Cisco Cisco IP Contact Center Release 4.6.1 User Guide
Planning for Supervisor Assist and Emergency Assist Reporting
If you are planning to allow Supervisor Assist and Emergency Assist, follow these guidelines to ensure
that you are able to obtain accurate and useful data from these features:
that you are able to obtain accurate and useful data from these features:
•
Plan to configure skill groups for supervisors handling Supervisor Assist and Emergency Assist
requests. For example, you might configure one skill group for the primary and secondary supervisors
of each agent team. This way, you can direct requests to these skill groups and report on Supervisor
and Emergency Assist call activity for these skill groups.
requests. For example, you might configure one skill group for the primary and secondary supervisors
of each agent team. This way, you can direct requests to these skill groups and report on Supervisor
and Emergency Assist call activity for these skill groups.
•
Determine what you will include in the Dialed Number Plan for Supervisor and Emergency Assist
situations. Plan to create call types that map to these dialed numbers to run scripts for Supervisor
Assist and Emergency Assist that direct the requests to the appropriate supervisor skill group. In
the script, first target the primary supervisor and then, if you have configured secondary supervisors,
queue to secondary supervisors.
situations. Plan to create call types that map to these dialed numbers to run scripts for Supervisor
Assist and Emergency Assist that direct the requests to the appropriate supervisor skill group. In
the script, first target the primary supervisor and then, if you have configured secondary supervisors,
queue to secondary supervisors.
Planning for Redirection on No Answer Reporting with IP-IVR
If you are implementing Redirection on No Answer and have deployed IP IVR as the VRU, follow these
guidelines to obtain accurate and useful data from Redirection on No Answer situations:
guidelines to obtain accurate and useful data from Redirection on No Answer situations:
•
Decide how long a call should ring before being redirected to a new agent or skill group. When
deciding this, consider how Redirection on No Answer calls should affect the Service Level. If you
want want Redirection on No Answer calls to adversely affect the Service Level, the amount of
time the call is allowed to ring before being redirected must be above the Service Level threshold
time. You configure the ring no answer time in the Agent Desk Settings tool in the ICM
Configuration Manager.
deciding this, consider how Redirection on No Answer calls should affect the Service Level. If you
want want Redirection on No Answer calls to adversely affect the Service Level, the amount of
time the call is allowed to ring before being redirected must be above the Service Level threshold
time. You configure the ring no answer time in the Agent Desk Settings tool in the ICM
Configuration Manager.
•
Decide what number should be dialed in order to redirect calls that are not answered by agents
within the ring no answer time. You configure the ring no answer dialed number in the Agent Desk
Settings tool in the ICM Configuration Manager.
within the ring no answer time. You configure the ring no answer dialed number in the Agent Desk
Settings tool in the ICM Configuration Manager.
•
Plan to create a separate call type for Redirection on No Answer situations and to associate this
call type with the ring no answer dialed number.
call type with the ring no answer dialed number.
You should create a separate script for Redirection on No Answer that is associated with the
Redirection on No Answer call type. In the Redirection on No Answer Script, queue the calls at a
higher priority. The call variables set in the first script are carried over into the second script and
you can use these variables if you choose.
Redirection on No Answer call type. In the Redirection on No Answer Script, queue the calls at a
higher priority. The call variables set in the first script are carried over into the second script and
you can use these variables if you choose.
Using a separate call type not only enables you to redirect calls that are not answered to a script
that queues the calls at a higher priority, but also enables you to report on activity for the Redirection
on No Answer call type. Viewing data for this call type helps you gain insight into the number of
calls that redirect on no answer and to see how the calls are finally handled.
that queues the calls at a higher priority, but also enables you to report on activity for the Redirection
on No Answer call type. Viewing data for this call type helps you gain insight into the number of
calls that redirect on no answer and to see how the calls are finally handled.
Planning for Redirection on No Answer Reporting with ISN
If you are implementing Redirection on No Answer and have deployed ISN as the VRU, follow these
guidelines to obtain accurate and useful data from Redirection on No Answer situations:
guidelines to obtain accurate and useful data from Redirection on No Answer situations:
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
21
Planning the IPCC Enterprise System to Meet Reporting Needs
Planning for Supervisor Assist and Emergency Assist Reporting