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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Cisco Unified Contact Center Enterprise:
How Scripting Affects Reporting
BRKCCT-2002
© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
The Cast
Allen Greenwalt “The Script Writer”
Consulting System Engineer
Cisco Customer Collaboration
agreenwa@cisco.com
Carmen Logue “The Reporter”
Product Manager
Cisco Contact Center Reporting
calogue@cisco.com
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Agenda
Introduction to How Cisco Measures
‒ Call Types and Skill Groups
‒ Abandonment measurements
‒ Service Levels
Sample Call Flows and Resulting reports
‒ Call Distribution
‒ IVR Self-service
Introducing Precision Routing
Recommendations for Reporting and Scripting team Collaboration
Available CUIC Reports: Stock and Developer and Import Demo
Reference Material: Screen shots of Intelligence Center Reports
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Data Collection in a Cisco Environment
PG
Queue Stats
Collect data from any PG enabled device and translates it into common language / common database
Separated by peripheral (ACD/IVR or Site), but in a single repository for enterprise reporting
All activity: Inbound, outbound, off-hook, internal/external
All media types: e-mail, chat, voice, social media
Queue Stats are from CVP or IP-IVR, Handled statistics are from ACD or Communications Manager (CUCM)
CUCM Agent & Skill Stats
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Real Time, Historical Summaries & Call Detail All activity for monitored peripherals is tracked and summarized at
different intervals and in different categories and across all contact types
Call Type Skill Group Call Type Skill Group (NEW in 8.0) Agent Application Route Services (ICM only) Campaigns Peripherals Trunks / IVR Ports Queue nodes Routing Clients Ext Application Access
Agent Activity LoggedOnTime Available Talking ACW Not Ready Reserved, etc.
Call & Task Activity Calls presented Answered / Handled Abandoned IVR Time Queue Time HandleTime Talk, Hold, ACW ASA Outbound attempts
Real-Time Now To5 ToInterval
Today
Historical 15 or 30 minute intervals
Detail Records Route Call segment Agent state transitions Outbound attempts IVR interactions
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
The Scripting and Reporting Relationship
Scripting defines the path the call will take and therefore what data will be
generated
Scripting may also re-label calls and therefore reset some timers
It is critical for the scripting and reporting teams to work together to ensure
the data is produced according to your business rules
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ICM/UCCE Scripting & Call Flows
Basics of Scripting
Using CallTypes Effectively
Measuring Abandonment
RONA and Requery
Note: The core routing software is used in both TDM and Cisco Environments. Therefore the terms ICM and UCCE are used interchangeably in this presentation
© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Scripting Basics
Scripts are designed like flow charts…
‒ Nodes are executable elements within a script
‒ Connection Lines define the logical call path or task flow
Scripts are triggered by Call Types
Call Type represents a category of tasks that fit some
specific criteria
Initial Call Type assignment based on
‒ Dialed number
‒ CED
‒ ANI/CLID
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Using Call Types Effectively
Call Type change is critical for reporting…
Initial call type is associated when the Route Request is received. It‟s determined by components of the DialedNumber, ANI or CED
Start Call Type: CallsOffered + 1
The Call Type node changes the call type for the call while allowing processing to continue in the same script
Start Call Type: OverflowOut +1 Call Type 2: CallsOffered + 1
The “Requalify Call” node can also be used to change the Call Type but will end the script and use that new call type to select another script for this call
Data affected is the same as the CallType node
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
CallType defined for each DN (CED and ANI can optionally be used)
Trigger script execution and control call treatment
Assigned on call arrival, 1st point of data collection
Equivalent to VDN or Application in ACD terms
Best practice is to change CallTypes before queuing
Resets service level to allow removal of time that does not need to be measured
Excludes menus/announcements from SL
Change to effect treatment or for reporting only has the same impact
Using Call Types Effectively
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Aband Delay
MainCT
Overflow Out
Calls Abandoned
Calls Offered
Call Type
Main CT (Old Call Type): OverflowOut + 1
Using Call Types Effectively
MainCT
Eng_CustSvc
CallsOffered + 1
1
Based on script selection, change Call Type
1
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Aband Delay
Eng_CustSvc
MainCT
Overflow Out
Calls Abandoned
Calls Offered
Call Type
Eng_CustSvc (New Call Type): CallsOffered + 1 SL Timers are reset (if present)
Using Call Types Effectively
Aband 45 s
Eng_CustSvc
1
Calls Aband + 1 AbandDelay + 45
1
1 1 45
To count the number of calls that are completed at this IVR menu, change the call type before going to this node.
