Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

Before configuring the system, you should decide on naming conventions to use throughout the contact
center enterprise.

Follow these guidelines to obtain accurate and useful reporting data:

•

Determine how many call types you need to configure to meet your reporting needs.

Consider the following when determining the number of call types required:

•

You should configure a separate call type for each type of call treatment that you want to
offer.

•

You should configure a separate call type associated with Redirection on No Answer
situations. This enables you to direct calls that Ring No Answer to a routing script designed
for this situation and to report on this Redirection on No Answer call type to see how calls
that redirect on no answer are eventually handled.

•

You should configure a separate call type associated with the Supervisor and Emergency
assist script for each agent team. This enables you to direct the assistance request to the
Supervisor and Emergency Assist routing script which can assign the request to the primary
or secondary supervisor for that agent's team. You can use call type reports to view data for
supervisor assistance calls.

•

You should configure a separate call type associated with call transfers and conferences.
This enables you to direct the transfer to a different routing script.

•

If you are planning to report on individual transactions within VRU Self-Service or
Information Gathering applications, you should configure a separate call type for each
transaction.

•

If you want to separate Information Gathering VRU metrics from queue metrics, you should
configure a separate call type for queuing.

•

Determine the Service Level for call types.

Service Level indicates how well you are meeting your goal for answering calls. For example, your
goal might be to answer 80% of calls within two minutes. In this case, you would set the Service
Level Threshold to 120 seconds. Reports show you the percentage of calls that are answered within
that time threshold, enabling you to see whether you are meeting your goal.

Also, determine how abandoned calls should impact the Service Level. You decide whether
abandoned calls should be ignored in the Service Level calculation, should negatively affect Service
Level, or should positively affect Service Level. For example, for VRU Self-Service applications
all calls that terminate are considered abandoned, even if the caller received the information he or
she required. You might want to ignore these calls or have them affect Service Level positively.
You might want calls that abandon while queuing or while ringing to impact Service Level
negatively.

You can configure the Service Level settings for all call types using the ICM Configuration Manager
System Information tool. You can override these settings for individual call types using the ICM
Configuration Manager Call Type List tool.