Cisco Cisco Administrative Workstation User Guide

Reporting in a MultiChannel Environment

A decade ago, most customer contact took place by voice over the PSTN. Now, the ability to
support online channels such as e-mail, web collaboration, and web chat are a major part of
customer interaction.

WebView reporting provides data on task and agent activity for multichannel options, including
Collaboration Server and E-Mail Manager if they are deployed in your Unified ICM system. To
interpret report data correctly, you need to understand how Media Routing Domains and Media
Classes are used, how agent availability and routability is determined, and the differences in
report data for voice tasks and non-voice tasks.

This chapter contains the following topics:

•

•

•

•

•

•

•

MultiChannel Options

When Collaboration Server and E-Mail Manager are included in the Unified ICM system, agents
can be configured to handle e-mail messages and online chat sessions in addition to voice calls.

Collaboration Server provides the ability for agents to share information with customers over
the Web, such as web pages, forms, and applications, while at the same time conducting a voice
conversation or a text chat.

Cisco E-Mail Manager manages high volume of customer inquiries submitted to company
e-mail boxes or to a web site. E-Mail Manager selects agents and teams to receive incoming

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