Cisco Cisco IPCC Web Option Betriebsanweisung

Overview of IPCC Enterprise Components..............................................................................................32
IPCC Enterprise Deployments Presented In This Guide..........................................................................33
IPCC Enterprise Versus ICM Enterprise with ACD Architecture..............................................................34

ICM Enterprise with ACD Architecture.................................................................................................34
IPCC Enterprise Architecture..............................................................................................................35

IPCC Enterprise with Multichannel Applications Architecture..................................................................36
Understanding the Historical Data Server................................................................................................38

Real-time Data.....................................................................................................................................39
Historical Data.....................................................................................................................................41

Real-time and Historical Record Comparison......................................................................................41
Call Type and Skill Group Record Comparison....................................................................................42
Half-hour Boundary Issues for Reporting Data....................................................................................43

Media Routing Domains......................................................................................................................43
Media Classes.....................................................................................................................................44
Agent Availability and Routability.........................................................................................................44
MultiChannel Reporting Data..............................................................................................................47
Reporting Tools for Multichannel Applications.....................................................................................48

How Do You Want to Report on Agent Performance?..........................................................................52
What Data Do You Want to See?.........................................................................................................53

Agent States........................................................................................................................................56
Agent States and Skill Groups.............................................................................................................58
Agent State Hierarchy for Multi-session Chat Media Routing Domain................................................58
Agent State and Task State Relationship.............................................................................................59
Agent Not Ready Reason Codes.........................................................................................................60
Agent Logout Reason Codes...............................................................................................................62

Configuration and Scripting Considerations for Agent Reporting........................................................63
Configuration and Scripting Considerations for Not Ready Reason Code Reporting..........................64
Configuration and Scripting Considerations for Logout Reason Code Reporting................................64

Types of Tasks.....................................................................................................................................64
Task Times...........................................................................................................................................68
Outbound Option Dialing Campaign Calls...........................................................................................69
Redirection on No Answer Calls with IP IVR.......................................................................................69
Redirection on No Answer Calls with CVP..........................................................................................70

Configuration and Scripting Considerations for Transfers and Conferences........................................71
Configuration and Scripting Considerations for Redirection on No Answer with IP-IVR......................71
Configuration and Scripting Considerations for Redirection on No Answer with CVP.........................72

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)