Cisco Cisco IP Contact Center Release 4.6.2 用户指南
Historical agent data helps you identify historical performance trends and whether script or
configuration modification is required to enhance operational effectiveness.
configuration modification is required to enhance operational effectiveness.
If you are measuring performance trends, you might be interested in these types of statistics:
•
Historical full-time equivalent information for agents, which is the number of full-time agents
required to handled the current volume of work. This information might help to identify
staffing needs.
required to handled the current volume of work. This information might help to identify
staffing needs.
•
Number of short calls, which identifies whether short calls are configured and behaving
appropriately. For example, if you notice that a large number of calls are abandoning within
the short call timer, you might have the timer set too low.
appropriately. For example, if you notice that a large number of calls are abandoning within
the short call timer, you might have the timer set too low.
•
Historical default skill group activity, which indicates that a call came in directly to an agent's
extension, an outgoing call was placed by an agent, agents are calling each other directly, or
calls are being transferred directly to other agents without using the dialed number. Default
skill group activity might indicate improper scripting to track these calls against the right
skill group.
extension, an outgoing call was placed by an agent, agents are calling each other directly, or
calls are being transferred directly to other agents without using the dialed number. Default
skill group activity might indicate improper scripting to track these calls against the right
skill group.
•
Historical performance of Outbound Option campaigns, including trends in number of calls
made and average talk time.
made and average talk time.
•
Historical performance of Outbound Option dialer activity, including number of calls dialed,
answered, and abandoned, and whether voice, answering machine, or SITTones were detected
for the calls.
answered, and abandoned, and whether voice, answering machine, or SITTones were detected
for the calls.
•
Historical performance of Outbound Option import activity, including the number of good
and bad record imports.
and bad record imports.
•
Number of calls that are being successfully handled by VRU Self-Service applications and
the number that are transferred to agents.
the number that are transferred to agents.
•
Whether the VRU activity is below or over capacity.
•
Queue trends, such as number of calls that abandon while in queue and the average abandon
wait time.
wait time.
The following table describes suggested IPCC Enterprise report templates that provide historical
operational statistics. For details of all IPCC Enterprise report templates, refer to the Cisco IP
Contact Center Enterprise Edition WebView Template Reference Guide.
operational statistics. For details of all IPCC Enterprise report templates, refer to the Cisco IP
Contact Center Enterprise Edition WebView Template Reference Guide.
Table 35: Report Templates for Historical Reporting
Statistics Provided
Template
Reports on full-time equivalents for agents logged on and in Not Ready,
Available, Active, Wrap Up, Reserved, Hold, and Busy Other states for
Available, Active, Wrap Up, Reserved, Hold, and Busy Other states for
perskg08: FTE for Peripheral Skill Group
Half Hour
Half Hour
half-hour intervals. Summaries on this report provide FTE values based on
an 8 hour shift calculation. (Assume that agents work an 8-hour shift.)
an 8 hour shift calculation. (Assume that agents work an 8-hour shift.)
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)
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Chapter 5: Monitoring Operations, Configuration, and Scripting
Useful Operational, Configuration, and Scripting Statistics and Report Templates