Cisco Cisco IP Contact Center Release 4.6.2 User Guide

How Transferred and Conferenced Calls Increment the Default Skill Group

The default skill group is also affected by transferred and conferenced calls. If Agent A transfers
or conferences an ICM/IPCC routed call to another agent directly without using a script,
OutgoingExternal or OutgoingInternal for Agent A are incremented against the skill group of
the ICM-routed call. However, IncomingDirect calls for Agent B is incremented against the
default skill group.

However, if the agent (Agent A) transfers or conferences an ICM/IPCC routed call to a dialed
number that accesses a transfer or conference script that has an Agent-to-Agent node,
OutgoingExternal or OutgoingInternal for the Agent A is incremented for the skill group of the
ICM/IPCC routed call. Incoming Direct calls for agent B are incremented for the default skill
group.

The default skill group will also be incremented for emergency and supervisor assist calls when
there is no existing call.

Configuration and Scripting Recommendations for Default Skill Group Reporting

Do not reference the default skill group in ICM/IPCC routing scripts. This ensures that the
default skill group does not capture statistics for ICM-routed calls.

Reporting on Outbound Dialing Campaign Effectiveness

You can determine the effectiveness of Outbound dialing campaigns using the Outbound Option
reporting category. This category provides reports for the campaigns, the query rules used in
those campaigns, Outbound Option record imports, and Outbound Option Dialer activity.

The campaign query rule reports are the most useful reports for measuring campaign
effectiveness. These reports show you what is happening in each campaign, including the number
of calls closed, number of customers contacted, average talk time, and average wrap up time
for each query in the campaigns.

You can report on campaigns on a higher level using the dialer reports. Each campaign is
associated with a dialer. By reporting on a dialer, you view statistics that span all of the campaigns
associated with the dialer. These reports show you the number of customers dialed, the number
of calls that were not answered, the number of calls that were abandoned, and detection of busy,
voice, answering machine, and SITTones.

Outbound Option reports also enable you to view the success of record importation. Using the
import reports, you can monitor whether records being added successfully (good records) or
are failing (bad records). Also, you can monitor how long it takes to import the records so that
you can plan for future record importation.

If you want to view data for Outbound calls that are transferred to the VRU, use the peripheral
service IVR reports.

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