Cisco Cisco Administrative Workstation User Guide
Key operational statistics in WebView reports include:
•
Current full-time equivalent (FTE) information for agents, which is the number of full-time
agents required to handle the current volume of work. This information might help to identify
staffing needs.
agents required to handle the current volume of work. This information might help to identify
staffing needs.
•
Percent utilization of agents. This information can also identify staffing needs.
•
Number of short calls, which identifies whether short calls are configured and behaving
appropriately. For example, if you notice that a large number of calls are abandoning within
the short call timer, you might have the timer set too low or the short call threshold set too
high.
appropriately. For example, if you notice that a large number of calls are abandoning within
the short call timer, you might have the timer set too low or the short call threshold set too
high.
•
Current Outbound Option campaign activity, including the status of campaigns, the dialer,
and record import.
and record import.
•
Historical full-time equivalent information for agents, which is the number of full-time agents
required to handled the current volume of work. This information might help to identify
staffing patterns over time.
required to handled the current volume of work. This information might help to identify
staffing patterns over time.
•
Historical performance of Outbound Option campaigns, including trends in number of calls
made and average talk time.
made and average talk time.
•
Historical performance of Outbound Option dialer activity, including number of calls dialed,
answered, and abandoned, and whether voice, answering machine, or SIT Tones were detected
for the calls.
answered, and abandoned, and whether voice, answering machine, or SIT Tones were detected
for the calls.
•
Historical performance of Outbound Option import activity, including the number of good
and bad record imports.
and bad record imports.
•
Number of calls that are being successfully handled by VRU Self-Service applications and
the number that are transferred to agents.
the number that are transferred to agents.
•
Whether the VRU activity is below or over capacity.
•
Queue trends, such as number of calls that abandon while in queue and the average abandon
wait time.
wait time.
Report Categories for Measuring Operations
The table below describes WebView options for monitoring staffing requirements, ACD-picked
skill group usage, Outbound Option campaigns, queue information, VRU capacity, or Self-Service
application effectiveness, status and performance of network trunks.
skill group usage, Outbound Option campaigns, queue information, VRU capacity, or Self-Service
application effectiveness, status and performance of network trunks.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 7: Reporting on Operations
What Operational Data do you Want to See?