Cisco Cisco Administrative Workstation 用户指南

Indicates that the call was transferred to an agent as part of the application
design. For example, after the caller checked an account balance the

VRU Scripted Transfer

5

application transferred the caller to agent to discuss new account options.
Another example is that after a caller entered digits to request a particular
type of service the call was transferred to an available agent to handle the
request.

Indicates that the caller was transferred to an agent because of a system error.
For example, a failure at a particular node in the application could lead to the
call being transferred to the agent.

VRU Forced Transfer

6

Indicates that the call disposition does not match any of the other
VRUProgress variables.

VRU Other

7

You can use the VRUProgress variable to indicate the final VRU status at the end of the
application or to indicate changes in VRU status through the different transactions in the
application.

The VRUProgress variable is associated with a specific Call Type. If you want to report only
the final status of the call, then you can use a single Call Type in the application and set the
VRUProgress variable at any point in the application. Note that while you can change the
VRUProgress variable throughout the application, only the final status is reported for the Call
Type. The value of the VRUProgress variable is written to the database when the routing script
terminates. You can report on the VRU status of the application as a whole using the Call Type
VRU Activity WebView reports by monitoring statistics for the Call Type associated with the
script.

If you want to report on individual transactions within the application, change the VRUProgress
variable and then the Call Type at the end of each transaction. You should have a different Call
Type for each transaction with a related VRUProgress variable. This ensures that the value of
the VRUProgress variable is captured for that particular transaction, not just at the end of the
routing script. The value is written to the database for the Call Type associated with that
transaction when the Call Types changes. You can report on individual transactions using the
Call Type VRU Progress WebView reports by monitoring statistics for the Call Types associated
with those transactions.

Capturing Script Application Data (CVP only)

If you have deployed CVP as the VRU in your Enterprise system, you can use two advanced
features to gather additional details about calls' progress through Self-Service and Information
Gathering applications: Capture microapplication and metadata ECC variable. The details
provided by these microapplication can be used only in custom reports; standard WebView
reports do not provide this information.

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)