Cisco Cisco IP Contact Center Release 4.6.1 User Guide
Redirection on No Answer calls, you might want to queue to the same skill groups to which
the call was queued initially.
the call was queued initially.
•
The call type is requalified in the routing script before the call is offered to an agent using
the LAA and/ or Queue node to avoid extraneous offered and flow out information.
the LAA and/ or Queue node to avoid extraneous offered and flow out information.
However, even if you configure your scripts using the 1:1 call type to skill group correlation
and change the call type when appropriate, you will still notice some reporting discrepancies
for the number of tasks offered and the manner in which hold time for consult calls is reported.
and change the call type when appropriate, you will still notice some reporting discrepancies
for the number of tasks offered and the manner in which hold time for consult calls is reported.
The number of tasks offered to the call type and skill group will not match because call type
tasks offered is incremented for each task routed using that call type, but skill group tasks offered
is only incremented when the task is offered to an agent in that skill group.
tasks offered is incremented for each task routed using that call type, but skill group tasks offered
is only incremented when the task is offered to an agent in that skill group.
The call type and skill group hold time and talk time might not balance for agents who are in
hold state in a consult call. This is reported as hold time for the call type and talk time for the
skill group because the state of the consult call is hold, but the agent not on hold is in talking
state as he or she is talking to the customer on the other line.
hold state in a consult call. This is reported as hold time for the call type and talk time for the
skill group because the state of the consult call is hold, but the agent not on hold is in talking
state as he or she is talking to the customer on the other line.
Half-hour Boundary Issues for Reporting Data
Counts that would typically match up for a day, such as CallsOffered and CallsHandled, might
not always match up over specific half-hour intervals. This is because the counts for some data
elements might be increased across half-hour boundaries. Consider this example, at 8:55 a call
comes into the contact center and is answered by an agent. The agent completes the call at 9:05.
In the historical database, the call is counted as offered in the 8:30:00 to 8:59:59 interval. The
call is also counted as handled in the 9:00:00 to 9:29:59 interval. Therefore, if you run a report
for the 9:00:00 to 9:29:59 interval, you will see in reports that tasks handled does not equal
tasks offered for the interval.
not always match up over specific half-hour intervals. This is because the counts for some data
elements might be increased across half-hour boundaries. Consider this example, at 8:55 a call
comes into the contact center and is answered by an agent. The agent completes the call at 9:05.
In the historical database, the call is counted as offered in the 8:30:00 to 8:59:59 interval. The
call is also counted as handled in the 9:00:00 to 9:29:59 interval. Therefore, if you run a report
for the 9:00:00 to 9:29:59 interval, you will see in reports that tasks handled does not equal
tasks offered for the interval.
You also might notice that tasks offered does not equal task abandoned + tasks handled for a
half-hour interval. Tasks offered reflects the number of calls and tasks that were offered to
agents in this interval, while tasks handled and tasks abandoned might include calls that were
offered in the last interval and completed in this interval. Some historical report templates group
statistics into "Completed Tasks", to indicate that the statistics represent all calls and tasks that
completed in this half hour interval.
half-hour interval. Tasks offered reflects the number of calls and tasks that were offered to
agents in this interval, while tasks handled and tasks abandoned might include calls that were
offered in the last interval and completed in this interval. Some historical report templates group
statistics into "Completed Tasks", to indicate that the statistics represent all calls and tasks that
completed in this half hour interval.
In general, half-hour boundary issues are reduced if you run daily reports. However, if your
contact center runs 24 hours a day, you might still notice half-hour discrepancies for the 11:30:00
to 11:59:59 and 12:00:00 to 12:29:59 intervals.
contact center runs 24 hours a day, you might still notice half-hour discrepancies for the 11:30:00
to 11:59:59 and 12:00:00 to 12:29:59 intervals.
Reporting in a MultiChannel Environment
WebView reporting provides data on task and agent activity for multichannel options, including
Collaboration Server and E-Mail Manager, if they are deployed in your IPCC Enterprise system.
To interpret report data correctly, you have a good understanding of how Media Routing Domains
and Media Classes are used, how agent availability and routability are determined, and differences
in report data between voice tasks and non voice tasks.
Collaboration Server and E-Mail Manager, if they are deployed in your IPCC Enterprise system.
To interpret report data correctly, you have a good understanding of how Media Routing Domains
and Media Classes are used, how agent availability and routability are determined, and differences
in report data between voice tasks and non voice tasks.
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)
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Chapter 2: Understanding Cisco IPCC Reporting Architecture
Reporting in a MultiChannel Environment