Cisco Cisco IP Contact Center Release 4.6.2 User Guide
Monitoring Self-Service and Information Gathering Application Progress
You might determine the effectiveness of a Self-Service application in several ways:
•
Monitoring the effectiveness of the application as a whole. For example, you might only
want to monitor whether a customer's need was satisfied through the VRU application and
that the caller did not need to be transferred to an agent.
want to monitor whether a customer's need was satisfied through the VRU application and
that the caller did not need to be transferred to an agent.
•
Monitoring the effectiveness of individual transactions within the application. For example,
in a banking application a customer might have the ability to perform multiple transactions,
such as account lookup, obtaining balance information, and learning about recent payments.
You might want to see which of these transactions was used and whether the caller successfully
completed the transaction.
in a banking application a customer might have the ability to perform multiple transactions,
such as account lookup, obtaining balance information, and learning about recent payments.
You might want to see which of these transactions was used and whether the caller successfully
completed the transaction.
•
Monitoring failure cases in which a system error, such as a failed database lookup, caused
the caller to be transferred by an agent instead of continuing through the VRU application.
the caller to be transferred by an agent instead of continuing through the VRU application.
Similarly, you might determine the effectiveness of an Information Gathering application in
several ways:
several ways:
•
Monitoring whether the caller used the system prompts to be routed to an appropriate resource
or used a failout path, such as pressing "0", to be routed directly to an agent.
or used a failout path, such as pressing "0", to be routed directly to an agent.
•
Monitoring failure cases in which system errors, such as a failed database lookup, caused
the caller to be transferred to an agent instead of continuing through the digit collection
prompts for more appropriate routing.
the caller to be transferred to an agent instead of continuing through the digit collection
prompts for more appropriate routing.
You can obtain information about application effectiveness a whole, effectiveness of individual
transactions within the application, and failure cases using the VRUProgress variable available
in the Set script node. The VRUProgress variable enables to you set the status of the VRU call
at any point in the application. For example, if you consider a call handled by the VRU when
the caller completes a certain node, such as an account balance lookup node, then you can set
the variable to 2, indicating that the call be reported as VRU Handled for the appropriate call
type.
transactions within the application, and failure cases using the VRUProgress variable available
in the Set script node. The VRUProgress variable enables to you set the status of the VRU call
at any point in the application. For example, if you consider a call handled by the VRU when
the caller completes a certain node, such as an account balance lookup node, then you can set
the variable to 2, indicating that the call be reported as VRU Handled for the appropriate call
type.
These VRUProgress variables map to columns that appear in VRU Activity WebView reports,
enabling you to see how many calls were counted for each variable per call type. You can use
this data to modify applications if needed. For example, if you see that many callers are
experiencing error conditions that cause a forced transfer you could correct the function of that
node. If you see that many callers are opting to be transferred to an agent before being handled
by the application, you might want to add functionality to the application.
enabling you to see how many calls were counted for each variable per call type. You can use
this data to modify applications if needed. For example, if you see that many callers are
experiencing error conditions that cause a forced transfer you could correct the function of that
node. If you see that many callers are opting to be transferred to an agent before being handled
by the application, you might want to add functionality to the application.
The following table describes the VRUProgress variables that you can use in your VRU script
applications and how they map to report columns.
applications and how they map to report columns.
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)
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Chapter 5: Monitoring Operations, Configuration, and Scripting
Determining Self-Service Application and Information Gathering Application Effectiveness