Cisco Cisco IPCC Web Option User Guide
then you can see whether calls are redirecting by monitoring the calls offered to that call type. You
can also see whether the Overflow Out field is incremented for other call types.
can also see whether the Overflow Out field is incremented for other call types.
•
If you do not change the call type, CallsOffered and fields related to the completion of the call,
such as CallsHandled, are incremented. OverflowOut is not incremented. You will not be able to
tell without looking at agent or skill group reports whether calls are redirecting on no answer.
such as CallsHandled, are incremented. OverflowOut is not incremented. You will not be able to
tell without looking at agent or skill group reports whether calls are redirecting on no answer.
Note: Because the ISN application performs a requery to redirect the call to a different agent or skill
group instead of branching to another script, the CallsRONA field is not incremented for the call type.
group instead of branching to another script, the CallsRONA field is not incremented for the call type.
How Calls that Terminate Label Node and Route to Non-Monitored Devices Affect Reporting
The Label node is used to divert a call to voice mail or web attendant or some other device that is not
monitored by ICM because of digits collected by the caller during a voice menu or due to some other
conditions. These calls are counted as RoutedNonAgent and appear in the "Other" column of call type
reports.
monitored by ICM because of digits collected by the caller during a voice menu or due to some other
conditions. These calls are counted as RoutedNonAgent and appear in the "Other" column of call type
reports.
Note: Use an ICM routing scripting script, not a VRU script, to route calls to non-monitored devices. If
you use the VRU script, calls are reported as abandoned at the call type.
you use the VRU script, calls are reported as abandoned at the call type.
Configuration and Scripting Considerations for Call Type Reporting
When configuring and scripting for call type reporting, you must consider call type bucket intervals,
Redirection on No answer situations, calls that route to non-monitored devices, and abandoned short
calls.
Redirection on No answer situations, calls that route to non-monitored devices, and abandoned short
calls.
Configuration and Scripting Considerations for Redirection on No Answer with IP IVR
Reporting
Reporting
Follow these guidelines when configuring and scripting for Redirection on No Answer
•
Ensure that a a CTI route point is defined to use for Redirection on Ring No Answer.
•
Configure the Ring no answer settings in the Agent Desk Settings in the ICM Configuration Manager.
Enter a Ring no answer time. If you use Service Level metrics within your reports and you want
Reroute on Ring No Answer calls to adversely affect the Service Level, set the Service Level
Threshold time below the Ring No Answer time. Enter a Ring no answer dialed number to which
to redirect calls that are not answered by agents within the Ring No Answer time.
Enter a Ring no answer time. If you use Service Level metrics within your reports and you want
Reroute on Ring No Answer calls to adversely affect the Service Level, set the Service Level
Threshold time below the Ring No Answer time. Enter a Ring no answer dialed number to which
to redirect calls that are not answered by agents within the Ring No Answer time.
•
Create a separate script for Redirection on No Answer. In the initial script, change the call type to
direct the call to the Redirection on No Answer script. This ensure that the call is not recorded twice
for the same call type. In the Redirection on No Answer Script, queue the calls at a higher priority.
direct the call to the Redirection on No Answer script. This ensure that the call is not recorded twice
for the same call type. In the Redirection on No Answer Script, queue the calls at a higher priority.
See
for additional
considerations for configuring and scripting for Reroute on Ring No Answer situations.
Configuration and Scripting Considerations for Redirection on No Answer with ISN
Reporting
Reporting
Follow these guidelines when configuring and scripting for Redirection on No Answer:
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
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Measuring Customer Experience
Configuration and Scripting Considerations for Call Type Reporting