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
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agtskg20: ICM Agent Skill Group Real Time
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perskg39: Peripheral Skill Group Logout Real Time
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agtskg21: Agent Skill Group Summary Half Hour
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agtskg03: Agent Skill Group Media Status Logout Report
For the complete list of Agent by Skill Group templates, see Appendix A (page 167).
Reporting on Agent States
Agent states are determined based on an agent’s activity within a skill group. Agent state is
recorded in the Agent_Real_Time and Agent_Skill_Group_Real_Time database tables.
Agent state data is forwarded from the peripheral.
You can monitor agent states in real-time to view current agent activity. You can also review
past performance data to identify trends in agent states. For example, historical reports can show
how much time an agent spends in Not Ready state, which indicates whether the agent is adhering
to the schedule.
The following table describes the agent states supported by Unified ICM that appear in WebView
reports.
Note: Agent states reported by the ACD might not be equivalent to agent states reported by
Unified ICM. For some ACDs, certain Agent States might not be applicable at all. For example,
an ACD might support the Work Ready state but not the Work Not Ready state. See the
appropriate ACD Supplement Guide for information on ACD Agent State definitions and how
they correspond to Unified ICM Agent States.
Note also that information for some states is different for the Multi-session Chat MRD. This
table highlights these differences.
Description for Multi-session Chat
MRD
Description for all MRDs except
Multi-session Chat
State in Skill Group
The agent is working on one or more
chat requests associated with this skill
The agent is working on a task or a call
in this skill group.
Active/Talking
group. For these agents, the state is
reported as Active.
For agents who handle non-voice tasks,
this state is reported as Active.
For agents who handle voice-tasks, this
state is reported as Talking.
The agent is performing wrap-up work
for a task associated with this skill
The agent is performing wrap-up work
for a call or task in this skill group.
Work Ready
group. The agent is not in the Active
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 5: Reporting on Agents
Reporting on Agent States