Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Measuring Customer Experience

Measuring customer experience involves monitoring how calls were treated in the IPCC
Enterprise system. This might include the number of calls received, the number of calls handled
and abandoned, queue time (answer time), average speed of answer, transfers and whether
Service Level objectives are being met. IPCC Enterprise WebView reports provide metrics that
enable you to monitor real-time customer experience and review historical trends in customer
experience.

This chapter explains which reporting metrics are useful for measuring customer experience in
an IPCC Enterprise system and which report templates contain these metrics. This chapter also
describes how the system gathers customer experience metrics and explains how to configure
and script your system so that your reports contain appropriate and accurate data.

This section contains the following topics:

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Useful Customer Experience Statistics and Report Templates

WebView reports enable you to monitor real-time customer experience and review historical
customer experience trends.

These factors determine the reports that you use to measure customer experience:

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Whether you need to view current activity or past experience data

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What data you want to see

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