Cisco Cisco IPCC Web Option User Guide
Call type intervals provide additional insight into how long callers are waiting before their
calls are answered or before they abandon.
calls are answered or before they abandon.
For example, if your Service Level is two minutes, you might want to set up intervals for 30
seconds, one minute, 80 seconds, 120 seconds, 180 seconds, 210 seconds, and 240 seconds.
Using these intervals, you can see whether calls are being answered in the thirty seconds
after the Service Level Threshold of 180 seconds or if most are waiting a full minute longer
to be answered.
seconds, one minute, 80 seconds, 120 seconds, 180 seconds, 210 seconds, and 240 seconds.
Using these intervals, you can see whether calls are being answered in the thirty seconds
after the Service Level Threshold of 180 seconds or if most are waiting a full minute longer
to be answered.
The intervals also give you insight into how long callers are willing to wait before abandoning.
Perhaps many callers do not abandon until two minutes past the Service Level. This might
indicate that your Service Level goal can be modified.
Perhaps many callers do not abandon until two minutes past the Service Level. This might
indicate that your Service Level goal can be modified.
You can configure the intervals individually for each call types, or set a global interval for
all call types.
all call types.
•
Call Types cannot span ACDs andCisco Unified Contact Center Enterprise PGs. This means
that if your system uses both Cisco Unified Contact Center Enterprise components and legacy
ACDs, you must create separate call types for the ACDs and the Cisco Unified Contact Center
Enterprise components.
that if your system uses both Cisco Unified Contact Center Enterprise components and legacy
ACDs, you must create separate call types for the ACDs and the Cisco Unified Contact Center
Enterprise components.
Planning for Agent Reporting
Follow these guidelines to ensure that you are able to obtain accurate and useful data for agents:
•
Decide whether you want to view agent data in reports.
If you do want to view agent data, you must ensure that the agent reporting option is enabled
for the Cisco CallManager peripheral (it is enabled by default, and for System IPCC
deployments cannot be disabled). If you are using any deployment other than System IPCC,
you also must identify the Admin Workstation distributor in the Agent Distribution list for
the CallManager peripheral so that agent data is sent to the correct Admin Workstation.
for the Cisco CallManager peripheral (it is enabled by default, and for System IPCC
deployments cannot be disabled). If you are using any deployment other than System IPCC,
you also must identify the Admin Workstation distributor in the Agent Distribution list for
the CallManager peripheral so that agent data is sent to the correct Admin Workstation.
•
Decide whether you want to report on agent state in the agent state trace report. If you do
want to see this information, enable the agent state trace option in the configuration tool for
each agent whose state information you want to view.
want to see this information, enable the agent state trace option in the configuration tool for
each agent whose state information you want to view.
Enabling agent state trace for many agents might impact system performance as the option
causes more records to be written to the database. If you notice a performance problem, you
might want to disable agent state trace, or only enable agent state trace for those agents on
whom you are reporting. Also consider this when sizing the databases.
causes more records to be written to the database. If you notice a performance problem, you
might want to disable agent state trace, or only enable agent state trace for those agents on
whom you are reporting. Also consider this when sizing the databases.
•
If you want to report on agent Not Ready reason codes, determine what reason codes you
want to use.
want to use.
You configure the Not Ready Reason codes both in the ICM/IPCC configuration tool and
on the agent desktop software (CTI OS or Cisco Agent Desktop). The codes configured on
the configuration tool are the enterprise-level codes that appear in WebView reports while
the codes configured on the desktop software are the codes that the agent selects when entering
on the agent desktop software (CTI OS or Cisco Agent Desktop). The codes configured on
the configuration tool are the enterprise-level codes that appear in WebView reports while
the codes configured on the desktop software are the codes that the agent selects when entering
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)
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Chapter 1: Planning the IPCC Enterprise System to Meet Reporting Needs
Planning for Agent Reporting