Cisco Cisco Administrative Workstation User Guide

of calls agents are handling, the number of calls in queue, the time
in seconds for delays in queue.

services, such as Sales or Technical
Support

For a collection of related services, reports in this category give
an enterprise-wide view of tasks offered, handled, abandoned, and
the effect of abandoned tasks on service levels.

Enterprise
Service

You want to evaluate the
performance of related services in
several contact centers across the
enterprise.

Service Reports

In a Unified ICM environment, calls are routed to services or skill groups. A service is a particular
type of processing that the caller requires. For example, in a software company’s contact center,
callers having questions about installing software would be directed to the Technical Support
service. Services map to applications on the ACD.

There are two categories of service reports:

•

Peripheral Services (Services)

This is a service that is tied to a specific peripheral (ACD). A single peripheral might have
several services defined, such as Sales, Technical Support, and Customer Accounts.

•

Enterprise Services

This is a collection of services from several peripherals across an enterprise.

Service reports are useful to measure customer experience data:

•

When call treatment is done on the ACD

•

For calls not routed by the ICM

See also

•

•

Call Type Reports

Call Type reports are used to measure the routing performance of Unified ICM and to measure
customer-experience data for calls routed by Unified ICM.

The use of Call Type reports is based on the business need for your Enterprise and is determined
by how you plan to use the functionality provided by Unified ICM software.

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