Cisco Systems ICM Software Version 4.5 1.2. The Call Center Enterprise

The Call Center Enterprise 23

1. Overview

Although this management data is essential to call routing, it is also

important for monitoring and reporting on agent and agent group

performance. The ICR stores the management data in industry-standard

historical and real-time relational databases.

The Intelligent CallRouter provides many ways for you to analyze

trends and gauge service levels using real-time and historical

management data. The main ICR reporting tool, called Monitor ICR,

allows you to generate many types of reports on agent and call activity.

Monitor ICR is described in more detail later in this chapter.

1.1.8. Network ICR

GEOTEL•Network ICR is the carrier-class version of the Intelligent

CallRouter. It allows a network servic e provider to offer virtual call

center services to its customers. The Network ICR functions much like a

Service Control Point (SCP) by distributing incoming calls to individual

network service customers based on the number dialed, the call’s point

of origin, and caller-entered digits.

The Network ICR product uses a two-tiered architecture in which one

ICR passes route requests to a second ICR. The first ICR, called the

Network ICR or NICR, typically receives routing requests from a carrier

network. The NICR can either return a label itself or pass the route

request to a second ICR, called the Customer ICR or CICR.

Each CICR can processes all calls for one or more customers. The CICR

receives the route request, runs its own routing scripts to determine the

destination for the call, and returns a routing label to the NICR. The

NICR then returns the label to the original carrier network. This

architecture lets a service provider perform simple routing (within the

NICR) for some customers while providing full ICR functionality (in a

CICR) for other customers.

See also:

For more information about Network ICR, see the Network ICR Product

Description.

1.2. The Call Center Enterprise

An Intelligent CallRouter treats a customer’s multiple distributed call

centers as a single enterprise. You can think of the call center enterprise

as an entire company or agency that spans many call centers. The

enterprise typically includes all call centers served by an ICR.

You can create different organizational entities within a call center

enterprise. For example, you might organize distributed groups of agents

into a shared resource pool that spans call centers. You might also create

entities that are tied to specific peripherals. The term peripheral refers to

the individual switch (ACD, PBX, or VRU) that distributes incoming

calls at each call center.

