Cisco Cisco E-Mail Manager Unity Integration Option User Guide

–

Configure a separate call type associated with the Supervisor and Emergency assist script
for each agent team. This enables you to direct the assistance request to the Supervisor
and Emergency Assist routing script which can assign the request to the primary or
secondary supervisor for that agent's team. You can use call type reports to view data for
supervisor assistance calls.

–

Configure a separate call type associated with call transfers and conferences. This enables
you to direct the transfer to a different routing script.

–

If you are planning to report on individual transactions within VRU Self-Service or
Information Gathering applications, configure a separate call type for each transaction.

–

If you want to separate Information Gathering VRU metrics from queue metrics, configure
a separate call type for queuing.

•

Determine the Service Level for call types.

Service Level indicates how well you are meeting your goal for answering calls. For example,
your goal might be to answer 80% of calls within two minutes. In this case, you would set
the Service Level Threshold to 120 seconds. Reports show you the percentage of calls that
are answered within that time threshold, enabling you to see whether you are meeting your
goal.

Also, determine how abandoned calls are to impact the Service Level. You decide whether
abandoned calls are ignored in the Service Level calculation, negatively affect Service Level,
or positively affect Service Level. For example, for VRU Self-Service applications all calls
that terminate are considered abandoned, even if the caller received the information he or
she required. You might want to ignore these calls or have them affect Service Level positively.
You might want calls that abandon while queuing or while ringing to impact Service Level
negatively.

You can configure the Service Level setting individually for each call type, or set a global
Service Level for all call types.

•

Decide whether you want to configure abandoned short calls to filter out calls that abandon
very quickly.

If you want to use abandoned short calls, you configure the call type Abandon Wait Time in
the configuration tool. Calls that abandon within the Abandon Wait Time are reported as
short calls.

If you do not want to use abandoned short calls, leave the Abandon Wait Time field blank.

•

Decide whether you want to define time intervals for reporting on answered and abandoned
calls for the call type.

These intervals appear in call type reports which display the number of calls answered and
abandoned for each interval. These reports are useful for monitoring when calls are abandoning
or being answered. You might want to configure the intervals in relation to the Service Level
for the call type to see how close to the Service Level calls are being answered and abandoned.
Service Level tells you what percentage of calls are being answered within a certain time,
but does not tell you how closely to the Service Level calls are being answered or abandoned.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)