Cisco Cisco IP Contact Center Release 4.6.2 User Guide
Who Should Use this Category
Report Category
Reporting Needs
the Outbound Option Dialer, query rules,
and record import configuration.
and record import configuration.
This category is useful to Contact Center
Administrators or Supervisors who monitor
Administrators or Supervisors who monitor
Service > Peripheral Service
You want to view current queue activity or
review trends in queue performance
review trends in queue performance
queueing success and abandons. This
information is useful to identify training or
staffing needs and necessary script or
configuration modifications.
information is useful to identify training or
staffing needs and necessary script or
configuration modifications.
This category is useful to Contact Center
Administrators responsible for VRU
performance, configuration, and scripting.
Administrators responsible for VRU
performance, configuration, and scripting.
Peripheral
You want to view historical VRU
peripheral usage to identify whether the
call volume is below or exceeding VRU
capacity.
peripheral usage to identify whether the
call volume is below or exceeding VRU
capacity.
These categories are useful to Contact
Center Administrators responsible for
Center Administrators responsible for
Call Type and Service > Peripheral Service
You want to view trends in VRU
Self-Service application usage to identify
Self-Service application usage to identify
configuring and maintaining VRU
Self-Service applications.
Self-Service applications.
whether these applications are successfully
meeting caller's needs or require
modification.
meeting caller's needs or require
modification.
What Data Do You Want to See?
The reports you use depend on whether you are monitoring real-time operational status or historical
performance.
performance.
Real-time agent data helps you identify immediate issues with configuration and scripts.
If you are monitoring operations in real-time, you might be interested in these types of statistics:
•
Current full-time equivalent information for agents, which is the number of full-time agents required
to handled the current volume of work. This information might help to identify staffing needs.
to handled the current volume of work. This information might help to identify staffing needs.
•
Percent utilization of agents. This information might help to identify staffing needs.
•
Number of short calls, which identifies whether short calls are configured and behaving appropriately.
For example, if you notice that a large number of calls are abandoning within the short call timer,
you might have the timer set too low.
For example, if you notice that a large number of calls are abandoning within the short call timer,
you might have the timer set too low.
•
Current default skill group activity, which indicates that a call came in directly to an agent's
extension, an outgoing call was placed by an agent, agents are calling each other directly, or calls
are being transferred directly to other agents without using the Dialed Number Plan. Default skill
group activity might indicate missing configuration, such as the Dialed Number Plan, or missing
scripts.
extension, an outgoing call was placed by an agent, agents are calling each other directly, or calls
are being transferred directly to other agents without using the Dialed Number Plan. Default skill
group activity might indicate missing configuration, such as the Dialed Number Plan, or missing
scripts.
•
Current Outbound Option campaign activity, including the status of campaigns, the dialer, and
record import.
record import.
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
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Monitoring Operations, Configuration, and Scripting
Useful Operational, Configuration, and Scripting Statistics and Report Templates