Cisco Cisco IPCC Web Option Guia Do Utilizador

Supervisor and Emergency Assist for Existing Call ............................................................................78
Supervisor and Emergency Assist for No Call.....................................................................................79
Barge-In...............................................................................................................................................79
Intercept...............................................................................................................................................79

How Do You Want to Report on Customer Experience?......................................................................84
What Data Do You Want to See?.........................................................................................................85

General Call Type Report Data Balancing...........................................................................................87
How Calls that Encounter Error Conditions Affect Call Type Reporting...............................................87
How Calls that Abandon Affect Call Type Reporting............................................................................88
How Abandoned Short Calls Affect Call Type Reporting.....................................................................89
How Calls that Have a Bad Label Affect Call Type Reporting..............................................................89
How Calls that Experience Redirection on No Answer with IP IVR Affect Call Type Reporting...........89
How Calls that Experience Redirection on No Answer with CVP Affect Call Type Reporting..............90
How Calls that Terminate Label Node and Route to Non-Monitored Devices Affect Reporting...........91

Configuration and Scripting Considerations for Redirection on No Answer with IP IVR Reporting.....91
Configuration and Scripting Considerations for Redirection on No Answer with CVP Reporting........92
Configuration and Scripting Considerations for Reporting on Calls that Route to Non-Monitored
Devices................................................................................................................................................92
Configuration and Scripting Recommendations for Reporting on Abandoned Short Calls for the Call
Type.....................................................................................................................................................92

ASA for the Call Type...........................................................................................................................93
ASA for the Skill Group........................................................................................................................93
ASA for the Agent................................................................................................................................94

How Service Levels are Calculated.....................................................................................................94
Service Levels per Reporting Entity.....................................................................................................97
Service Level at the Call Type..............................................................................................................97
Service Level at the Skill Group...........................................................................................................99
Service Level at the Peripheral VRU Service - Not Applicable for System IPCC Deployments.........100
Using Call Type Interval Reporting to Monitor Service Level.............................................................101

How Do You Want to Report on Operations, Configuration, and Scripting?.......................................106
What Data Do You Want to See?.......................................................................................................107

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)