Cisco Cisco IP Contact Center Release 4.6.1 User Guide
The VRU is also used to queue calls while a customer waits for an available agent. During
queuing, the VRU might be configured to play music on hold or perform a VRU application.
queuing, the VRU might be configured to play music on hold or perform a VRU application.
The types of VRU applications that you use determine what report data to monitor.
For example:
•
If your VRU only performs queuing, you might want to see how long callers waited in queue
and number of callers who abandoned while queued.
and number of callers who abandoned while queued.
•
If your VRU is used for Self-Service, you might want to see how many successful transactions
occurred in the Self-Service application and whether the caller was transferred to an agent
from the application.
occurred in the Self-Service application and whether the caller was transferred to an agent
from the application.
•
If you are using an Information Gathering application, you might want to see how many
callers opted out of the digit collection to be transferred directly to an agent.
callers opted out of the digit collection to be transferred directly to an agent.
Planning for Naming Conventions
Before configuring the system, decide on the naming conventions to be used throughout the
contact center enterprise.
contact center enterprise.
When planning your installation, consider how you want to name the components and entities
that you will be configuring. For example, what kind of names do you want to use for call types
and skill groups? The names for agents, skill groups, agent teams, peripherals (such as VRU
peripherals and CallManager peripherals), call types, VRU services, trunk groups, and application
gateways appear in WebView as selection criteria for reports.
that you will be configuring. For example, what kind of names do you want to use for call types
and skill groups? The names for agents, skill groups, agent teams, peripherals (such as VRU
peripherals and CallManager peripherals), call types, VRU services, trunk groups, and application
gateways appear in WebView as selection criteria for reports.
Depending on your contact center, a wide range of individuals might be running reports and
using the selection criteria. Using intuitive names for components and entities will help these
users interpret the report selection criteria correctly. For example, instead of using numbers for
call type names, use descriptive text such as "RedirectOnNoAnswer" or "SupervisorAssist".
using the selection criteria. Using intuitive names for components and entities will help these
users interpret the report selection criteria correctly. For example, instead of using numbers for
call type names, use descriptive text such as "RedirectOnNoAnswer" or "SupervisorAssist".
When you generate a WebView report, you can select up to 1000 items from the list. If you are
running an agent report, you can select from a list of agents; if you are running a skill group
report, you select from a list of skill groups, and so forth.
running an agent report, you can select from a list of agents; if you are running a skill group
report, you select from a list of skill groups, and so forth.
Also the selections and reports are sorted by names. Using meaningful naming conventions (for
example, prefixing the name of items associated with a particular workgroup with the same
prefix) helps contact center personnel find a particular report more easily.
example, prefixing the name of items associated with a particular workgroup with the same
prefix) helps contact center personnel find a particular report more easily.
If you are deploying an IPCC Gateway system, in which Cisco IPCC Enterprise appears as an
IP ACD to a parent ICM Enterprise system, limit the number of characters in the names of
agents, skill groups and call types on the child IPCC Enterprise system. When these names are
passed to the parent ICM during auto-configuration, the software configures the name such as
(Parent)Peripheral.EnterpriseName +"."+ (Child)Skill_Group.PeripheralName. configured
name exceeding 32 characters are automatically truncated and replaced with a number. This
means you will not be able to find the name in reports run on the ICM Enterprise system. Refer
IP ACD to a parent ICM Enterprise system, limit the number of characters in the names of
agents, skill groups and call types on the child IPCC Enterprise system. When these names are
passed to the parent ICM during auto-configuration, the software configures the name such as
(Parent)Peripheral.EnterpriseName +"."+ (Child)Skill_Group.PeripheralName. configured
name exceeding 32 characters are automatically truncated and replaced with a number. This
means you will not be able to find the name in reports run on the ICM Enterprise system. Refer
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
10
Chapter 1: Planning the IPCC Enterprise System to Meet Reporting Needs
Planning for Naming Conventions