Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Reporting Tools for Multichannel Applications

You can use the WebView report templates provided by ICM/IPCC software to report on
multichannel skill groups, agents and tasks. However, the IPCC Enterprise WebView reports
do not contain details regarding the Collaboration Server or E-Mail Manager-specific events
that transpire during a Collaboration Server or E-Mail Manager task. For example, these
WebView reports show that an agent handled a chat task, but do not provide the text of a sent
chat message. Also, the reports show than an agent is currently Active on an e-mail task, but
do not show the number of e-mails received by an agent. The multichannel applications have
separate reporting tools, available through the applications, that provide application-specific
details about the sessions.

Entities that Capture Reporting Data

For each task flow, a single task, such as a voice call or Web collaboration chat session, passes
through several reporting entities. Reporting entities are objects configured in ICM/IPCC
software, including Call Types, Services, Skill Groups, and Agents. These entities capture
particular information about the task. IPCC Enterprise reporting entities are described in the
following table.

The Call Type object determines which routing script to run for a particular task,
and may represent a service that a contact center provides. The Call Type is matched
to a Dialed Number for voice calls, or a Script Selector for non-voice calls.

Call Type

For voice calls, a call type can be comprised of caller entered digits (CED) and
calling line ID.

For non-voice calls, call types can be comprised of the script selector, AppString1,
and AppString2.

The Service identifies a function that the contact center provides. A Service
associated with VRU applications tracks application activity including queuing,
self-service and information gathering.

Peripheral VRU Service - Service
associated with VRU application(s)

This does not apply to System
IPCC deployments.

Note that if you are using CVP, you only configure one or two services, depending
on your configuration.

A Skill Group represents a group of agents, who might be grouped together because
of common expertise, common skill level, or other business reasons.

Skill Group

An agent is a person who handles tasks in a contact center.

Agent

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)