Cisco Cisco ICM Web Tools Installation Guide
To measure performance of:
•
Individual agents, use Agent > By Agent report categories.
•
Agents who reside on a particular peripheral, use Agent > By Peripheral report category.
•
Agents who work within a particular Skill Group, use Agent > By Skill Group Category.
•
Agents assigned to a particular team, use Agent > By Team category.
Skill Group Reports
Skill group reports provide performance metrics on a collection of agents who share a common
set of skills, such as all agents who are skilled to handle English speaking callers.
set of skills, such as all agents who are skilled to handle English speaking callers.
The skill group reports help to monitor the operational performance such as:
•
Number of agents in different states such as Active (talking), Not Ready, Not Active, and so
forth, in a skill group.
forth, in a skill group.
•
Queuing statistics associated with a skill group.
•
Staffing requirements.
To measure performance of:
•
Individual Skill Groups that are associated with a peripheral, use Skill Group > By Peripheral
report category.
report category.
•
In ICM software, you can define and report on Enterprise Skill Groups. An Enterprise Skill
Group is a collection of skill groups from several ICM peripherals. While each individual
skill group is associated with a specific peripheral, an enterprise skill group can span several
skill groups from different peripherals in the contact center. This allows contact center
managers to get a consolidated performance measure of similar skill groups configured on
different ACD peripherals distributed throughout the contact center. To run Enterprise Skill
Group reports, use Skill Group > By Enterprise report category.
Group is a collection of skill groups from several ICM peripherals. While each individual
skill group is associated with a specific peripheral, an enterprise skill group can span several
skill groups from different peripherals in the contact center. This allows contact center
managers to get a consolidated performance measure of similar skill groups configured on
different ACD peripherals distributed throughout the contact center. To run Enterprise Skill
Group reports, use Skill Group > By Enterprise report category.
Services Reports
Services reports are used to measure the customer experience across peripheral services. A
peripheral service is a service that is tied to a specific peripheral (IPCC Enterprise, IPCC Express,
TDM ACD, and IVR) in the contact center enterprise. A single peripheral might have several
services defined such as Sales, Technical Support, and Customer Accounts.
peripheral service is a service that is tied to a specific peripheral (IPCC Enterprise, IPCC Express,
TDM ACD, and IVR) in the contact center enterprise. A single peripheral might have several
services defined such as Sales, Technical Support, and Customer Accounts.
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)
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Understanding Reporting in an IPCC Gateway Deployment
Understanding ICM Reporting