Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Configuration and Scripting Recommendations for Self-Service Applications, Information
Gathering Applications, and Queue Applications Reporting

Follow these guidelines when configuring Self-Service applications, Information Gathering
applications, and queue applications:

•

Enable Service Control and Queue Reporting at the VRU peripheral. This does not apply to
System IPCC or ARI Enterprise deployments.

•

If you have Self-Service or Information Gathering IVR applications and want to separate
self-service/digit collection metrics from queuing metrics, 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 a call's progress through a Self-service or Information Gathering IVR
Application, 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 caller's are progressing through the VRU script. You can set the status to VRU
unhandled, VRU handled, VRU assisted, VRU opt out unhandled, VRU script handled or
VRU forced transfer.

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 call type when a call reaches the end of a transaction and then change the VRUProgress
variable. This enables you to report on each transaction separately using the call type VRU
Activity reports.

•

Optionally, if you are using CVP as your VRU and want to perform advanced custom reporting
on VRU application details, configure the following:

–

Capture microapplication, which you can include in a script to trigger the creation of a
TCD record at any point in a routing script. Configure the Capture microapplication as a
VRU script; execute the application using the RunExternalScript node. You must name
the script "CAP" or "CAP, xxx", where xxx is any string that makes the script name unique.
(For example CAP, bankingApplication).

–

Metadata ECC variable microapplication, which collects high-level details about the script
application. Configure an ECC variable in ICM/IPCC Expanded Call Center Variables
configuration tool. The variable length normally be 62 bytes but can be as low as 21 bytes
to save space if needed.

–

Use these microapplications in your scripts to trigger TCD creation at points in the script
for which you want to capture data, such as when a transaction completion. Using the
metadata ECC variable in conjunction with the Capture microapplication enables you to

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