Cisco Cisco IP Contact Center Release 4.6.1 User Guide

As you plan your IPCC Enterprise deployment, you should understand several important concepts for
IPCC Enterprise reporting, including the role of call types, skill groups, agent teams, media routing
domains and media classes, and the different purposes that VRUs can serve.

Call types are the highest level reporting entity in the IPCC Enterprise system. You use call types to
group calls for the purposes of call treatment and reporting. Call types determine the manner in which a
call is treated when it enters the system by selecting the routing script to run for a call. The call type can
be changed throughout the life of a call to direct the call to a new routing script and/or gather report
metrics for different legs or transactions. Reporting on call type activity provides insight into end-to-end
customer interactions with the system and with agents by providing data such as Service Level adherence,
transfers, average speed of answer, calls handled, and calls abandoned.

A call type is defined as a category of incoming call or non-voice task that can be routed to an agent by
the ICM Central Controller. Each call type has a schedule that determines which routing script or scripts
are active for that call type at any time.

There are two classes of call types: voice (phone calls) and non-voice (for example, e-mail and text chat).
Voice call types are categorized initially by the dialed number (DN) and, optionally, the caller-entered
digits (CED) and the calling line ID (CLID). Non-voice call types are categorized initially by the Script
Type Selector and, optionally, Application String 1 and Application String 2.

You might change the call type within a routing script for several reasons. Consider these examples:

•

In Self-Service VRU application script, you might change the call type at specific points in the
script to indicate that a transaction has been completed. For example, if the customer is calling a
bank and successfully checks his or her account balance using a Self-Service script, you might
want to change the call type to indicate that the account balance transaction has completed and a
new transaction has begun. In this case, you would create a call type for each transaction on which
you want to report.

•

You might change the call type when a call enters a queue at the end of an Information Gathering
VRU application in order to separate Information Gathering and queuing metrics. In this case, you
would create call types associated with the Information Gathering applications and call types
associated with queuing.

•

You might change the call type in a script to direct the call to a new routing script associated with
that call type.

You can also use call types to report on certain activities that occur within the contact center. For example,
you might create separate call types for these situations:

•

Calls that redirect on no answer (RONA).

•

Calls that are transferred to other agents.

•

Requests for supervisor assistance.