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
Reported AsDescriptionType of task
External Out TasksThese are calls initiated by agents from their extension that are placed
off-switch or pass through a voice gateway. Outgoing External Tasks
are always voice tasks.
Outgoing external
Consult, conference out, and transfer out calls are counted as outgoing
external calls if they are placed off-switch or to remote agent extensions
at another site.
Agent-to-Agent dialing is outgoing external for the agent initiating the
call if the call has to be placed off-switch to get to the destination agent.
Data for these calls are stored in the AgentOutCalls fields of the
Agent_Skill_Group_Half_Hour historical database table.
Internal Out TasksThese are calls initiated by agents from their extension to another
extension within the ACD or to another ACD within the network.
Outgoing Internal Tasks are always voice tasks.
Outgoing internal
Consult, conference out and transfer out calls are counted as outgoing
internal calls if they are placed to another device. The device could be
another agent line or any other extensions to the VRU.
Agent-to-Agent calls are outgoing internal for the agent initiating the
call if the destination agent is on the same ACD as the source agent.
Data for these calls are stored in the InternalCalls fields of the
Agent_Skill_Group_Half_Hour historical database table.
Tasks HandledAll calls that are routed by the ACD to the agent.ICM-routed/ACD
calls
Note that Tasks Handled
includes all ACD calls and
Outbound Option calls are considered Unified ICM-routed/incoming
calls.
ICM-routed calls, including
Data for these calls are stored in the CallsHandled fields of the
Agent_Skill_Group_Half_Hour historical database table.
calls that are transferred and
conferenced, and
consultative calls. Tasks
Handled provides a high
level view of routed tasks.
Other report columns such
as Transfer In and Conf Out
provide more details about
how the task was handled.
Transfer InCalls that are transferred to an agent. Both incoming and outgoing calls
can be transferred to an agent.
Transferred in
Data for these calls are stored in the TransferredIn 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