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
both SkillGroup1 (PrinterSales) and SkillGroup2 (PrinterSupport) and if SkillGroup1 and
SkillGroup2 are associated with the same Enterprise Skill Group, you will see two calls reported
as queued for that Enterprise Skill Group.
Planning for Transfer and Conference Reporting
Unified ICM supports transfers and conferences to skill groups and transfers and conferences
directly to agents.
Call transfers and conferencing can be accomplished in two ways.
•
The agent can manually transfer the call to another agent or can conference in another agent
by dialing that agent's extension directly on the ACD.
•
The agent can use the ACD number to access a routing script on the ACD or can optionally
post-route the call to Unified ICM.
The latter method is preferable, since Unified ICM will be able to track the transferred calls
and how they are handled across the enterprise. This also provides the ability to transfer the
call to another ACD site.
It is best to discourage direct agent-to-agent transfers, as one has to rely on the ACD for skill
group and service assignment for the purposes of reporting. In situations where you are
handling transfers and conferences on the ACD itself, use the ACD number to control how
transfers are reported.
Note: Unified ICM will be unaware of a direct transfer if the agent extension is not configured.
If you are planning to provide for transfers and conference calls using post-routing, follow these
guidelines to obtain accurate and useful data:
•
Configure the ACD number to post-route the call to Unified ICM.
•
Consider creating separate scripts for transfer and conference scenarios if you are post-routing
all transfers and conferences.
•
Plan to create a separate script for transfers on the Unified ICM that uses the dialed numbers
you configured. Having a separate script on the ACD or on Unified ICM allows you to track
data across all known skill groups.
Note: If you do not do this, the skill group affected by reporting statistics is unknown, and
results are unpredictable.
Note: Refer to your ACD Supplement Guide for any restrictions that might affect the transfers
and conferencing. For example, some ACDs do not support blind transfers.
See also:
•
Configuration and Scripting for Conferences and Transfers (page 193)
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 4: Planning for Reporting
Planning for Transfer and Conference Reporting