quickly. By defining what you believe to be a short call, you can filter out from reporting metrics
those calls that did not stay in the system long enough to be considered and counted as events.
The Abandoned Call Wait timer, set at the peripheral, defines the threshold under which the
abandoned call will not be counted. If the abandoned threshold is lower than the service level
threshold, the call will not affect the Service level. If call wait time is higher than this threshold,
the call is counted as Offered.
The Answered Short Call threshold, also set at the peripheral, defines the time under which the
call will not be counted as answered and will not impact agent performance.
If you plan to use Short Calls to filter out false abandons or to detect when calls are answered
and terminated too quickly to be considered handled, consider the following:
•
You can configure abandoned short calls globally for all Call Types.
•
You can configure abandoned short calls for the peripheral. These are tracked for the services
that are configured for that peripheral.
•
You can choose not to count any abandoned calls as short calls regardless of how quickly
they abandon.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 4: Planning for Reporting
Planning for Short Calls