Cisco Cisco IP Contact Center Release 4.6.2 User Guide

Planning for VRU Application Reporting

For all deployments, follow these guidelines to obtain accurate and useful data for VRU
applications:

•

If you have Self-Service or Information Gathering IVR applications and want to separate
self-service/digit collection metrics from queuing metrics, plan to change the call type in the
routing script before the call is queued. This ensures that you can report on both the
self-service/digit collection section of the call and the queuing section of the call using Call
Type reports.

•

If you want to track how callers have progressed through a Self-Service or Information
Gathering IVR application, plan to use the VRUProgress variable in the Set node of the
routing script to indicate the status of the call at different points in the routing script. Use the
VRU Activity reports to view how callers have progressed through the VRU script. You can
use this variable to determine how many calls the application did not handle, how many were
handled, how many were transferred to an agent at the caller's request, how many calls were
not able to navigate and were redirected to an agent, and how many encountered error
conditions and were redirected to an agent.

For each transaction in the VRU Self-Service or Information Gathering application for which
you plan to change the VRUProgress variable, create a separate call type. In the script, change
the VRUProgress variable when the call reaches the end of a transaction and then change the
call type. This enables you to report on each transaction separately using the call type VRU
Activity reports.

For all deployments other than System IPCC and ARI deployments, follow these additional
guidelines to obtain accurate and useful data for VRU applications:

•

Plan to enable Service Control and Queue Reporting at the VRU peripheral if you want to
report on VRU applications, services, queuing, and trunk groups. This is not applicable if
you are using the IPCC System PG in your deployment.

•

Determine the Service Level for VRU services. This is not available in System IPCC or ARI
deployments.

Service Level indicates how well you are meeting your goal for answering calls. For example,
your goal might be to answer 80% 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 impact the Service Level. You decide whether
abandoned calls be ignored in the Service Level calculation, negatively affect Service Level,
or 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 positively affect Service
Level. You might want calls that abandon while queuing or while ringing to negatively impact
Service Level.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)