MainCT
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Change CallType Prior to Queuing
If there is IVR treatment before call is queued, best practice is to change
the Call Type just before Queue node
Changing the Call Type will reset the Service Level Timer and not include
the IVR time
‒ If you don‟t change Call Types prior to the „Queue to Skill Group‟ Node, the IVR
treatment time will be included in the calculation of service level, having a
negative impact on your Service Level
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Other Ways to Use Call Type for Reporting
Identify a decision point (“Select 2 for Spanish”)
Identify a path that needs to be tracked differently (post-call survey)
Identify an Error Path
When calls “overflow” to different Skill Group
Transfer vs. Original Call vs. RONA or Requery
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
CTDelayAbandTime = This time begins when the call reaches the Router or when the call changes CallTypes and ends when the call disconnects. This time is reset if the CallType changes.
CallDelayAbandTime = This time begins when the call reaches the Router and ends when the call disconnects.
DelayQAbandTime = For calls that abandon in queue, time spent in queue. Time begins when the call is queued for a skill group and ends when the call disconnects.
DelayAgentAbandTime = Total queue time for calls that abandon at the agent's desktop before being answered. Time begins when the call is queued for a skill group and ends when the call disconnects.
Measuring Abandonment
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Abandon in Self-Service Script
CallType CallsOffered RouterCallsAbandQ RouterCallsAbandToAgent TotalCallsAband ReturnRelease
ss_CheckBal 1 1
CallDelayAbandTime
Route Request
Received, Run
Script Sent
Run Self Service
Script (Check Acct
Balance)
Caller Abandons
Before Control Is
Returned
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Abandon while Queuing
DelayQAbandTime
DelayQAbandTime
CallDelayAbandTime
Route Request
Received, Run
Script Sent
Call Queued at a
VRU via a Q Node
Caller Hangs up
While Waiting in
Queue
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Abandon during Transfer to Agent
DelayAgentAbandTime
‒ Call is routed to selected agent, but caller abandons before the agent answers
DelayAgentAbandTime
CallDelayAbandTime
Agent Selected, Call Routed
Route Request
Received, Run
Script Sent
Call Queued at a
VRU via a Q Node
Caller Hangs up
While Ringing or
en route to Agent
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Bucket Intervals to Assess Caller Tolerance
Example Report
Bucket Intervals Table Call_Type_Interval Table (also Skill_Group_Interval Table)
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Example: Changing Call Type
Route Request
Received, Run
Script Sent
Lookup Customer
Status Based on
ANI
Evaluate Result, Change CallType Accordingly Before
Queuing to Tier 1, 2 or 3
Call Type Skill Offered Handled Answered
IVR Intro 2 2 0
Gold Tier Gold
Service
1 1 1
Silver Tier Silver
Service
1 1 1
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Effect of Changing Call Types
CTDelayAbandTime
‒ Provides the amount of time the call spent in the last CallType (Gold Service) as
opposed to the CallDelayAbandTime which is the time the call spent in ALL
calltypes prior to abandoning
CTDelayAbandTime
CallDelayAbandTime
Caller Hangs up While
Waiting in Queue
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Cisco IVR Offerings
CVP (Customer Voice Portal)
Queuing engine
Advanced Self service applications
Works with ICM/CCE, or standalone
IP-IVR
Queuing engine
Prompting
Works with ICM/CCE
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
RONA (Reroute On No Answer)
Used in IP-IVR deployments
RONA occurs when the ring timer in the Agent Desk Settings expires
Agent is set to “Not Ready” and a post-route request is made using the Dialed Number configured in the Agent Desk Settings
A different Script is run in CCE and alternate treatment begins (another agent, another queue, Voicemail, etc.), so this looks like a new call
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Call Type Offered Answered Handled RONA
SpanishCT 1 0 0 1
Closed Call – TCD Disposition 19
New Call Arrives
Router Maps the DN 8001110001 Which Maps to CallType:
SpanishCT
SpanishCT Has a Script Scheduled
Scheduled Script Queues to SkillGroup
Agent Doesn‟t
Pickup. Call
Redirects.