Contents

Main Page iii Contents Routing Router Preface........................................................................................ xiii 1. Overview................................................................................. 17 3. Creating a Report................................................................... 49 Contents v 4. Reporting Basics................................................................... 69 vi Contents 5. Setting Thresholds and Drill-Downs.................................. 107 6. Scheduling Reports............................................................. 117 7. Available Data ......................................................................125 Contents vii 8. Template Reference ............................................................ 153 viii Contents Contents ix x Contents Figures Router Contents xi Tables Page Preface Purpose Audience Organization Typographic Conventions A newly introduced term; for example: A generic syntax item that you must replace with a specific value; A title of a publication; for example: Other Publications Page 1. Overview Router 1.1. What is the Intelligent Call ? 1.1.1. Where Does the ICR Fit In? Router Page 1.1.3. Pre- Routing 1.1.4. Post- Routing 1.1.5. Enterprise CTI Page 1.1.8. Network ICR 1.2. The Call Center Enterprise 1.2.1. Services and Skill Groups Page Page 1.2.2. Agents and Agent Teams 1.2.3. Trunk and Network Trunk Groups 1.2.4. Service Arrays 1.2.5. Routes 1.2.6. Other Parts of the Enterprise Page 1.3. Peripheral-Specific Terminology Peripheral-Specific Terminology 33 Table 1: Aspect, Lucent, and NortelICR Terminology Mapping 34 Overview Table 2: Rockwell and SiemensICR Terminology Mapping Table 3: Alcatel, NEC, and EricssonICR Terminology Mapping Page 36 Overview 2. The Admin Workstation 2.1. The GEOTEL Admin Workstation Group 2.2. Distributor and Client Admin Workstations 2.2.1. Real-Time and Historical Data 2.2.2. Historical Database Server (HDS) 2.2.3. Monitor-Only AW 2.2.4. Admin Workstation Users System Manager. Uses the Admin Workstation to update the ICR 2.3. Monitor ICR Reporting 2.3.1. Enterprise and Peripheral Reporting 2.3.2. Agent Reporting Agent status Agent activity Agent performance 2.4. Monitor ICR Reporting Scenario 2.4.1. Viewing Multiple Reports One report provides real-time data such as calls offered, calls The other report displays the same data for the PremiumSales 2.4.2. Analyzing the Data 2.4.3. Correcting the Situation First, you find out if there is an excess of qualified agents in other As a second option, you may decide to work with the appropriate 2.4.4. Monitor ICR Reporting Terms Template. You use templates to create reports. A template is a file 2.5. Web View Page 3. Creating a Report 3.1. The Report Example Page 3.2. Starting Monitor ICR 3.2.1. Controller Time 3.3. Setting Up the Template Launcher To select more than one item, hold down the CTRL key as you click To select a range of items, click the first item in the range, press To select and deselect all items in the list, click the Select All Page 3.4. Launching the Report Page 3.4.1. What the Report Shows 3.4.2. The Status Bar 3.5. Retrieving the Latest Historical Data 3.6. Printing the Report 3.7. Saving the Report Page 3.8. Opening the Report 3.9. Setting Thresholds Page When the Average Delay in Queue is greater than or equal to 15 When the Average Delay in Queue is greater than or equal to 25 When the Longest Call (Waiting in Queue) is greater than or equal The Average Speed of Answer yellow and red thresholds will also 3.10. Adding Drill-Downs Page Page 3.11. Saving Your Workspace Page 4. Reporting Basics 4.1. The GEOTEL Admin Workstation Group Job Scheduler. Lets you schedule reports to be generated and Monitor ICR. Lets you view graphs and reports to monitor the Print Server. Works with the Job Scheduler to allow you to 4.2. Starting Monitor ICR 4.2.1. Toolbar Options 4.2.2. On-Line Help In the Monitor ICR window, click the Help button. Select Help from the Help menu. Press F1. 4.2.3. Controller Time 4.2.4. Command Prompt Startup Options 4.3. Working with the Template Launcher Page 4.3.1. Category and Scope Agent: An agent is anyone who can answer incoming phone calls. A Application Gateway. You can report on several types of data Call Type. You can report on statistics for the call types defined in Peripheral. You can use the Peripheral category to report on Routing Client. You can report on statistics for the different routing Schedule. You can generate reports that include staffing schedule Service. You can report on many types of data for services, such as Skill Group. A skill group is a collection of agents who share a Trunk Group. A trunk group is a collection of trunks that are Page 4.3.2. Date and Time Page Today. Provides data for the current day and the time period Yesterday. Provides data for the previous day and the time period This Week. Provides data for the current week beginning on Sunday Last Week. Provides data for the last full week (Sunday through This Month. Provides data from the first of the month up to the 4.3.3. Items To select (or deselect) all items in the list, click the Select All 4.3.4. Templates Template name. The name of the template. Each template uses a Description. A description of the purpose of the template, including 4.3.5. Launching Templates 4.4. Working with Reports The specific data elements (that is, the specific services, skill Relative or absolute dates and times for historical data. 4.4.2. Single- and Multiple-Component Reports Page 4.4.3. Shuffle Mode Page Page 1, 2, 3.... Lets you quickly change to a different report window. 4.4.5. Status Bar 4.4.6. Retrieving Historical Data 4.4.7. Pausing the Screen Refresh 4.5. Reconnecting to the Central Database 4.6. Printer Setup Click on OK to save the printer settings and close the Printer Click the Setup button to specify landscape printing for reports. 