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
internal queue time, ring time and network time and adds it into AnswerWaitTimetoHalf in the
agent skill group table. AnswerWaitTime is then divided by the CallsAnswered for the agent.
ASA for the Skill Group
The ASA is calculated for the skill group at the PG level.
When doing Enterprise Queuing, the time spent in the enterprise queue is not used in the
calculation of AnswerWaitTime. The calculation includes the ACD queue time only.
For ACD queuing, the queue time is reported by the PG based on events receive from the ACD.
Consider this example:
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A call is queued at Skill Group X.
•
At Time T, the call is then queued at Skill Group Y at time T+30 seconds.
•
An additional 10 seconds transpire before the call is answered by an agent at Skill Group Y.
In this case, the internal queuing time will be 40 seconds. This is the total length that the call
has been queued even though it was only queued at Skill Group Y for 10 seconds.
The agent’s PG adds the internal queue time, ring time, network time to create the total
AnswerWaitTime for the call and adds it to AnswerWaitTimetoHalf in the skill group table.
AnswerWaitTime is then divided by CallsAnswered within the skill group table to arrive at the
ASA for the skill group.
Reports that show ASA
These are some reports that contain ASA statistics for Agents and Skill Groups:
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agent23: Agent Performance Summary Half Hour Report
•
perskg20: ICM Peripheral Skill Group Status Real Time Report
•
agtper24: Agent Peripheral Performance Summary Daily Report
For the complete list of agent templates, see Appendix A (page 165).
Reporting on Agent Logout Reason Codes
Agent Logout Reason codes are defined in the agent desktop software and appear in WebView
historical reports as their numeric equivalent, with no text code. For example, if reason code 1
equals "end of shift" and the agent selects that reason for logging out, the WebView report
displays "1".
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 5: Reporting on Agents
Reporting on Agent Logout Reason Codes