Cisco Cisco Unified Intelligent Contact Management Software User Guide
Table of Contents
Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation .............................................................................................................................2
Conventions................................................................................................................................................3
Obtaining Documentation...........................................................................................................................4
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation .............................................................................................................................2
Conventions................................................................................................................................................3
Obtaining Documentation...........................................................................................................................4
Cisco.com..............................................................................................................................................4
Product Documentation DVD.................................................................................................................5
Ordering Documentation........................................................................................................................5
Product Documentation DVD.................................................................................................................5
Ordering Documentation........................................................................................................................5
Documentation Feedback...........................................................................................................................5
Field Alerts and Field Notices.....................................................................................................................5
Cisco Product Security Overview...............................................................................................................6
Field Alerts and Field Notices.....................................................................................................................5
Cisco Product Security Overview...............................................................................................................6
Cisco Technical Support & Documentation Website..............................................................................7
Submitting a Service Request...............................................................................................................8
Definitions of Service Request Severity.................................................................................................8
Submitting a Service Request...............................................................................................................8
Definitions of Service Request Severity.................................................................................................8
About Call Types..................................................................................................................................12
About Peripherals................................................................................................................................13
About Skill Groups...............................................................................................................................14
About Enterprise Skill Groups.............................................................................................................14
About Agent Teams..............................................................................................................................14
About Media Classes and Media Routing Domains............................................................................14
About Redirection on No Answer.........................................................................................................15
About VRU Applications.......................................................................................................................15
About Peripherals................................................................................................................................13
About Skill Groups...............................................................................................................................14
About Enterprise Skill Groups.............................................................................................................14
About Agent Teams..............................................................................................................................14
About Media Classes and Media Routing Domains............................................................................14
About Redirection on No Answer.........................................................................................................15
About VRU Applications.......................................................................................................................15
Planning for Naming Conventions............................................................................................................16
Planning for Reporting on Call Types.......................................................................................................16
Planning for Agent Reporting...................................................................................................................18
Planning for Skill Group Reporting...........................................................................................................19
Planning for Enterprise Skill Group Reporting..........................................................................................21
Planning for Agent Teams and Supervisors..............................................................................................22
Planning for Transfer and Conference Reporting......................................................................................22
Planning for Supervisor Assist and Emergency Assist Reporting............................................................22
Planning for Redirection on No Answer Reporting with IP-IVR................................................................23
Planning for Redirection on No Answer Reporting with Customer Voice Portal.......................................23
Planning for VRU Application Reporting...................................................................................................24
Planning for Reporting on Unexpected Scripting Conditions....................................................................26
Planning for Reporting on Short Calls......................................................................................................26
Planning the Historical Data Server for Reporting....................................................................................27
Planning which Report Templates to Use.................................................................................................29
Planning for Custom Reporting................................................................................................................29
Planning for Reporting on Call Types.......................................................................................................16
Planning for Agent Reporting...................................................................................................................18
Planning for Skill Group Reporting...........................................................................................................19
Planning for Enterprise Skill Group Reporting..........................................................................................21
Planning for Agent Teams and Supervisors..............................................................................................22
Planning for Transfer and Conference Reporting......................................................................................22
Planning for Supervisor Assist and Emergency Assist Reporting............................................................22
Planning for Redirection on No Answer Reporting with IP-IVR................................................................23
Planning for Redirection on No Answer Reporting with Customer Voice Portal.......................................23
Planning for VRU Application Reporting...................................................................................................24
Planning for Reporting on Unexpected Scripting Conditions....................................................................26
Planning for Reporting on Short Calls......................................................................................................26
Planning the Historical Data Server for Reporting....................................................................................27
Planning which Report Templates to Use.................................................................................................29
Planning for Custom Reporting................................................................................................................29
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)
i