Cisco Cisco IPCC Web Option User Guide
•
•
•
Reporting Concepts
As you plan your deployment, it is necessary to understand several important concepts for Cisco
IPCC Enterprise reporting, including the role of call types, peripherals, skill groups, agent teams,
media routing domains and media classes, and the different purposes that VRUs can serve.
IPCC Enterprise reporting, including the role of call types, peripherals, skill groups, agent teams,
media routing domains and media classes, and the different purposes that VRUs can serve.
About Call Types
Call types are the highest level reporting entity in the Cisco IPCC Enterprise system. You use
call types to group calls for the purposes of call treatment and reporting. Call types determine
the manner in which a call is treated when it enters the system by selecting the routing script to
run for a call.
call types to group calls for the purposes of call treatment and reporting. Call types determine
the manner in which a call is treated when it enters the system by selecting the routing script to
run for a call.
The call type can be changed throughout the life of a call to direct the call to a new routing
script and to gather report metrics for different legs or transactions. Reporting on call type
activity provides insight into end-to-end customer interactions with the system and with agents
by providing data such as Service Level adherence, transfers, average speed of answer, calls
handled, and calls abandoned.
script and to gather report metrics for different legs or transactions. Reporting on call type
activity provides insight into end-to-end customer interactions with the system and with agents
by providing data such as Service Level adherence, transfers, average speed of answer, calls
handled, and calls abandoned.
A call type is defined as a category of incoming call or non-voice task that can be routed to an
agent by the Central Controller. Each call type has a schedule that determines which routing
script or scripts are active for that call type at any time.
agent by the Central Controller. Each call type has a schedule that determines which routing
script or scripts are active for that call type at any time.
There are two classes of call types: voice (phone calls) and non-voice (for example, e-mail and
text chat). Voice call types are categorized initially by the dialed number (DN) and, optionally,
by the caller-entered digits (CED) and the calling line ID (CLID). Non-voice call types are
categorized initially by the Script Type Selector and, optionally, Application String 1 and
Application String 2.
text chat). Voice call types are categorized initially by the dialed number (DN) and, optionally,
by the caller-entered digits (CED) and the calling line ID (CLID). Non-voice call types are
categorized initially by the Script Type Selector and, optionally, Application String 1 and
Application String 2.
You might change the call type within a routing script for several reasons. Consider these
examples:
examples:
•
In a Self-Service VRU application script, you might change the call type at specific points
in the script to indicate that a transaction has been completed. For example, if the customer
is calling a bank and successfully checks his or her account balance using a Self-Service
script, you might want to change the call type to indicate that the account balance transaction
has completed and a new transaction has begun. In this case, you would create a call type
for each transaction on which you want to report.
in the script to indicate that a transaction has been completed. For example, if the customer
is calling a bank and successfully checks his or her account balance using a Self-Service
script, you might want to change the call type to indicate that the account balance transaction
has completed and a new transaction has begun. In this case, you would create a call type
for each transaction on which you want to report.
•
You might change the call type when a call enters a queue at the end of an Information
Gathering VRU application in order to separate Information Gathering and queuing metrics.
Gathering VRU application in order to separate Information Gathering and queuing metrics.
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)
12
Chapter 1: Planning the IPCC Enterprise System to Meet Reporting Needs
Reporting Concepts