Cisco Cisco IP Contact Center Release 4.6.2 User Guide

How Do You Want to Report on Customer Experience?

The reporting templates that you use to monitor customer experience depend on several factors,
including your role in the contact center and the type of data that you want to see.

First, determine whether you want to view real-time customer experience or past experience
trends. For real-time activity, such as current number of abandoned calls, current Service Levels
and current average speed of answer, use the real-time templates. Real-time templates are
designated by the words "Real Time" in their titles. For past customer experience trends, such
as the average time spent in queue, historical average speed of answer and historical Service
Level information, use the historical templates. Historical templates are designated by the words
"Half Hour", "Summary" or "Daily" in their titles.

Once you have determined whether you want to view real-time or historical templates, you
decide how you want to measure the customers' experience: from end-to-end, with a particular
skill group, or with a particular agent.

While skill group and agent reports provide some of the same metrics as call type reports,
including ASA, abandons, redirects, calls handled, and Service Level, the call type reports show
a more complete picture of the customer experience and are the best suited for measuring
customer experience. Skill group reports provide insight into operational performance and agent
reports provide insight into individual agent performance.

The following table describes the WebView options for measuring customer experience.

This category is useful to Contact Center Administrators with global
responsibility for all customer contacts. Reporting on customer

Call Type

You want to measure a customer's
experience from the initial request
to the call completion.

experience using this category provides insight in the end-to-end
customer experience for different types of call treatment. This
category provides the most complete view of customer experience.

This category is useful to Contact Center Administrators or
Supervisors who are responsible for a certain groups of agents or

Skill Group

You want to measure a customer's
experience when routed to a
particular skill group.

skill groups. Reporting on customer experience using this category
provides insight only into the operational performance of selected
skill groups.

This category is useful for Contact Center Supervisors who manage
agents. Reporting on customer experience using this category

Agent

You want to measure a customer's
experience with a particular agent.

provides insight only into the performance of the selected agents
and might identify training needs or agent expertise, but does not
provide a global view of how customers are experiencing their
interactions with the contact center.

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