Cisco Cisco IPCC Web Option User Guide
How Do You Want to Report on Customer Experience?......................................................................78
What Data Do You Want to See?.........................................................................................................79
What Data Do You Want to See?.........................................................................................................79
General Call Type Report Data Balancing...........................................................................................81
How Calls that Encounter Error Conditions Affect Call Type Reporting...............................................81
How Calls that Abandon Affect Call Type Reporting............................................................................82
How Abandoned Short Calls Affect Call Type Reporting.....................................................................83
How Calls that Have a Bad Label Affect Call Type Reporting..............................................................83
How Calls that Experience Redirection on No Answer with IP IVR Affect Call Type Reporting...........83
How Calls that Experience Redirection on No Answer with CVP Affect Call Type Reporting..............84
How Calls that Terminate Label Node and Route to Non-Monitored Devices Affect Reporting...........85
How Calls that Encounter Error Conditions Affect Call Type Reporting...............................................81
How Calls that Abandon Affect Call Type Reporting............................................................................82
How Abandoned Short Calls Affect Call Type Reporting.....................................................................83
How Calls that Have a Bad Label Affect Call Type Reporting..............................................................83
How Calls that Experience Redirection on No Answer with IP IVR Affect Call Type Reporting...........83
How Calls that Experience Redirection on No Answer with CVP Affect Call Type Reporting..............84
How Calls that Terminate Label Node and Route to Non-Monitored Devices Affect Reporting...........85
Configuration and Scripting Considerations for Redirection on No Answer with IP IVR Reporting.....85
Configuration and Scripting Considerations for Redirection on No Answer with CVP Reporting........86
Configuration and Scripting Considerations for Reporting on Calls that Route to Non-Monitored
Devices................................................................................................................................................86
Configuration and Scripting Recommendations for Reporting on Abandoned Short Calls for the Call
Type.....................................................................................................................................................86
Configuration and Scripting Considerations for Redirection on No Answer with CVP Reporting........86
Configuration and Scripting Considerations for Reporting on Calls that Route to Non-Monitored
Devices................................................................................................................................................86
Configuration and Scripting Recommendations for Reporting on Abandoned Short Calls for the Call
Type.....................................................................................................................................................86
ASA for the Call Type...........................................................................................................................87
ASA for the Skill Group........................................................................................................................87
ASA for the Agent................................................................................................................................88
ASA for the Skill Group........................................................................................................................87
ASA for the Agent................................................................................................................................88
How Service Levels are Calculated.....................................................................................................88
Service Levels per Reporting Entity.....................................................................................................91
Service Level at the Call Type..............................................................................................................91
Service Level at the Skill Group...........................................................................................................92
Service Level at the Peripheral VRU Service - Not Applicable for System IPCC Deployments...........94
Using Call Type Interval Reporting to Monitor Service Level...............................................................94
Service Levels per Reporting Entity.....................................................................................................91
Service Level at the Call Type..............................................................................................................91
Service Level at the Skill Group...........................................................................................................92
Service Level at the Peripheral VRU Service - Not Applicable for System IPCC Deployments...........94
Using Call Type Interval Reporting to Monitor Service Level...............................................................94
How Do You Want to Report on Operations, Configuration, and Scripting?.........................................98
What Data Do You Want to See?.........................................................................................................99
What Data Do You Want to See?.........................................................................................................99
How New Calls Increment Default Skill Group Statistics...................................................................106
How Agent to Agent Dialing Increments the Default Skill Group Statistics........................................106
How Transferred and Conferenced Calls Increment the Default Skill Group.....................................107
How Agent to Agent Dialing Increments the Default Skill Group Statistics........................................106
How Transferred and Conferenced Calls Increment the Default Skill Group.....................................107
Configuration and Scripting Recommendations for Default Skill Group Reporting................................107
Reporting on Outbound Dialing Campaign Effectiveness......................................................................107
Configuration and Scripting Recommendations for Reporting on Outbound Dialing Campaigns..........108
Reporting on Short Calls........................................................................................................................108
Reporting on Outbound Dialing Campaign Effectiveness......................................................................107
Configuration and Scripting Recommendations for Reporting on Outbound Dialing Campaigns..........108
Reporting on Short Calls........................................................................................................................108
Abandoned Short Calls......................................................................................................................108
Answered Short Calls - Not Applicable for System IPCC Deployments............................................109
Answered Short Calls - Not Applicable for System IPCC Deployments............................................109
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
iii