Cisco Cisco Administrative Workstation Guía Del Usuario

•

Use 

reports for enterprise view of

queued and abandon in queue statistics for the application and skill group respectively.

•

Use 

 reports for enterprise view of reporting statistics when

routed to a particular skill group.

Skill Group and Agent reporting are the same as for 

This table shows other report categories and the statistics they provide.

Number of calls routed

Call Type

Before the call is routed to
the ACD, queued in the
enterprise

Application

Number of calls received

Number of calls that
encountered an error

Queue Statistics and
Abandon in Queue

Abandons

Call Type

After the call is routed to the
ACD

Service Level

Note: RONA calls are
reported on services and are
not available for Call Types.

Calls Handled

Call Type

After the call is answered by
agent

Avg Handled Time

ASA

Note: Skill Groups report on Enterprise queue statistics.

.

Deployments with Agent Level Routing

In this deployment, the Unified ICM system is configured with ARS PGs (Agent Routing Service
Peripheral Gateways) to provide the Agent Routing Integration (ARI) to an ACD/PBX.

When the Unified ICM software is connected with this type of PG to an ACD/PBX, the call
treatment and queuing (Enterprise queuing) is provided by the Unified ICM software.

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