Cisco Cisco IP Contact Center Release 4.6.2 Guida Utente

Determining Full-Time Equivalents and Percent Utilization....................................................................110
Understanding VRU Application Reporting............................................................................................111

Self-Service, Information Gathering, and Queuing VRU Applications...............................................112
Measuring VRU Utilization - Not Applicable for System IPCC or ARI Enterprise Deployments........114

Monitoring Self-Service and Information Gathering Application Progress.........................................115
Capturing Script Application Data (CVP only)...................................................................................117

Configuration and Scripting Recommendations for Self-Service Applications, Information Gathering
Applications, and Queue Applications Reporting...................................................................................118
Translation Route Reporting...................................................................................................................119

About Peripheral Gateway/CTI Manager Service Fail-over....................................................................121
About Agent Desktop/CTI OS Server Fail-over......................................................................................122
About Cisco CallManager Fail-over........................................................................................................123
About Application Instance/MR PG Fail-over.........................................................................................123
About Application Instance/Agent PG CTI Server/ PIM Fail-over...........................................................124

Voice Call without Queuing................................................................................................................126
Voice Call with Queuing ....................................................................................................................128
Voice Call with Agent Consultative Transfer.......................................................................................132
Voice Call with Redirection on No Answer with IP-IVR......................................................................136
Voice Calls that Redirect on No Answer with CVP............................................................................141

Agent data does not appear in reports..............................................................................................147
Agent Not Ready reason code text does not appear in reports.........................................................148
Agent state does not appear in Agent State Trace reports................................................................148
Agent Desktop Statistics for LoggedOnTimeSession do not appear to report accurately.................149
Agent-initiated Outbound calls appear as Inbound/Internal...............................................................149

Call Type ErrorCount incremented if Caller disconnects when call is translation routed ..................150
Call Type reports and Overflow Out Column......................................................................................150
Calls Offered for call type does not seem correct over a half-hour interval.......................................151
Total number of calls queued to each skill group is greater than the number of calls offered for the day
...........................................................................................................................................................151
Calls counted as errors in call type reports.......................................................................................152
Calls counted as incomplete in call type reports...............................................................................153
Calls offered to the call type is greater than total calls offered to skill group.....................................154
Number of calls that abandon while ringing for the skill group does not equal the number of calls that
abandon for the call type...................................................................................................................154
Abandon delay time when caller abandons in queue is different than average abandon delay time when
call abandons while ringing for the call type......................................................................................155

Queue information does not appear in reports (Not applicable to System IPCC or ARI)..................155
Missing call in queue information in the WebView Service real-time and historical templates (Not
applicable to System IPCC or ARI)....................................................................................................156

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)