Руководство Пользователя для Cisco Cisco IP Contact Center Release 4.6.1
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
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IPCC Call Type Report Templates
ICM software allows you to report statistics for the call types defined in the system. A call type
is a category of incoming ICM routable tasks. Each call type has a schedule that determines
which routing script or scripts are active for that call type at any time. In an IPCC
environment, this category provides the most complete view of the customer's experience.
is a category of incoming ICM routable tasks. Each call type has a schedule that determines
which routing script or scripts are active for that call type at any time. In an IPCC
environment, this category provides the most complete view of the customer's experience.
There are two classes of call types: voice (phone calls) and non voice (for example, e-mail
and text chat). Voice call types are categorized by the dialed number (DN), the caller-entered
digits (CED), and the calling line ID (CLID). Non voice call types are categorized by the Script
Type Selector, Application String 1, and Application String 2.
and text chat). Voice call types are categorized by the dialed number (DN), the caller-entered
digits (CED), and the calling line ID (CLID). Non voice call types are categorized by the Script
Type Selector, Application String 1, and Application String 2.
In an IPCC system, use the call type reports to ensure that your system is performing
optimally. Do tasks go through as planned or could there be error conditions? For example, in
your reports, you might want to display data such as the number of tasks of a certain call type
that used default routing during a specified interval.
optimally. Do tasks go through as planned or could there be error conditions? For example, in
your reports, you might want to display data such as the number of tasks of a certain call type
that used default routing during a specified interval.
Also use the call type reports to measure a customer's experience from the initial request to
the call completion and to get insight into the beginning-to-end customer experience for
different types of calls.
the call completion and to get insight into the beginning-to-end customer experience for
different types of calls.
This section includes:
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Summary List of IPCC Call Type Reports
The following table lists all the WebView ICM Call Type report templates that can be used in an
IPCC environment. Click the template name for a detailed description.
IPCC environment. Click the template name for a detailed description.