Cisco Cisco IP Contact Center Release 4.6.1 User Guide
typical voice calls and multichannel tasks. In order to interpret agent data for Outbound Option
tasks, you understand how Outbound Option reserves agents, reports calls that are connected
to agents and handles calls dropped by customers before the calls are connected.
tasks, you understand how Outbound Option reserves agents, reports calls that are connected
to agents and handles calls dropped by customers before the calls are connected.
When the Outbound Dialer initiates a call to a customer, it reserves the agent assigned to handle
the call by placing a reservation call to the agent and changing the agent's state to Hold. This
reservation call is reported as a Direct In call to the agent.
the call by placing a reservation call to the agent and changing the agent's state to Hold. This
reservation call is reported as a Direct In call to the agent.
For typical voice calls, the agent is placed into Reserved state when ICM/IPCC software reserves
the agent to handle a call; the agent's state is reported as Reserved. For Outbound Option calls,
reports show the agent in Hold state when reserved for a call and the time that agent spends
reserved is reported as Hold Time. However, for the Outbound Option reports perskg11,
perskg12, agtsk06, agtsk10, agtsk11, agtsk12, call reports show the agent in Reserved state
when reserved for a call.
the agent to handle a call; the agent's state is reported as Reserved. For Outbound Option calls,
reports show the agent in Hold state when reserved for a call and the time that agent spends
reserved is reported as Hold Time. However, for the Outbound Option reports perskg11,
perskg12, agtsk06, agtsk10, agtsk11, agtsk12, call reports show the agent in Reserved state
when reserved for a call.
When the customer answers the call, the Outbound Option Dialer transfers the call to an agent.
The call is now reported as a Transfer In call to the agent. When the customer call is transferred
to the agent, the reservation call is dropped by the Dialer and classified as Abandon on Hold.
For more information regarding Outbound Option termination call detail records, see the Cisco
ICM/IP Contact Center Enterprise Edition Outbound Option User Guide.
The call is now reported as a Transfer In call to the agent. When the customer call is transferred
to the agent, the reservation call is dropped by the Dialer and classified as Abandon on Hold.
For more information regarding Outbound Option termination call detail records, see the Cisco
ICM/IP Contact Center Enterprise Edition Outbound Option User Guide.
The abandoned call wait time, set in the Campaign Configuration screen, determines how calls
are reported if the caller hangs up. Calls are counted in the Customer Abandon field in the
WebView campaign query templates (camqry01 and camqry02) only if the customer hangs
up before the abandoned call wait time is reached.
are reported if the caller hangs up. Calls are counted in the Customer Abandon field in the
WebView campaign query templates (camqry01 and camqry02) only if the customer hangs
up before the abandoned call wait time is reached.
Redirection on No Answer Calls with IP IVR
The Redirection on No Answer feature, configured in Agent Desk Settings in ICM/IPCC
configuration tool, ensures that when an agent does not answer a call, the call is re-assigned to
another agent or requeued after a specified number of seconds. Redirection on No Answer is
also used to change the agent state to Not Ready when a call is rerouted from the agent's phone.
When the Ring No Answer time expires, ICM/IPCC software makes the agent unavailable for
routing requests. When the call is actually rerouted, ICM/IPCC software makes the agent Not
Ready, with a reason code of 32767.
configuration tool, ensures that when an agent does not answer a call, the call is re-assigned to
another agent or requeued after a specified number of seconds. Redirection on No Answer is
also used to change the agent state to Not Ready when a call is rerouted from the agent's phone.
When the Ring No Answer time expires, ICM/IPCC software makes the agent unavailable for
routing requests. When the call is actually rerouted, ICM/IPCC software makes the agent Not
Ready, with a reason code of 32767.
A count of the calls that experience Redirection on No Answer appears in agent and skill group
reports. A high number of redirection on ring no answer calls for an agent might indicate that
the agent is not responding quickly enough to incoming calls or, if multiple agents have a high
number of reroute on ring no answer calls, might indicate that the Ring No Answer time is too
low.
reports. A high number of redirection on ring no answer calls for an agent might indicate that
the agent is not responding quickly enough to incoming calls or, if multiple agents have a high
number of reroute on ring no answer calls, might indicate that the Ring No Answer time is too
low.
For agent reporting, you can see how many calls experienced Redirection on Ring No Answer
through the Redirect No Answer report field in agent and skill group reports.
through the Redirect No Answer report field in agent and skill group reports.
Redirection on No Answer calls also affect call type reporting. The Calls RONA field is updated
for the Call Type when a call redirects on no answer. In call type reports, these calls are grouped
into the "Other" category. See
for the Call Type when a call redirects on no answer. In call type reports, these calls are grouped
into the "Other" category. See
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
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Chapter 3: Managing Agents
Reporting on Agent Task Handling