Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Cisco

Table of Contents

Preface ...........................................................................................................................................................1

Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................2
Related Documentation .............................................................................................................................2
Conventions................................................................................................................................................3
Obtaining Documentation and Submitting a Service Request...................................................................4
Documentation Feedback...........................................................................................................................4

1. Planning the IPCC Enterprise System to Meet Reporting Needs...............................................................5

Reporting Concepts....................................................................................................................................6

Reporting Applications...........................................................................................................................6
About Call Types....................................................................................................................................6
About Peripherals..................................................................................................................................7
About Skill Groups.................................................................................................................................8
About Enterprise Skill Groups...............................................................................................................8
About Agent Teams................................................................................................................................9
About Media Classes and Media Routing Domains..............................................................................9
About Redirection on No Answer...........................................................................................................9
About VRU Applications.........................................................................................................................9

Planning for Naming Conventions............................................................................................................10
Planning for Reporting on Call Types.......................................................................................................11
Planning for Agent Reporting...................................................................................................................12
Planning for Skill Group Reporting...........................................................................................................14
Planning for Enterprise Skill Group Reporting..........................................................................................16
Planning for Agent Teams and Supervisors..............................................................................................16
Planning for Transfer and Conference Reporting......................................................................................16
Planning for Supervisor Assist and Emergency Assist Reporting............................................................17
Planning for Redirection on No Answer Reporting with IP-IVR................................................................17
Planning for Redirection on No Answer Reporting with Customer Voice Portal.......................................18
Planning for VRU Application Reporting...................................................................................................18
Planning for Reporting on Unexpected Scripting Conditions....................................................................20
Planning for Reporting on Short Calls......................................................................................................21
Planning the Historical Data Server for Reporting....................................................................................22
Planning which Report Templates to Use.................................................................................................23
Planning for Custom Reporting................................................................................................................24

2. Understanding Cisco IPCC Reporting Architecture..................................................................................25

System IPCC to ICM Component Mapping..............................................................................................26
Overview of IPCC Enterprise Components..............................................................................................26
IPCC Enterprise Deployments Presented In This Guide..........................................................................27
IPCC Enterprise Versus ICM Enterprise with ACD Architecture..............................................................28

ICM Enterprise with ACD Architecture.................................................................................................28
IPCC Enterprise Architecture..............................................................................................................29

IPCC Enterprise with Multichannel Applications Architecture..................................................................30
Understanding the Historical Data Server................................................................................................32

Relationship Between the Logger and Historical Data Server.............................................................32
Logger and Historical Data Server Failure and Recovery....................................................................32

Reporting Intervals ..................................................................................................................................33

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

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