Cisco Cisco IPCC Web Option User Guide

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ICM WebView Online Help

About ICM WebView reports

Report Categories

When creating or viewing an ICM report, you need to choose a report category. You

can select only one category on which to base a report.
You can create reports on the following logical groups, or categories, within the

contact center enterprise:

• Agent. An agent is anyone who can answer incoming phone calls. A peripheral

agent is an agent who is associated with a particular peripheral (ACD, PBX) in

the contact center enterprise. A peripheral agent can be a member of one or

more skill groups. (Some peripheral types limit each agent to one skill group

assignment.)
You can report on individual agents, on all the agents connected to a peripheral,

on all the agents in one or more teams, and on all the agents in one or more

skill groups. For more information on this, see

• Application Gateway. You can report on several types of data related to the

Application Gateways set up in the system. The Application Gateway allows ICM

to query host systems that are running other contact center applications. ICM

can then base routing decisions on the results obtained from the query. For

Application Gateways, you can report on data such as the number of query

requests issued to a host system and the delay involved in making queries.

• Call Type. You can report on statistics for the call types defined in the ICM

system. A call type is a category of incoming calls. Calls are categorized based

on dialed number (DN), caller-entered digits (CED), and calling line ID (CLID).

In reports, you might want to display data such as the number of calls of a

certain call type that used default routing during a specified interval.

• Peripheral. You can use the Peripheral category to report on switch-specific

hardware and software status and some types of call and agent information.

• Route. For routes, you can report on data such as the number of calls in

progress, calls in queue, or calls handled. A route is a value that is returned by

a routing script. This value maps to a service and a specific target at a peripheral

(for example, a service, skill group, agent, or translation route).

• Routing Client. You can report on statistics for the different routing clients

defined in the ICM system. A routing client is an entity that sends routing

requests to the ICM system. Routing clients typically correspond to a subsystem

within the interexchange carrier (IXC) or to a peripheral (ACD or PBX) that is

performing Post-Routing. Within WebView, you might want to report on the

maximum delay of route responses to the routing client for a specified interval.

• Service. You can report on many types of data for services, such as service

level, number of calls abandoned, number of calls offered, and average handle

time. A service is a particular type of processing that the caller requires. For

example, in a software company’s contact center, callers having questions about

installing software would be directed to the Technical Support service.

• Skill Group. A skill group is a collection of agents who share a common set of

skills, such as being able to handle Spanish-speaking callers. For skill groups,

you can generate reports that cover agent activity (for example, the number of

agents talking, available, or in wrap-up for a particular skill group).