Cisco Cisco Administrative Workstation User Guide

Planning for Service and Enterprise Service Reporting

Service refers to a particular type of processing required by the caller.

Services in the Unified ICM System are configured to map to an application on the peripheral
that provides the service. For example, a Service on Unified ICM might map to an Application
on Aspect or to a VDN on Avaya.

Every call routed to a peripheral by the Unified ICM software must have an associated peripheral
Service.

A single peripheral might have several services defined such as Sales, Technical Support, and
Customer Accounts.

You can determine the 

 for a service as well as how 

 impact the service level.

The application on the peripheral provides the call treatment, and Service reports are used to
measure the customer experience across peripheral services.

To report on individual Services at a local peripheral, such as Sales or Technical Support
Services, use the 

Each Service has one or more skill groups whose members can provide the service. These skill
groups are “Service Members”. A skill group can be associated with (that is, can be a member
of) more than one service.

Service and Service Members assist Unified ICM software in tracking how scripts on an ACD
are routing calls.

It is important to configure Service Members in Configuration Manager to accurately reflect
their scripting in the ACD.

An Enterprise Service is a collection of services on different peripherals.

While an individual service is associated with a specific peripheral, an Enterprise Service can
span several services from different peripherals in the contact center.

Creating and reporting on Enterprise Services gives contact center managers a consolidated
measure of customer experience across similar services configured in different ACD peripherals
distributed throughout the contact center.

Note: Avoid queuing to multiple services on the same or on several peripherals. Instead, configure
and queue to Enterprise Services.

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