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
Work Ready, Reserved, or Paused in
another skill group in the same MRD.
The agent is not working on any task
or call associated with this skill group.
The agent is not working on any task
or call associated with this skill group.
Not Active
The agent is not available to be
assigned a task. If an agent is Not
The agent is not available to be
assigned a task. If an agent is Not
Not Ready
Ready in one skill group, the agent isReady in one skill group, the agent is
Not Ready in all skill groups within the
same Media Routing Domain.
Not Ready in all skill groups within the
same Media Routing Domain.
Agent States and Skill Groups
Agents can belong to multiple skill groups in a Media Routing Domain. When an agent is
handling a task that was routed to a skill group, the agent is Active in that skill group.
For Unified ICM routed calls or transferred Unified ICM-routed calls that use the dialed number,
the active skill group is the skill group to which the task was queued.
For direct incoming calls or transferred routed calls on the ACD, the active skill group is the
first skill group defined for the agent or the skill group assigned by the ACD.
For new outgoing calls (AgentOutCalls or InternalCalls) or transferred outbound calls, the active
skill group is either the ACD-picked skill group or the first skill group defined for the agent.
If you are reporting on agents who handle multi-session chat tasks (and who can work on more
than one task at a time), gather agent state information from both the Available in MRD and
Agent State columns.
The agents' state in the active skill group dictates their state in other skill groups in the Media
Routing Domain to which they belong, as follows:
•
If the agent is Active, Work Ready, Reserved, or Hold/Paused in one skill group in the MRD,
the agent state is Busy Other for all other skill groups in the MRD.
•
If the agent is Not Ready in one skill group in the MRD, the agent is Not Ready in all skill
groups in the MRD.
See also Reporting in a MultiChannel Environment (page 127).
The Role of Default Skill Group in Reporting
The default skill group acts as a bucket to capture information about voice calls not routed by
ICM routing scripts or if a skill group is not specified in a routing script. A default skill group
captures call statistics for calls that are not routed by an ICM routing script. For example, if the
Agent to Agent node is used in a routing script for agent to agent dialing, data is gathered for
the default skill group.
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