Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
the VRU, the Cisco CallManager and VRU appear as separate peripherals to the software. In
this case, each time a task switches between the Cisco CallManager and the VRU peripherals,
the task appears as a new task to the system. From a reporting perspective, this has an impact
on how and when data is collected.
this case, each time a task switches between the Cisco CallManager and the VRU peripherals,
the task appears as a new task to the system. From a reporting perspective, this has an impact
on how and when data is collected.
In this deployment, for example:
•
A task (call) that comes into the Cisco CallManager then gets transferred to the VRU and
then back to an agent looks like three separate tasks (calls). A Termination_Call_Detail is
written for each task (call).
then back to an agent looks like three separate tasks (calls). A Termination_Call_Detail is
written for each task (call).
•
A task (call) that is queued to a skill group and later answered by an agent is not considered
as offered to a skill group until the task (call) is answered.
as offered to a skill group until the task (call) is answered.
In an Cisco IPCC Enterprise deployment with IPCC System PG (including the System IPCC
Enterprise deployment), the IPCC System PG consolidates the Call Manager and VRU peripherals
into a single peripheral. In this case, each time a task switches between the Cisco CallManager
and the VRU peripheral, the task appears as a single task to the IPCC Enterprise system.
Enterprise deployment), the IPCC System PG consolidates the Call Manager and VRU peripherals
into a single peripheral. In this case, each time a task switches between the Cisco CallManager
and the VRU peripheral, the task appears as a single task to the IPCC Enterprise system.
Hence in this deployment data is collected differently; for example:
•
A task (call) that comes into the Call Manager then gets transferred to the VRU and then
back to an agent looks like a single task (call) to the ICM/IPCC software and a single
Termination_Call_Detail is written.
back to an agent looks like a single task (call) to the ICM/IPCC software and a single
Termination_Call_Detail is written.
•
A task (call) is considered as offered to a skill group when the task (call) is queued to a skill
group.
group.
About Skill Groups
A skill group is a collection of agents at a single contact center who share a common set of
competencies and can handle the same types of requests. Each skill group belongs to a
competencies and can handle the same types of requests. Each skill group belongs to a
. You can report on agents individually or report on all of the agents
in one or more skill groups to monitor agent performance. You can also report on skill groups
as a whole to see how the skill group is performing compared to other skill groups. You might
use this level of reporting, for example, to see if calls are being distributed evenly by your
routing scripts and configuration.
as a whole to see how the skill group is performing compared to other skill groups. You might
use this level of reporting, for example, to see if calls are being distributed evenly by your
routing scripts and configuration.
About Enterprise Skill Groups
An enterprise skill group is a collection of skill groups. While each individual skill group is tied
to a specific peripheral, an enterprise skill group can span peripherals. For example, you may
have a skill group called Boston_Sales on one peripheral and a skill group called NewYork_Sales
on another peripheral. You could create a Sales enterprise skill group to organize these two skill
groups for reporting purposes. The software can simply total some statistics to obtain
enterprise-wide values. For example, to obtain the number of agents available in an enterprise
skill group, the software adds the number of agents available in each member peripheral skill
group.
to a specific peripheral, an enterprise skill group can span peripherals. For example, you may
have a skill group called Boston_Sales on one peripheral and a skill group called NewYork_Sales
on another peripheral. You could create a Sales enterprise skill group to organize these two skill
groups for reporting purposes. The software can simply total some statistics to obtain
enterprise-wide values. For example, to obtain the number of agents available in an enterprise
skill group, the software adds the number of agents available in each member peripheral skill
group.
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
8
Chapter 1: Planning the IPCC Enterprise System to Meet Reporting Needs
Reporting Concepts