Cisco Cisco E-Mail Manager Unity Integration Option User Guide
If you consolidate skill groups from the same peripheral into an enterprise skill group, you will
see double-counting of some metrics in your reports.
see double-counting of some metrics in your reports.
About Agent Teams
An agent team is a group of related agents associated with a single peripheral. Agent teams are
associated with a primary supervisor and can be associated with one or more secondary
supervisors. You can report on agent teams to monitor the performance of a particular team.
Supervisors might find these reports useful to monitor the agents that they supervise.
associated with a primary supervisor and can be associated with one or more secondary
supervisors. You can report on agent teams to monitor the performance of a particular team.
Supervisors might find these reports useful to monitor the agents that they supervise.
About Media Classes and Media Routing Domains
If you have deployed Cisco Collaboration Server or Cisco E-Mail Manager in your Cisco IPCC
system, agents can be configured to receive requests from multiple media channels, including
voice, Web, and e-mail. A Media Class represents a combination, or a single instance, of media
that are to be treated as a single concept. In Cisco IPCC Enterprise systems, Media Classes
include voice, multi-session chat, single-session chat, blended collaboration, and e-mail.
system, agents can be configured to receive requests from multiple media channels, including
voice, Web, and e-mail. A Media Class represents a combination, or a single instance, of media
that are to be treated as a single concept. In Cisco IPCC Enterprise systems, Media Classes
include voice, multi-session chat, single-session chat, blended collaboration, and e-mail.
A Media Routing Domain (MRD) is collection of skill groups and services that are associated
with a common media class. Each skill group is assigned to a Media Routing Domain. The
software uses MRDs to route a task to an agent who is associated with a skill group and a
particular medium.
with a common media class. Each skill group is assigned to a Media Routing Domain. The
software uses MRDs to route a task to an agent who is associated with a skill group and a
particular medium.
You can report on activity for all of the MRDs that you have configured in your system.
About Redirection on No Answer
The Redirection on No Answer (RONA) feature ensures that if an agent does not answer a call
within a specified amount of time, the call is assigned to a different skill group or agent and the
original agent is made Not Ready so that he or she is not routed additional calls. This feature is
implemented differently depending on whether you are installing IP-IVR or CVP as the VRU
for your system.
within a specified amount of time, the call is assigned to a different skill group or agent and the
original agent is made Not Ready so that he or she is not routed additional calls. This feature is
implemented differently depending on whether you are installing IP-IVR or CVP as the VRU
for your system.
Redirection on No Answer is not supported for the AGS PG.
About VRU Applications
Your enterprise might implement one or more types of VRU applications. VRU applications
include Self-Service and Information Gathering. In Self-Service applications, the customer can
obtain information through a series of VRU prompts and the entire transaction occurs within
the VRU. For example, if the customer calls a bank, the Self-Service application might prompt
the user for his or her account number and password and then provide abilities to check account
balance, review recent payments, modify PIN numbers, and so forth. In Information Gathering
applications, the VRU prompts the caller for certain information, such as which department he
or she wants to reach, and then uses the information in the routing decision and passes the
information to the agent desktop.
include Self-Service and Information Gathering. In Self-Service applications, the customer can
obtain information through a series of VRU prompts and the entire transaction occurs within
the VRU. For example, if the customer calls a bank, the Self-Service application might prompt
the user for his or her account number and password and then provide abilities to check account
balance, review recent payments, modify PIN numbers, and so forth. In Information Gathering
applications, the VRU prompts the caller for certain information, such as which department he
or she wants to reach, and then uses the information in the routing decision and passes the
information to the agent desktop.
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
9
Chapter 1: Planning the IPCC Enterprise System to Meet Reporting Needs
Reporting Concepts