Cisco Cisco IPCC Web Option User Guide
Table of Contents
About this Guide...................................................................................................................................................7
Audience...............................................................................................................................................................7
Document Structure..............................................................................................................................................7
Related Documentation........................................................................................................................................8
Obtaining Documentation.....................................................................................................................................8
Obtaining Technical Assistance...........................................................................................................................9
Obtaining Additional Publications and Information..........................................................................................11
Audience...............................................................................................................................................................7
Document Structure..............................................................................................................................................7
Related Documentation........................................................................................................................................8
Obtaining Documentation.....................................................................................................................................8
Obtaining Technical Assistance...........................................................................................................................9
Obtaining Additional Publications and Information..........................................................................................11
2.
Reporting Concepts for Planning Your IPCC Enterprise System......................................................................14
Planning for Naming Conventions.....................................................................................................................16
Planning for Reporting on Call Types................................................................................................................17
Planning for Agent Reporting.............................................................................................................................18
Planning for Skill Group Reporting....................................................................................................................19
Planning for Enterprise Skill Group Reporting..................................................................................................20
Planning for Agent Teams and Supervisors.......................................................................................................20
Planning for Transfer and Conference Reporting...............................................................................................20
Planning for Supervisor Assist and Emergency Assist Reporting.....................................................................21
Planning for Redirection on No Answer Reporting with IP-IVR......................................................................21
Planning for Redirection on No Answer Reporting with ISN............................................................................21
Planning for VRU Application Reporting..........................................................................................................22
Planning for Reporting on Unexpected Scripting Conditions............................................................................23
Planning for Reporting on Short Calls...............................................................................................................24
Planning the Historical Data Server (HDS) for Reporting.................................................................................24
Planning which Report Templates to Use..........................................................................................................26
Planning for Custom Reporting..........................................................................................................................26
Planning for Naming Conventions.....................................................................................................................16
Planning for Reporting on Call Types................................................................................................................17
Planning for Agent Reporting.............................................................................................................................18
Planning for Skill Group Reporting....................................................................................................................19
Planning for Enterprise Skill Group Reporting..................................................................................................20
Planning for Agent Teams and Supervisors.......................................................................................................20
Planning for Transfer and Conference Reporting...............................................................................................20
Planning for Supervisor Assist and Emergency Assist Reporting.....................................................................21
Planning for Redirection on No Answer Reporting with IP-IVR......................................................................21
Planning for Redirection on No Answer Reporting with ISN............................................................................21
Planning for VRU Application Reporting..........................................................................................................22
Planning for Reporting on Unexpected Scripting Conditions............................................................................23
Planning for Reporting on Short Calls...............................................................................................................24
Planning the Historical Data Server (HDS) for Reporting.................................................................................24
Planning which Report Templates to Use..........................................................................................................26
Planning for Custom Reporting..........................................................................................................................26
Overview of IPCC Enterprise Components........................................................................................................27
IPCC Enterprise Versus Legacy ACD Architecture...........................................................................................29
IPCC Enterprise with Multichannel Applications Architecture.........................................................................31
Understanding the Historical Data Server..........................................................................................................32
Reporting Intervals ............................................................................................................................................33
Data Comparisons...............................................................................................................................................35
Reporting in a MultiChannel Environment........................................................................................................36
Entities that Capture Reporting Data..................................................................................................................42
IPCC Enterprise Versus Legacy ACD Architecture...........................................................................................29
IPCC Enterprise with Multichannel Applications Architecture.........................................................................31
Understanding the Historical Data Server..........................................................................................................32
Reporting Intervals ............................................................................................................................................33
Data Comparisons...............................................................................................................................................35
Reporting in a MultiChannel Environment........................................................................................................36
Entities that Capture Reporting Data..................................................................................................................42
Useful Agent Statistics and Report Templates...................................................................................................45
Monitoring Agent States.....................................................................................................................................49
Configuration and Scripting Considerations for Reporting on Agent States.....................................................55
Reporting on Agent Task Handling....................................................................................................................56
Configuration and Scripting Considerations for Task Reporting.......................................................................62
Reporting on Agent Call Transfers and Conferences.........................................................................................63
Configuration and Scripting Considerations for Transfer and Conference Reporting.......................................67
Reporting on Supervisor Action.........................................................................................................................69
Configuration and Scripting Considerations for Reporting on Supervisor Action............................................71
Monitoring Agent States.....................................................................................................................................49
Configuration and Scripting Considerations for Reporting on Agent States.....................................................55
Reporting on Agent Task Handling....................................................................................................................56
Configuration and Scripting Considerations for Task Reporting.......................................................................62
Reporting on Agent Call Transfers and Conferences.........................................................................................63
Configuration and Scripting Considerations for Transfer and Conference Reporting.......................................67
Reporting on Supervisor Action.........................................................................................................................69
Configuration and Scripting Considerations for Reporting on Supervisor Action............................................71
5.
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
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