Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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Amount of time that the VRU peripheral has been active as a routing client.
You can use the data in this report to determine if the VRU is capable of handling the amount of calls it
is receiving or if the VRU is not being utilized effectively by your routing scripts.
is receiving or if the VRU is not being utilized effectively by your routing scripts.
Determining Self-Service Application and Information Gathering
Application Effectiveness
Application Effectiveness
You can monitor the effectiveness of Self-Service and Information Gathering applications to determine
whether the application needs to be modified to better meet customer needs and decrease the amount of
agent intervention.
whether the application needs to be modified to better meet customer needs and decrease the amount of
agent intervention.
Monitoring Self-Service and Information Gathering Application Progress
You might determine the effectiveness of a Self-Service application in several ways:
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Monitoring the effectiveness of the application as a whole. For example, you might only want to
monitor whether a customer's need was satisfied through the VRU application and that the caller
did not need to be transferred to an agent.
monitor whether a customer's need was satisfied through the VRU application and that the caller
did not need to be transferred to an agent.
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Monitoring the effectiveness of individual transactions within the application. For example, in a
banking application a customer might have the ability to perform multiple transactions, such as
account lookup, obtaining balance information, and learning about recent payments. You might
want to see which of these transactions was used and whether the caller successfully completed
the transaction.
banking application a customer might have the ability to perform multiple transactions, such as
account lookup, obtaining balance information, and learning about recent payments. You might
want to see which of these transactions was used and whether the caller successfully completed
the transaction.
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Monitoring failure cases in which a system error, such as a failed database lookup, caused the caller
to be transferred by an agent instead of continuing through the VRU application.
to be transferred by an agent instead of continuing through the VRU application.
Similarly, you might determine the effectiveness of an Information Gathering application in several ways:
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Monitoring whether the caller used the system prompts to be routed to an appropriate resource or
used a failout path, such as pressing "0", to be routed directly to an agent.
used a failout path, such as pressing "0", to be routed directly to an agent.
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Monitoring failure cases in which system errors, such as a failed database lookup, caused the caller
to be transferred to an agent instead of continuing through the digit collection prompts for more
appropriate routing.
to be transferred to an agent instead of continuing through the digit collection prompts for more
appropriate routing.
You can obtain information about application effectiveness a whole, effectiveness of individual transactions
within the application, and failure cases using the VRUProgress variable available in the Set script node.
The VRUProgress variable enables to you set the status of the VRU call at any point in the application.
For example, if you consider a call handled by the VRU when the caller completes a certain node, such
as an account balance lookup node, then you can set the variable to 2, indicating that the call should be
reported as VRU Handled for the appropriate call type.
within the application, and failure cases using the VRUProgress variable available in the Set script node.
The VRUProgress variable enables to you set the status of the VRU call at any point in the application.
For example, if you consider a call handled by the VRU when the caller completes a certain node, such
as an account balance lookup node, then you can set the variable to 2, indicating that the call should be
reported as VRU Handled for the appropriate call type.
These VRUProgress variables map to columns that appear in VRU Activity WebView reports, enabling
you to see how many calls were counted for each each variable per call type. You can use this data to
modify applications if needed. For example, if you see that many callers are experiencing error conditions
that cause a forced transfer you could correct the function of that node. If you see that many callers are
you to see how many calls were counted for each each variable per call type. You can use this data to
modify applications if needed. For example, if you see that many callers are experiencing error conditions
that cause a forced transfer you could correct the function of that node. If you see that many callers are
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
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Monitoring Operations, Configuration, and Scripting
Determining Self-Service Application and Information Gathering Application Effectiveness