Cisco Cisco IP Contact Center Release 4.6.2 User Guide
Useful Customer Experience Statistics and Report Templates..........................................................................73
Call Type Reporting...........................................................................................................................................76
Configuration and Scripting Considerations for Call Type Reporting...............................................................79
Reporting on Average Speed of Answer............................................................................................................80
Service Level Reporting.....................................................................................................................................81
Configuration and Scripting Recommendations for Service Level Reporting...................................................86
Call Type Reporting...........................................................................................................................................76
Configuration and Scripting Considerations for Call Type Reporting...............................................................79
Reporting on Average Speed of Answer............................................................................................................80
Service Level Reporting.....................................................................................................................................81
Configuration and Scripting Recommendations for Service Level Reporting...................................................86
6.
Useful Operational, Configuration, and Scripting Statistics and Report Templates..........................................89
The Role of the Default Skill Group in Reporting.............................................................................................94
Configuration and Scripting Recommendations for Default Skill Group Reporting.........................................95
Reporting on Outbound Dialing Campaign Effectiveness.................................................................................95
Configuration and Scripting Recommendations for Reporting on Outbound Dialing Campaigns....................96
Reporting on Short Calls....................................................................................................................................96
Configuration Recommendations for Reporting on Short Calls........................................................................98
Determining Full-Time Equivalents and Percent Utilization.............................................................................99
Understanding VRU Application Reporting......................................................................................................99
Determining Self-Service Application and Information Gathering Application Effectiveness.......................103
Configuration and Scripting Recommendations for Self-Service Applications, Information Gathering Applications,
and Queue Applications Reporting...................................................................................................................106
The Role of the Default Skill Group in Reporting.............................................................................................94
Configuration and Scripting Recommendations for Default Skill Group Reporting.........................................95
Reporting on Outbound Dialing Campaign Effectiveness.................................................................................95
Configuration and Scripting Recommendations for Reporting on Outbound Dialing Campaigns....................96
Reporting on Short Calls....................................................................................................................................96
Configuration Recommendations for Reporting on Short Calls........................................................................98
Determining Full-Time Equivalents and Percent Utilization.............................................................................99
Understanding VRU Application Reporting......................................................................................................99
Determining Self-Service Application and Information Gathering Application Effectiveness.......................103
Configuration and Scripting Recommendations for Self-Service Applications, Information Gathering Applications,
and Queue Applications Reporting...................................................................................................................106
7.
About Peripheral Gateway/CTI Manager Service Fail-over............................................................................109
About Agent Desktop/CTI OS Server Fail-over..............................................................................................110
About Cisco CallManager Fail-over.................................................................................................................110
About Application Instance/MR PG Fail-over.................................................................................................111
About Application Instance/Agent PG CTI Server/ PIM Fail-over.................................................................111
About Agent Desktop/CTI OS Server Fail-over..............................................................................................110
About Cisco CallManager Fail-over.................................................................................................................110
About Application Instance/MR PG Fail-over.................................................................................................111
About Application Instance/Agent PG CTI Server/ PIM Fail-over.................................................................111
8.
Troubleshooting Agent Reporting....................................................................................................................135
Troubleshooting Call Type and Skill Group Reporting...................................................................................137
Troubleshooting Queue Reporting...................................................................................................................140
Troubleshooting VRU Application and Trunk Group Reporting.....................................................................141
Troubleshooting Historical Data Server Data..................................................................................................142
Troubleshooting Application Gateway Reporting............................................................................................143
Troubleshooting Call Type and Skill Group Reporting...................................................................................137
Troubleshooting Queue Reporting...................................................................................................................140
Troubleshooting VRU Application and Trunk Group Reporting.....................................................................141
Troubleshooting Historical Data Server Data..................................................................................................142
Troubleshooting Application Gateway Reporting............................................................................................143
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
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