Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

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Maximum number of calls in progress simultaneously.

If you are using CVP as the VRU and have deployed CVP in the Comprehensive Model,
note that the number of calls in progress refers to the number of Routing Client ports and the
number of VRU ports in use on this peripheral. See the Cisco Internet Service Node (CVP)
Configuration and Administration Guide for more information about the Comprehensive
Model.

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Amount of time that the VRU peripheral has been sending data.

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Amount of time that the VRU peripheral has been active as a routing client.

You can use the data in this report to determine if the VRU is capable of handling the amount
of calls it is receiving or if the VRU is not being utilized effectively by your routing scripts.

Determining Self-Service Application and Information Gathering Application Effectiveness

You can monitor the effectiveness of Self-Service and Information Gathering applications to
determine whether the application needs to be modified to better meet customer needs and
decrease the amount of agent intervention.

Monitoring Self-Service and Information Gathering Application Progress

You might determine the effectiveness of a Self-Service application in several ways:

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Monitoring the effectiveness of the application as a whole. For example, you might only
want to monitor whether a customer's need was satisfied through the VRU application and
that the caller did not need to be transferred to an agent.

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Monitoring the effectiveness of individual transactions within the application. For example,
in a banking application a customer might have the ability to perform multiple transactions,
such as account lookup, obtaining balance information, and learning about recent payments.
You might want to see which of these transactions was used and whether the caller successfully
completed the transaction.

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Monitoring failure cases in which a system error, such as a failed database lookup, caused
the caller to be transferred by an agent instead of continuing through the VRU application.

Similarly, you might determine the effectiveness of an Information Gathering application in
several ways:

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Monitoring whether the caller used the system prompts to be routed to an appropriate resource
or used a failout path, such as pressing "0", to be routed directly to an agent.

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Monitoring failure cases in which system errors, such as a failed database lookup, caused
the caller to be transferred to an agent instead of continuing through the digit collection
prompts for more appropriate routing.

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