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 Agent Task Handling
Agents can receive and place many different types of tasks.
WebView reports show you what kind of tasks agents are handling and how well they are
handling them. For example, there are reports that display statistics for calls placed, received,
transferred, and conferenced. There are reports that indicate how many calls were rerouted when
the agent failed to answer the call.
Types of Tasks
Voice calls can be external or internal. Single-session chat, multi-session chat, e-mail, and
Blended Collaboration task are always external.
Internal tasks are calls made to an agent from another person on the same ACD.
External tasks are calls that are placed off-switch, tasks that go through a voice gateway or
Media Routing PG, or tasks that are routed to an agent from a person on a different ACD. For
example, calls from the call center to customers are considered external.
In addition to being internal or external, voice call tasks can be incoming or outgoing.
Single-session chat, multi-session chat, e-mail, and Blended Collaboration task are always
incoming.
An incoming task is a task that an agent receives. An outgoing task is a call that an agent places.
For example, if a customer calls an agent, the call is incoming for the agent. If an agent calls a
supervisor, the call is outgoing for the agent.
For voice calls only, agents can also transfer calls, receive transferred calls, place consultative
calls, and engage in conference calls.
The following table describes the tasks that an agent can receive and place and how those tasks
are reported.
Table 1: Types of Tasks
Reported AsDescriptionType of task
Internal InIncoming Direct Tasks are tasks that come directly to the agent’s
extension. These calls can be either internal (agent or device on same
ACD) or within the network to another switch.
Incoming
direct/internal
Examples of this kind of call include calls that are directly transferred
by another agent without going through a script and calls that resulted
from agent-to-agent calling.
Data for these calls are stored in the InternalCallsRcvd fields of the
Agent_Skill_Group_Half_Hour historical database table.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 5: Reporting on Agents
Reporting on Agent Task Handling