Cisco Cisco Administrative Workstation User Guide
The Capture microapplication enables you to cause a Termination_Call_Detail (TCD) record
to be written at any point in the script. This record includes information such as the current call
variables, Router call keys, date and time, caller entered digits, and metadata ECC variables.
to be written at any point in the script. This record includes information such as the current call
variables, Router call keys, date and time, caller entered digits, and metadata ECC variables.
The metadata ECC variable captures high level details about a call's progress through a script,
including whether the caller is using voice or digit dialing, percent confidence for Automatic
Speech Recognition, number of attempts a user made before entering a prompt successfully,
number of timeouts, number of invalid entries, microapplication duration, and the routing script
used. This information is written to TCD records. If you plan to use the metadata ECC variable,
you must configure the ECC variables in the configuration tools.
including whether the caller is using voice or digit dialing, percent confidence for Automatic
Speech Recognition, number of attempts a user made before entering a prompt successfully,
number of timeouts, number of invalid entries, microapplication duration, and the routing script
used. This information is written to TCD records. If you plan to use the metadata ECC variable,
you must configure the ECC variables in the configuration tools.
Using the VRUProgress variable, the Capture microapplication, and the metadata ECC variable
microapplication together in a script provides you with the ability to monitor details about the
transactions performed by the caller and the VRU application's interface to caller. For example,
you could use the Capture microapplication to create a TCD each time the VRUProgress variable
changes in the script. The TCD is written for that particular point in the application, which
includes the information gathered by the metadata ECC variable. A custom report could show
how many callers experienced timeouts at different points in the application, how many attempts
callers made before successfully completing a transaction, and how long it took a caller to
complete each transaction. This data could indicate problems with the VRU application. You
could also run a custom report on an individual call to see how a particular caller used the
application and whether s/he encountered difficulties.
microapplication together in a script provides you with the ability to monitor details about the
transactions performed by the caller and the VRU application's interface to caller. For example,
you could use the Capture microapplication to create a TCD each time the VRUProgress variable
changes in the script. The TCD is written for that particular point in the application, which
includes the information gathered by the metadata ECC variable. A custom report could show
how many callers experienced timeouts at different points in the application, how many attempts
callers made before successfully completing a transaction, and how long it took a caller to
complete each transaction. This data could indicate problems with the VRU application. You
could also run a custom report on an individual call to see how a particular caller used the
application and whether s/he encountered difficulties.
Reports that show VRU Metrics
These are some of the reports that show metrics for VRU applications:
•
caltyp35: VRU Call Type Analysis Half Hour and caltyp36: VRU Call Type Analysis Daily
•
periph06: VRU Peripheral Capacity Report
•
persvc20: Peripheral Service for IVR Queue Half Hour
•
persvc22: Peripheral Service IVR Self-Service Half Hour
Other Operational Reports
Several report categories are useful for analyzing the efficiency of infrastructure operations and
for monitoring resource demands.
for monitoring resource demands.
Reporting on Application Gateways and Application Paths
An Application Gateway is an optional ICM feature that allows ICM to query host systems that
are running other contact center applications and to base routing decisions on the results obtained
from the query. You can pass data to the application and receive data is return, which you can
then examine and use for routing decisions.
are running other contact center applications and to base routing decisions on the results obtained
from the query. You can pass data to the application and receive data is return, which you can
then examine and use for routing decisions.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 7: Reporting on Operations
Other Operational Reports