Cisco Cisco IPCC Web Option User Guide

different points in the application, how many attempts callers made before successfully completing a
transaction, and how long it took a caller to complete each transaction. This data could indicate problems
with the VRU application. You could also run a custom report on an individual call to see how a particular
caller used the application and whether s/he encountered difficulties.

Follow these guidelines when configuring Self-Service applications, Information Gathering applications,
and queue applications:

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Enable Service Control and Queue Reporting at the VRU peripheral.

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If you have Self-Service or Information Gathering IVR applications and want to separate
self-service/digit collection metrics from queuing metrics, change the call type in the routing script
before the call is queued. This ensures that you can report on both the self-service/digit collection
section of the call and the queuing section of the call using Call Type reports.

•

If you want to track a call's progress through a Self-service or Information Gathering IVR
Application, use the VRUProgress variable in the Set node of the routing script to indicate the status
of the call at different points in the routing script. Use the VRU Activity reports to view how caller's
are progressing through the VRU script. You can set the status to VRU unhandled, VRU handled,
VRU assisted, VRU opt out unhandled, VRU script handled or VRU forced transfer.

For each transaction in the VRU Self-Service or Information Gathering application for which you
plan to change the VRUProgress variable, create a separate call type. In the script, change the call
type when a call reaches the end of a transaction and then change the VRUProgress variable. This
enables you to report on each transaction separately using the call type VRU Activity reports.

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Optionally, if you are using ISN as your VRU and want to perform advanced custom reporting on
VRU application details, configure the following:

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Capture microapplication, which you can include in a script to trigger the creation of a TCD
record at any point in a routing script. Configure the Capture microapplication as a VRU
script; execute the application using the RunExternalScript node. You must name the script
"CAP" or "CAP, xxx", where xxx is any string that makes the script name unique. (For
example CAP, bankingApplication).

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Metadata ECC variable microapplication which collect high-level details about the script
application. Configure an ECC variable in ICM Expanded Call Center Variables configuration
tool. The variable length should normally be 62 bytes but can be as low as 21 bytes to save
space if needed.

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Use these microapplications in your scripts to trigger TCD creation at points in the script
for which you want to capture data, such as when a transaction completion. Using the metadata
ECC variable in conjunction with the Capture microapplication enables you to capture
additional details about the performance of the script and the customer's experience for each
point in the script for which a TCD record is created.

•

There might be cases when a call is not queued, but instead sent to the agent directly (via the LAA
Select node) from the VRU. You must ensure the VRU PG is configured correctly to ensure that
such a call is considered answered at the VRU service rather than abandoned.