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
•
You can choose how abandoned calls affect the Service Level—negatively, positively, or
not at all.
•
You can configure answered short calls for agents and skill groups.
•
You cannot configure answered short calls for Call Type.
•
You can choose not to count any answered calls as short calls regardless of how quickly they
terminate.
See also:
•
Configuring Short Calls (page 196)
•
Reporting on Short Calls (page 116)
Planning for Skill Groups and Enterprise Skill Groups
A skill group is a collection of agents at a single contact center who share a common set of
competencies and can handle the same types of requests.
Each skill group belongs to a Media Routing Domain (page 128).
You can report on agents individually or report on all of the agents in one or more skill groups
to monitor agent performance.
You can also report on skill groups as a whole to see how one skill group is performing compared
to other skill groups. You might use this level of reporting, for example, to see if calls are being
distributed evenly by your routing scripts and configuration.
See also:
•
Configuring Skill Groups and Enterprise Skill Groups (page 197)
•
Reporting on Skill Group Operations (page 109)
•
Reporting on Agent Activity in Skill Groups (page 79)
About Base Skill Groups and Sub-Skill Groups
Sub-skill groups are used to assign priority to agents. They are set up in the Configuration
Manager Skill Group Explorer and are intended to distinguish priority levels (primary, secondary,
and forth) of a base Skill Group. For example, in a skill group of Spanish speakers, agents who
are fluent in Spanish might be grouped into the primary sub-skill group, while agents with less
fluency might be grouped in the secondary sub-skill group. The name of a sub-skill group is
the name of its base skill group with .pri, .sec, and so forth appended to the end of the name.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 4: Planning for Reporting
Planning for Skill Groups and Enterprise Skill Groups