Cisco Cisco IPCC Web Option User Guide
How New Calls Increment Default Skill Group Statistics
Call statistics for all new outbound and incoming direct calls are incremented for the default skill group
as follows:
as follows:
•
AgentOutCalls for external outbound calls
•
InternalCalls for the internal outbound calls
•
InternalCallRcvd for the direct incoming calls
Note: CallsHandled is not incremented for the default skill group, since the default skill group should
not be referenced in any script.
not be referenced in any script.
How Agent to Agent Dialing Increments the Default Skill Group Statistics
Agent-to-Agent dialing using the Agent-to-Agent node in the script also affects the default skill group.
OutgoingExternal or OutgoingInternal are incremented for the default skill group of the agent initiating
the agent-to-agent call. The default skill group InternalCallsReceived is incremented for the default skill
group of the agent receiving the agent-to-agent call.
OutgoingExternal or OutgoingInternal are incremented for the default skill group of the agent initiating
the agent-to-agent call. The default skill group InternalCallsReceived is incremented for the default skill
group of the agent receiving the agent-to-agent call.
How Transferred and Conferenced Calls Increment the Default Skill Group
The default skill group is also affected by transferred and/or conferenced calls. If Agent A transfers or
conferences an ICM Routed call to another agent directly without using a script, OutgoingExternal or
OutgoingInternal for Agent A are incremented against the skill group of the ICM-routed call. However,
IncomingDirect calls for Agent B is incremented against the default skill group.
conferences an ICM Routed call to another agent directly without using a script, OutgoingExternal or
OutgoingInternal for Agent A are incremented against the skill group of the ICM-routed call. However,
IncomingDirect calls for Agent B is incremented against the default skill group.
However, if the agent (Agent A) transfers or conferences an ICM routed call to a Dialed Number Plan
that accesses a transfer or conference script that has an Agent-to-Agent node, OutgoingExternal or
OutgoingInternal for the Agent A is incremented for the skill group of the ICM routed call. However,
Incoming Direct calls for agent B is incremented for the default skill group.
that accesses a transfer or conference script that has an Agent-to-Agent node, OutgoingExternal or
OutgoingInternal for the Agent A is incremented for the skill group of the ICM routed call. However,
Incoming Direct calls for agent B is incremented for the default skill group.
The default skill group will also be incremented for emergency and supervisor assist calls when there is
no existing call.
no existing call.
Configuration and Scripting Recommendations for Default Skill Group
Reporting
Reporting
Do not reference the default skill group in ICM routing scripts. This ensures that the default skill group
does not capture statistics for ICM-routed calls.
does not capture statistics for ICM-routed calls.
Reporting on Outbound Dialing Campaign Effectiveness
You can determine the effectiveness of Outbound dialing campaigns using the Outbound Option reporting
category. This category provides reports for the campaigns, the query rules used in those campaigns,
Outbound Option record imports, and Outbound Option Dialer activity.
category. This category provides reports for the campaigns, the query rules used in those campaigns,
Outbound Option record imports, and Outbound Option Dialer activity.
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
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Monitoring Operations, Configuration, and Scripting
Configuration and Scripting Recommendations for Default Skill Group Reporting