Cisco Cisco Unified Contact Center Enterprise 9.0(2) Installation Guide

Note: To determine which specific Call Type reports are applicable at the ICM Enterprise
parent, refer to the WebView On-line Help associated with each individual ICM Template
available in WebView under the Call Type Report category.

The specific WebView ICM reporting templates that you choose to use in each of the report
categories depends on several factors, including your role in the contact center and the type of
data that you want to see. Please refer to the following documentation to get detailed information
about WebView report categories available to you at the ICM Enterprise parent, report templates
available to you in each report category, and a detailed discussion of individual performance
matrices displayed on the reports: WebView Template Reference Guide or the WebView On-line
Help.

Recommendations for Configuring the Enterprise Skill Group and Enterprise Service

As discussed in the previous section, in addition to peripheral-specific Skill Groups and Services,
ICM software also allows you to configure and report on a group of Skill Groups or Services
from multiple peripherals distributed throughout the contact center.

ICM software aggregates data associated with each peripheral Skill Group or Service that is
mapped to an Enterprise Skill Group or Service and provides a consolidated enterprise-wide
view of performance data across the Enterprise Skill Group or Service. For example, to obtain
the number of agents available in an Enterprise Skill Group, ICM software adds the number of
agents available in each member peripheral skill group. ICM software also conducts advanced
calculations for average values or calculated values to appropriately aggregate data from
individual Peripheral Skill Groups or Services. For example, to calculate Average Handle Time
for a particular Enterprise Skill Group, ICM software totals the handle time for each of the
Peripheral Skill Groups mapped to the Enterprise Skill Group and then divides this number by
the total tasks handled by each member Peripheral Skill Group.

Enterprise Skill Group reports can be used to measure the consolidated performance of similar
skill groups across multiple ACDs to which ICM software is routing calls. For example, if a
regional manger wants to determine how long agents across multiple contact centers who have
Spanish Customer Support skills are taking to handle incoming calls (if the relevant Spanish
Customer Support skill groups are mapped to a Spanish Customer Support Enterprise Skill
Group), then they can run an Enterprise Skill Group WebView report to see the Average Handle
Time associated with the Spanish Customer Support Enterprise Skill Group.

Similarly, Enterprise Service reports can be used to measure the customer experience across
multiple ACDs to which ICM software is routing calls. For example, if a regional sales manager
wants to get an understanding of queuing experiences of customers when they call for
sales-related activities during a promotion (if the relevant Sales services at each peripheral are
mapped to a Sales Enterprise Service), then they can run real-time Enterprise Service WebView
reports that show consolidated queuing statistics (such as Average Speed to Answer, Longest
Task in Queue, or Average Delay in Queue).

An enterprise service is a collection of peripheral services, typically from several contact centers.
While each individual service is tied to a specific peripheral, an enterprise service can span
several peripherals.

Note: If you group skill groups from the same peripheral into an enterprise skill group, you will
see double-counting of some metrics in your reports. This is also true for Enterprise Services.

Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)