Cisco Cisco E-Mail Manager Unity Integration Option User Guide

Reports on the number of Outbound Option campaign imports
that started, ended, and were good and bad for the half-hour
interval.

imprul z10: Import Rule

Reports on the number of tasks offered, number of abandoned
short tasks, number of abandoned tasks, average abandon wait

persvc20: Peripheral Serviceabandoned for IVR Queue Half Hour.
There is also a daily version of this report.

time, total abandon wait time, service level, and number of tasks
routed to agents.

Reports on the number of tasks offered, handled, abandoned, and
routed to agents as well as the average handle time, average

persvc22: Peripheral Service IVR Self-Service Half Hour. There
is also a daily version of this report.

abandon wait time, and total abandon wait time for half hour
intervals.

Reports on the total number of VRU calls and, depending on
whether you have modified the VRUProgress variables in your

caltyp35: VRU Call Type Analysis Half Hour. There is also a
daily version of this report.

script, the number of calls handled, not handled, opt out
unhandled, force transferred, script transferred, and assisted within
the VRU Self-Service application for the half-hour interval.

Reports on the number of calls offered and in progress, the
maximum number of calls in progress, and the active routing
client time for the VRU PG.

periph06: VRU Peripheral Capacity

The default skill group acts as a bucket to capture information about voice calls not routed by ICM routing
scripts or if a skill group is not specified in a routing script. For example, if the Agent to Agent node is
used in a routing script for agent to agent dialing, data is gathered for the default skill group.

For non-voice tasks, the default skill group is also used when the Queue to Agent node is used to queue
a task to an agent if the agent is not logged into the skill group specified in the Queue to Agent node.

Using a default skill group helps to:

•

Ensure the agent/skill group reports balance with the service and call type reports, since service
and call type reports include only ICM-routed calls

•

Isolate/identify non-ICM-routed calls within the agent and skill group report

You do not have to create a default skill group--it is automatically created when you establish
MRD/Peripheral Gateways pairs.

Statistics for the default skill group are affected by different types of calls, including new calls,
agent-to-agent-dialing, and transferred and conferenced calls.