User Guide

Services
For Unified ICM deployments, a service refers to a particular type of processing required by
the caller. Services are configured to map to an application on the peripheral that provides the
service. For example, a Service on Unified ICM might map to an Application on Aspect or to
a VDN on Avaya.
Every call routed to a peripheral must have an associated peripheral Service. The application
on the peripheral provides the call treatment, and Service reports are used to measure the customer
experience across peripheral services.
A single peripheral might have several services defined such as Sales, Technical Support, and
Customer Accounts.
You can determine the service level for a service as well as how abandoned calls impact the
service level.
In an Unified CCE environment, calls are routed through IVRs rather than services. Therefore
most service reports are not applicable in an Unified CCE environment. However, for both a
Unified ICM environment and a Unified CCE environment, use the historical IVR peripheral
service reports and the historical IVR trunk group reports for measuring the performance of
your IVRs.
Short Calls
A short call is a call that is either abandoned very quickly or answered and terminated very
quickly. By defining what you believe to be a short call, you can filter out from reporting metrics
those calls that did not stay in the system long enough to be considered and counted as events.
You can configure the number of seconds for an abandoned short call and the number of seconds
for an answered short call.
Skill Groups
An agent skill group is a collection of agents at a single contact center who share a common set
of competencies and can handle the same types of requests.
An Enterprise Skill Group is a configured entity that serves to group a collection of skill groups
on different peripherals. Configuring them allows you to report on skill groups across all ACDs,
thus providing an enterprise view.
A peripheral skill group is a skill group associated with a specific single peripheral (ACD, PBX,
IVR) in the contact center enterprise.
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
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Chapter 12: Unified ICM/CCE Reporting Concepts
Services