Post Route: Router Maps the DN 2435 to RedirectCT Which Queues the Call to Skill
Group, Either New or Same as the Old, but at a Higher Priority.
800-111-0001
Call Router UCM PG
RONA with UCCE and IPIVR
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Call Type Offered Answered Handled RONA
SpanishCT 1 0 0 1
RedirectCT 1 1 1 0
Closed Call – TCD Disposition 19
New Call Arrives
Router Maps the DN 8001110001 Which Maps to CallType:
SpanishCT
SpanishCT Has a Script Scheduled
Scheduled Script Queues to SkillGroup
Agent Doesn‟t
Pickup. Call
Redirects.
Post Route: Router Maps the DN 2435 to RedirectCT Which Queues the Call to Skill
Group, Either New or Same as the Old, but at a Higher Priority.
Closed Call – TCD Disposition 13
800-111-0001
Call Router UCM PG
RONA with UCCE and IPIVR
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Requery
Used with CVP
Requery occurs when the Target Requery is enabled in the ‘Queue’ node
Configured by setting timers in CVP, Agent desktop, and CUCM
The CallType does not change and the call remains in the same script
CVP keeps control of the call – this allows us to use less scripting using this method
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Requery with CVP Queue Settings with Requery Enabled
Recommend ALWAYS enabling requery with CVP Requery Status is NOT a counter; it is a status code Note that requery does not reset service level, CallType is preserved
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Using CVP Applications
CVP can run two kinds of VRU scripts:
‒ CVP Micro-applications
‒ CVP VoiceXML Server applications built using CVP Studio
“Run External Script” node
‒ Transfers the call to the VRU if not already there
‒ Instructs the VRU to run a VoiceXML Application
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
MicroApps for CVP
MicroApps implemented as parameterized “VRU Scripts”
‒ Small Set of Simple Applications built into CVP
Called from ICM/CCE scripts:
‒ Play Media (PM)
‒ Play Data (PD)
‒ Menu (M)
‒ Get Digits (GD)
‒ Get Speech (GS)
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Variable Name Values
User.microapp.ToExtVXML[0] "Company=Cisco; Job=Technical Writer"
User.microapp.ToExtVXML[1] "Location=Boxborough; Street=Main"
User.microapp.ToExtVXML[2] "FirstName=Gerrard; LastName=Thock"
User.microapp.ToExtVXML[3] "Commute=1/2 Hour; Car=Isuzu"
User.microapp.ToExtVXML[4] "BadgeID=2121212"
Sending data to the VXML app can be used to build
personalized content for the caller
Format of ToExtVXML[ ] Content below:
Passing Data to External VXML
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
CVP Unified Call Studio
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Passing Data Back to ICM/UCCE: varMenuItem Variable Is Appended for Each Step
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Passing Data Back to ICM/UCCE: Set the Value of ICM/UCCE Variable to varMenuItem
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Storing VXML Data in UCCE/ICM
Once the Data Is Returned to the ICM Script, It Needs to Be Stored in a Peripheral Variable (1 – 10) so that It Can Referenced Throughout the Script and Stored in the Database for Reporting
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Working with Concatenated Values
Values Can Be Concatenated in a Single Variable to Conserve Space. ICM/UCCE Can Use All or Part of the String Returned.
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
ICM Call Variables
10 standard variables in the TCD (varchar(40))
Used to capture routing and business specific data on a per call basis
Set with ICM/CCE scripting, CTI, or 3rd party CRM integration
Additional space provided in Expanded Call Context (ECC) Variables
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
ICM Expanded Call Context (ECC) Variables
Total buffer size used to store the variables internally is 2000 bytes
‒ Some space is consumed by Cisco applications like CVP, Outbound Option and
Email or Web Interaction managers. The remainder is available for custom data.
