Cisco Cisco IPCC Web Option User Guide

to the Cisco IPCC Gateway Deployment Guide for more information about IPCC Gateway
deployment and considerations.

Planning for Reporting on Call Types

Follow these guidelines to obtain accurate and useful reporting data:

•

Determine how many call types you need to configure to meet your reporting needs.

Consider the following when determining the number of call types required:

–

Configure a separate call type for each type of call treatment that you want to offer.

–

Configure a separate call type associated with Redirection on No Answer (RONA)
situations. This enables you to direct calls that Ring No Answer to a routing script designed
for this situation and to report on this Redirection on No Answer call type to see how calls
that redirect on no answer are eventually handled.

–

Configure a separate call type associated with the Supervisor and Emergency assist script
for each agent team. This enables you to direct the assistance request to the Supervisor
and Emergency Assist routing script which can assign the request to the primary or
secondary supervisor for that agent's team. You can use call type reports to view data for
supervisor assistance calls.

–

Configure a separate call type associated with call transfers and conferences. This enables
you to direct the transfer to a different routing script.

–

If you are planning to report on individual transactions within VRU Self-Service or
Information Gathering applications, configure a separate call type for each transaction.

–

If you want to separate Information Gathering VRU metrics from queue metrics, configure
a separate call type for queuing.

•

Determine the Service Level for call types.

Service Level indicates how well you are meeting your goal for answering calls. For example,
your goal might be to answer 80% of calls within two minutes. In this case, you would set
the Service Level Threshold to 120 seconds. Reports show you the percentage of calls that
are answered within that time threshold, enabling you to see whether you are meeting your
goal.

Also, determine how the abandoned calls will impact the Service Level. Decide whether the
abandoned calls are ignored in the Service Level calculation, negatively affect Service Level,
or positively affect Service Level. For example, for VRU Self-Service applications all calls
that terminate are considered abandoned, even if the caller received the information he or
she required. You might want to ignore these calls or have them affect Service Level positively.
You might want calls that abandon while queuing or while ringing to impact Service Level
negatively.

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