Cisco Cisco IP Contact Center Release 4.6.1 Guía De Instalación
To measure performance of:
•
Individual Peripheral Services, such as Sales or Technical Support Services, at a local
peripheral, use Services > By Peripheral report categories.
peripheral, use Services > By Peripheral report categories.
•
Similar to Enterprise Skill Groups discussed earlier, in ICM software, you can define and
report on Enterprise Services. An Enterprise Service is a collection of services from several
ICM peripherals. While each individual service is associated with a specific peripheral, an
Enterprise Service can span several services from different peripherals in the contact center.
This allows contact center managers to get a consolidated measure of customer experience
across similar services configured on different ACD peripherals distributed throughout the
contact center. To run Enterprise Service reports, use Services > By Enterprise report category.
report on Enterprise Services. An Enterprise Service is a collection of services from several
ICM peripherals. While each individual service is associated with a specific peripheral, an
Enterprise Service can span several services from different peripherals in the contact center.
This allows contact center managers to get a consolidated measure of customer experience
across similar services configured on different ACD peripherals distributed throughout the
contact center. To run Enterprise Service reports, use Services > By Enterprise report category.
Call Type Reports
A call type is a category of incoming routable tasks. When ICM software receives a route request
for a call, it first determines the Call Type of the call based on dialed number (DN), caller entered
digits (CED), or the calling line ID (CLID). ICM software finds the script currently scheduled
for that call type and routes it to the desired destination. A route represents the destination for
a call and the type of service to be provided to the caller. Every call routed to a peripheral must
have an associated peripheral service. As indicated in the "Services Reports" section above, at
the ICM Enterprise parent, regional and contact center managers use Service reports to measure
customer experience for individual Peripheral Services and Enterprise Services.
for a call, it first determines the Call Type of the call based on dialed number (DN), caller entered
digits (CED), or the calling line ID (CLID). ICM software finds the script currently scheduled
for that call type and routes it to the desired destination. A route represents the destination for
a call and the type of service to be provided to the caller. Every call routed to a peripheral must
have an associated peripheral service. As indicated in the "Services Reports" section above, at
the ICM Enterprise parent, regional and contact center managers use Service reports to measure
customer experience for individual Peripheral Services and Enterprise Services.
Call Type reports on the ICM Enterprise parent help to determine the following:
•
Number of calls received by the call type to be routed to different peripherals (example:
Multiple IPCC Enterprise children, or different ACDs)
Multiple IPCC Enterprise children, or different ACDs)
•
Number of calls routed to different peripherals (example: Multiple IPCC Enterprise children,
or different ACDs)
or different ACDs)
•
Number of calls that encountered routing errors.
However, there are a limited number of scenarios where Call Type reports might be used to
measure customer experience at the ICM Enterprise parent:
measure customer experience at the ICM Enterprise parent:
•
If you are using translation routing at the ICM Enterprise parent, then certain Call Type
reports might be useful in measuring customer experience associated with those translation
routed calls.
reports might be useful in measuring customer experience associated with those translation
routed calls.
•
If you are using a network VRU at the ICM Enterprise parent for network queuing or network
prompting, then the Call Type reports are useful to provide information on the calls handled
by the VRU applications and also provide the queuing statistics. In an IPCC Gateway
deployment if you are queuing the calls at the network, then use Call Type reports on the
ICM Enterprise parent to report on the queuing statistics. The number of calls queued and
the network queue time will not be available at the IPCC Enterprise child. For more details,
refer to the section
prompting, then the Call Type reports are useful to provide information on the calls handled
by the VRU applications and also provide the queuing statistics. In an IPCC Gateway
deployment if you are queuing the calls at the network, then use Call Type reports on the
ICM Enterprise parent to report on the queuing statistics. The number of calls queued and
the network queue time will not be available at the IPCC Enterprise child. For more details,
refer to the section
Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)
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Understanding Reporting in an IPCC Gateway Deployment
Understanding ICM Reporting