Persistent vs. Non-persistent variables
‒ Non-Persistent Variables: Variables are Non-Persistent by default and will not
be written to the database. Use non-persistent variables for sensitive data like
Social Security numbers.
‒ Persistent Variables: The values contained in persistent variables WILL be
written to the database Use persistent variables for agent screen pops or data
needed for reporting later
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Defining ICM ECC Variables
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
ECC Variable Storage in the Database
Once defined, ECC variables will be stored in two tables:
‒ Route_Call_Variable and Termination_Call_Variable
‒ Join with TCD based on TCDRecoveryKey
‒ Join with RCD based on RCDRecoveryKey
All defined ECC variables are generated each time a route request is
complete or a call segment terminates
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
ICM/CCE TCD and TCV Table Relationship
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
VRUProgress Variable Intended to show result of IVR interaction (Handled, OptOut, ForcedOut, etc.)
Can be used to expose counts of other items (menu item selected)
Set in the ICM script before run external script step Data available on stock summary report templates
Calls Presented to the VRU Are, by Default, VRU “Unhandled”
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VRUProgress Variable (cont’d)
1 = VRUUnhandled ("this is a VRU call, unhandled so far") 2 = VRUHandled 3 = VRUAssisted (= handled + transferred) 4 = VRUOptOutUnhandled (= unhandled + transferred) 5 = VRUScriptedTransfer (= natural transfer to agent) 6 = VRUForcedTransfer (= transfer b/c caller having trouble)
Based on VRU Progress Variable
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Section Summary
Cisco measures very granular data – providing powerful views of events
CallTypes and SkillGroups offer flexible means of tracking and analyzing
caller experience and agent behavior and performance
Data from Self Service applications and automatic call distribution to
agents can be combined for life of call reporting
Flexible use of variables permits support of wide range of business
reporting requirements
It is critical for the scripting teams and reporting teams to work closely
together – to assure that the needs of the business are met
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Customer Voice Portal (CVP) Reporting Options
Communication between CVP and Contact Center Enterprise enables
consolidated reporting for time at IVR, Caller Entered Digits, etc.
CVP Reporting Server
‒ Provides Informix database to store information configured in OAMP via inclusive
/ exclusive filters
Send data directly from CVP Studio scripts to external database
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Reporting Configuration for CVP
SIP and IVR call state change events generate reporting data
‒ CVP call data is linked by single CallGUID
VXML data feed logger event generates VXML call and application detail
‒ Enable Reporting and
Application Detail in OAMP
‒ Call identification
CallGUID and CallLegId
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
CVP 8.0 and higher Reporting Server
The CVP Reporting server maintains a separate Informix database with
IVR details for every call, VXML session and elements accessed within
the sessions
Reporting server 8.0+ maintains information on:
‒ Call Detail: VXML session, elements accessed
‒ Summary records – 15 minute, Daily, Weekly
‒ Trunk Group Utilization
‒ Courtesy Callback data
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
CUIC Reports for CVP 8.0 on Cisco.com
Available Templates
‒ Call Activity Summary
‒ IVR Application Summary
‒ Call-by-Call / Call Detail
‒ Trunk (real-time and historical)
‒ Courtesy Call-Back reports (real-time and historical)
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Traditional Skills-Based Routing
Agent Assignment to Skill Groups
SAMANTHA JOHN SAMANTHA JOHN
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
JENNIFER SAMANTHA JOHN
Precision Routing: Assigning Expertise and
Aptitude to Agents
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From Our Earlier UCCE Script Example:
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Adding Precision Queue: Transition from Skills
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Script Simplification with Precision Queues
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Inside the Precision Queue Node Tool
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Script Simplification with Precision Queues… But what‟s in it for me?
