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
Description for Multi-session Chat
MRD
Description for all MRDs except
Multi-session Chat
State in Skill Group
If the agent is handling a voice call, the
agent enters Not Active state when
wrap is complete.
state with respect to a task associated
with this skill group.
If the agent is handling a non-voice
task, the agent might enter Not Active
or Not Ready state when wrap up is
complete.
The agent is performing wrap-up work
for a call in this skill group. The agent
The agent is performing wrap-up work
for a call in this skill group. The agent
Work Not Ready
enters Not Ready state when wrap up
is complete.
enters Not Ready state when wrap up
is complete.
The agent is not in Active or Work
Ready state with respect to a task
The agent is paused with respect to a
call or task associated with this skill
group.
Paused/Hold
associated with this skill group. The
agent is Paused with respect to a task
associated with this skill group.
For agents who handle non-voice tasks,
the state is reported as Paused. Note
that only multi-session chat tasks can
be Paused. Single-session chat, Blended
Collaboration, and e-mail tasks cannot
be paused by the agent.
For agents who handle voice tasks, the
state is reported as Hold.
For agents handling Outbound Option
calls, the Hold state indicates that the
agent has been reserved for a call
because the Outbound Dialer puts on
the agent on hold while connecting the
call.
The agent is not in Active, Work
Ready, or Paused state in this skill
The agent has been offered a call or task
associated with the skill group.
Reserved
group. The agent has been offered one
For voice calls, agents are Reserved
when their phones are ringing.
or more tasks associated with this skill
group.
Agents handling Outbound Option calls
are never placed in Reserved state; the
Outbound Option Dialer puts the agent
on hold when reserving him/her for a
call.
The agent is not in Active, Work
Ready, Reserved, or Paused state with
The Agent is Active, Work Ready,
Reserved, or on Hold/Paused in another
skill group in the same MRD.
Busy Other
respect to a task associated with this
skill group. The agent is in Active,
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Chapter 5: Reporting on Agents
Reporting on Agent States