Cisco Cisco IP Contact Center Release 4.6.2 User Guide

Speech Recognition, number of attempts a user made before entering a prompt successfully,
number of timeouts, number of invalid entries, microapplication duration, and the routing script
used. This information is written to TCD records. If you plan to use the metadata ECC variable,
you must configure the ECC variables in the ICM/IPCC configuration tools.

Using the VRUProgress variable, the Capture microapplication, and the metadata ECC variable
microapplication together in a script provides you with the ability to monitor details about the
transactions performed by the caller and the VRU application's interface to caller. For example,
you could use the Capture microapplication to create a TCD each time the VRUProgress variable
changes in the script. The TCD is written for that particular point in the application, which
includes the information gathered by the metadata ECC variable. A custom report could show
how many callers experienced timeouts at different points in the application, how many attempts
callers made before successfully completing a transaction, and how long it took a caller to
complete each transaction. This data could indicate problems with the VRU application. You
could also run a custom report on an individual call to see how a particular caller used the
application and whether he or she encountered difficulties.

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

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)