Cisco Cisco Administrative Workstation User Guide

Reporting on Customer Experience

Measuring customer experience involves monitoring how efficiently and effectively calls are
treated in the system. This might include the number of calls received, the number of calls
handled and abandoned, queue time, average speed of answer, and whether Service Level
objectives are being met.

This section explains which reporting metrics are useful for measuring customer experience
and which report templates contain these metrics.

This chapter also has cross references to sections in 

 that explain how to

configure and script your system so that your reports contain appropriate and accurate data.

This chapter contains the following topics:

•

•

•

•

What Customer Experience Data do you Want to See?

This section lists metrics that measure customer experience.

While skill group and agent reports provide some of these metrics (including ASA, Avg. Handle
Time, abandons, redirects, and calls handled), the Call Type and Service reports show a more
complete picture of the customer experience. They also help you review statistics organized by
application.

As for all WebView reports, reports that monitor customer experience are categorized as either

Key Statistics Provided by Service and Call Type reports include:

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)