Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario

First, determine whether you want to view real-time customer experience or past experience trends. For
real-time activity, such as current number of abandoned calls, current Service Levels and current average
speed of answer, use the real-time templates. Real-time templates are designated by the words "Real
Time" in their titles. For past customer experience trends, such as the average delay time in queue,
historical average speed of answer and historical Service Level information, use the historical templates.
Historical templates are designated by the words "Half Hour", "Summary" or "Daily" in their titles.

Once you have determined whether you want to view real-time or historical templates, you should decide
how you want to measure the customers' experience: from end-to-end, with a particular skill group, or
with a particular agent.

While skill group and agent reports provide some of the same metrics as call type reports, including ASA,
abandons, redirects, calls handled, and Service Level, the call type reports show a more complete picture
of the customer experience and are the best suited for measuring customer experience. Skill group reports
provide insight into operational performance and agent reports provide insight into individual agent
performance.

The following table describes the WebView options for measuring customer experience.

This category is useful to Contact Center
Administrators with global responsibility

Call Type

You want to measure a customer's
experience from the initial request to the
call completion.

for all customer contacts. Reporting on
customer experience using this category
provides insight in the end-to-end customer
experience for different types of call
treatment. This category provides the most
complete view of customer experience.

This category is useful to Contact Center
Administrators or Supervisors who are

Skill Group

You want to measure a customer's
experience when routed to a particular skill
group.

responsible for a certain groups of agents
or skill groups. Reporting on customer
experience using this category provides
insight only into the operational
performance of selected skill groups.

This category is useful for Contact Center
Supervisors who manage agents. Reporting

Agent

You want to measure a customer's
experience with a particular agent.

on customer experience using this category
provides insight only into the performance
of the selected agents and might identify
training needs or agent expertise, but does
not provide a global view of how customers
are experiencing their interactions with the
contact center.

The reports you use depend on whether you are monitoring real-time customer experience or historical
experience trends.