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New Precision Queue Reports
Name Type Description
Precision Queue Real Time Real Time Comparable to Skill Group Real Time
Precision Queue 10-Step Real Time Real Time Agents/Calls per Step
Agent Precision Queue Membership Real Time Current Configuration
Agent Queue Real Time Real Time Comparable to Agent Skill group Real
Time
Precision Queue Historical Historical Comparable to Skill Group Interval
Precision Queue Efficiency Historical Performance by Step
Precision Queue Chart Historical Drill Down from Precision Queue
Efficiency
Agent Precision Queue Historical Historical Comparable to Agent Skill Group
Historical
Precision Queue Abandon-Answer
Distribution Historical
Historical Comparable to Skill Group Abandon
Answer Distribution
© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
New Precision Queue Reports
© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Updates to Existing Reports
Reports modified to combine PQ/Skill Group in one column and to show PQ Attributes
© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
What’s More Important?
Speed to Answer or Best Match?
Terms / Step Criteria Wait Time
© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Benefits to the Reporting Team
Routing (Queues) not tied to Peripheral Objects like PGs and Peripheral
Skill Groups
Apply Proficiencies without Skill Group Bloat
Determine whether calls are being handled by most or least proficient
Abstract “skills” like language from other skills
Measure the Efficiency of Scripting and Call Delivery
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Recommendation #1: Do Discovery
Business Goals and Success Metrics
‒ How does your company want to be known to your customers?
‒ What is included in your annual report?
Operational processes and Key Performance Indicators
‒ How are Supervisors and Agents Incented?
‒ What Metrics are used internally Daily, Weekly, Quarterly?
Reporting Solution Architecture
‒ How does the contact center fit into the overall corporate architecture? (Data Warehouse, Data
Mart)
‒ What devices are used for real-time and historical reporting?
Mock Report Development
‒ Paper samples of your “ideal” dashboards
Data Mapping
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Recommendation #2: Get Agreement on …
Customer / Call Measurement
‒ Service Level
‒ Abandonment and Short Calls
‒ Purpose of Call Variables
‒ Purpose of Call Types
Agent Management
‒ Not Ready and Logoff Reason Codes
‒ Call Handling Common Statistics and Objectives
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Recommendation #3: Work Together!
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Overview of Template Approach
Priority is to develop Intelligence Center as a platform for report design
and delivery
All Fields templates provide a menu of what is available
Mechanism to deliver templates is via cisco.com and developer.cisco.com
‒ Cisco.com implies localization, online template help and TAC support
‒ Developer.cisco.com is a staging area for beta test and feedback loop with
customers, partners and developers
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Importing Reports from cisco.com
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Available from cisco.com Download Area
Agent Historical and Real-time All Fields
Agent Team Historical and Real-time All Fields
Call Type Historical and Real-time All Fields
Skill Group Historical and Real-time All Fields
Call Type Skill Group Historical
IVR Port Utilization
Available to report on Contact Center Enterprise 7.5 and 8.x
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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-2002 Cisco Public
Reports Available from Developer.cisco.com
Reports available on developer.cisco.com available for download
‒ Contact Center Enterprise
Summary reports
Outbound
CMS Transition Templates
Call Detail
‒ Customer Voice Portal (CVP)
‒ EIM/WIM
‒ SocialMiner
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Intelligence Center Administration Sample: Audit Trail
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CCE 7.5 and 8.x Historical Package Sample: Call Type Skill Group Historical Interval
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CCE 7.5 and 8.x Real-time Package Sample: Agent State Real Time
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Don’t Forget to Check for Alternate Views
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Summary Reporting Package Sample: Call Type Skill Group Historical Daily
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Outbound Reporting Package Sample: Break Down of Attempts per Campaign
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CMS Transition Package (Historical) Sample: Agent Login/Logout
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CMS Transition Package – Real-Time Sample: Split/Skill Graphical Status
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Call Detail Sample: Call Detail Summary View
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CVP Report Package Sample: Call Traffic Weekly
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Email Interaction / Web Interaction Package Sample: Chat Volume by Queue
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SocialMiner Reports Sample: Agent Weekly Summary
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Visit the Cisco Collaboration Booth (#1289) at Cisco Live: Learn more about the community. Sign up for the user group. Pick up your polo shirt and badge ribbon (user group members only).
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Final Thoughts
Get hands-on experience with the Walk-in Labs located in World of
Solutions, booth 1042
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Visit www.ciscoLive365.com after the event for updated PDFs, on-
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