Cisco Cisco Administrative Workstation Guia Do Utilizador

use this variable to determine how many calls the application did not handle, how many were
handled, how many were transferred to an agent at the caller's request, how many were not
able to navigate and were redirected to an agent, and how many encountered error conditions
and were redirected to an agent.

For each transaction in the VRU Self-Service or Information Gathering application for which
you plan to change the VRUProgress variable, create a separate Call Type. In the script,
change the VRUProgress variable when the call reaches the end of a transaction and then
change the Call Type. This enables you to report on each transaction separately using the
Call Type VRU Activity reports.

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Plan to enable Service Control and Queue Reporting at the VRU peripheral if you want to
report on VRU applications, services, queuing, and trunk groups.

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Determine the Service Level for the VRU peripheral.

Also, determine how abandoned calls should impact the Service Level. Do you want them
to be ignored in the Service Level calculation, to negatively affect Service Level, or to
positively affect Service Level? For example, for VRU Self-Service applications, all calls
that terminate are considered abandoned, even if the caller received the information he or
she required. You might want to ignore these calls or have them positively affect Service
Level. You might want calls that abandon while queuing or while ringing to negatively impact
Service Level.

You can configure global Service Level for all VRU services or configure Service Level for
individual services.