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
Reporting on Agents
Managing agents in a contact center can assist with measuring performance, determining
incentives, and identifying training needs.
In the Unified ICM system, an agent is associated with a peripheral and is a member of one or
more skill groups. Agents might also be organized into teams.
The Agent Reports category in WebView offers more than 60 reports on agent performance
and activity. You can find a list of all Agent Reports in Appendix A (page 165).
This chapter explains reporting metrics useful for managing agents and which report templates
contain those metrics.
It has cross references to sections in Appendix C (page 189) that explain how to configure and
script your system so that your reports contain appropriate and accurate agent data.
Note: This chapter explains WebView reporting in Unified ICM system. If you choose to use
ACD Agent reports, or if your ACD does not support Unified ICM agent reporting, the
information in this chapter is not relevant for you.
Unified ICM does not support agent reporting for some Peripheral Gateways and for very large
enterprise deployments. Refer to the Cisco ICM/IPCC Enterprise & Hosted Editions Release
7.1(1) Hardware and System Software Specifications (Bill of Materials) for details.
This chapter contains the following topics:
•
What Agent Data do you Want to See?, page 78
•
Reporting on Agent Activity in Skill Groups, page 79
•
Reporting on Agent States, page 80
•
Reporting on Average Speed of Answer for Agents and Skill Groups, page 84
•
Reporting on Agent Logout Reason Codes, page 85
•
Reporting on Agent Not Ready Reason Codes, page 87
•
Reporting on Agent Task Handling, page 88
•
Reporting on Agent Performance for Outbound Option Dialing Campaign Calls, page 91
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 5