4.7. Printing Reports 4.7.1. Printing Multiple-Component Reports 4.8. Opening Saved Reports 4.9. File Association 4.10. Saving Your Workspace 4.11. Modifying Report Definitions 4.12. Deleting Report Definitions 4.13. Exporting Report Data 4.14. Setting Workstation Preferences ICR Directory. Shows the drive and directory where the ICR ICR Instance AW Directory. Displays the ICR, customer, and Refresh Rate. Lets you set the rate in seconds at which the Background Color. Lets you set the background color of Real-Time Feed Failures Before Exit. Lets you set the number Page 4.14.1. Event Feed Warning 4.15. User Information Page 5. Setting Thresholds and Drill-Downs 5.1. Setting Thresholds in Reports Attribute. This list displays each data attribute in the report Relation. This option toggles to the >= or <= relations by Threshold (yellow). This field is for the first level threshold Threshold (red). This field is for the second level threshold 5.1.1. Setting Thresholds in Multiple-Component Reports 5.1.2. Saving Threshold Settings 5.2. Using Drill-Downs in Reports 5.2.1. Drill-Down Hierarchy 5.2.2. Adding Drill-Downs Title Bar 1. The first title bar identifies the report component to Title Bar 2. The second title bar identifies the types of drill-down Template name. The names of the templates available for drill- Description. Any comments that were entered when the template 5.2.3. Saving Drill-Down Assignments 5.2.4. Invoking Drill-Downs In a graph or chart report component, double-click on a data In a grid style report component, double-click on the name of the 5.2.5. Saving Drill-Downs as Separate Reports Page 6. Scheduling Reports 6.1. ICR Job Scheduler 6.1.1. Job Scheduler Printing Requirements 6.1.2. Scheduling Reports to Print Page Page Log. The Log check box is disabled for the PrintRpt command. All 6.1.3. Changing Scheduled Jobs 6.1.4. Deleting Scheduled Jobs 6.1.5. Inspecting the Job Scheduler Log 6.1.6. Closing the ICR Job Scheduler 7. Available Data 7.1. Skill Group Data Agents reserved. The number of agents currently in the reserved Agents in busy other. The number of agents who are in the Busy 7.1.2. Percent Utilization 7.1.3. Call Handling Calls handled. The number of offered calls handled by the skill 7.2. Agent Data Page Page Page Assistance calls percent. The percentage of time that the agent Conference calls in. The number of incoming calls on which the Conference calls average. The average time in seconds that the Conference calls percent. The percentage of time that the agent 7.3. Agent States and Time Allocations Agent_Skill_Group_Real_Time. Stores real-time data on the Agent_Skill_Group_Half_Hour. Stores historical data on the time Skill_Group_Real_Time. Tracks the number of agents for a skill Skill_Group_Five_Minute. Tracks the number of agents for the Skill_Group_Half_Hour. Stores historical data on the time agents Page Page Page Agent States and Time Allocations 137 7.3.2. ICR Agent State Mapping To Peripherals 138 Available Data Agent States and Time Allocations 139 140 Available Data 7.4. Service Data 7.4.1. Call Counts Calls in progress. The total number of calls in progress at the Calls routed. The total number of calls routed to the service by the Calls incoming. The total number of calls coming in to the service Calls offered. The total number of calls offered to the service during Calls answered. The number of calls to the service that were Calls handled. The number of calls answered and finished for the Outgoing calls. The total number of outgoing calls made by agents Calls held. The number of calls to the service currently queued for Abandoned calls ignored. The number of calls answered within the Abandoned calls negatively impact service level. The number of Abandoned calls positively impact service level. The number of Page 7.5. Enterprise Data 7.5.1. Enterprise Calculations 7.6. Trunk Group Data Trunks in service. The number of trunks in the trunk group that are All trunks busy. The total time in seconds that the trunk group was Trunks idle. The number of trunks in the trunk group that are non- Calls Abandoned. The number of calls to the trunk group that were 7.7. Network Trunk Gr oup Data 7.8. Service Array Data 7.9. Route Data 7.10. Peripheral Data 7.11. Application Gateway Data Requests. The number of requests sent to the host system during the Rejects. The number of query requests that were rejected by the host Maximum delay. The longest response time, in milliseconds, for Average delay. The average response time, in milliseconds, for all 7.12. Call Type Data Calls routed. The number of calls of this call type that have been Default routing. The number of calls of this type for which the ICR Network default routing. The number of calls of this type for Return busy. The number of calls of this type that the ICR routed to 7.14. Schedule Import Data 8. Template Reference 8.1. Real-Time and Historical Templates agteam01_agent_status_by_position agteam02_agent_status_by_skillgroup agteam03_logout_status_by_team agteam04_daily_agent_activity Page agteam05_agent_daily_perf Page Page agtper01_agent_status_by_position agtper02_agent_status_by_skillgroup agtper03_logout_status_by_peripheral agtper04_daily_agent_activity Page agtper05_agent_daily_perf Page Page agtskg01_agent_status_by_position agtskg02_agent_status_by_skillgroup agtskg03_logout_status_by_skillgroup agtskg04_daily_agent_activity Page agtskg05_agent_daily_perf Page Page apgate11_status_by_half_hour caltyp01_status_grid caltyp02_count_graph entskg01_status_#_graph entskg02_status_grid Page entskg03_status_%_graph entskg04_status_grid_to5 Page entskg05_utilization_graph entskg06_halfhour_aht_grid Page entskg07_daily_aht_grid Page entskg08_halfhour_perform_grid Page entskg09_normalized_agt_state entsvc01_queue_delay_status entsvc02_calls_status entsvc03_effect_of_aban_on_servicelevel entsvc04_calls_trend_analysis entsvc05_calls_offered_half_pie entsvc06_serv_level_monitor_graph entsvc07_now_to5_grid Page entsvc08_gate_realtime_status_grid Page entsvc09_svc_array_now_to5_grid Page entsvc11_calls_analysis_daywise entsvc12_calls_analysis_half_hour Page entsvc13_calls_offered_daywise_graph entsvc14_calls_handled_daywise_graph entsvc15_calls_abandoned_daywise_graph entsvc16_calls_history_daywise_graph entsvc17_calls_offered_half_hour entsvc18_gate_half_hourly_status_grid Page nettrk01_status_grid nettrk02_grid_last_half_hour nettrk12_grid_half_hour peragt01_agent_status_by_position peragt02_agent_status_by_skillgroup peragt03_logout_status_by_agent peragt04_daily_agent_activity Page peragt05_agent_daily_perf Page Page peragt06_daily_agent_detail periph01_peripheral_status_report periph02_galaxy_software_status periph03_galaxy_hardware_status perskg01_status_#_graph perskg02_status_grid Page perskg03_status_%_graph perskg04_status_grid_to5 Page perskg05_utilization_graph perskg06_halfhour_aht_grid Page perskg07_daily_aht_grid Page perskg08_halfhour_perform_grid Page perskg09_normalized_agt_state perskg10_forecast_agents_status_grid persvc01_queue_delay_status persvc02_calls_status persvc03_effect_of_aban_on_servicelevel persvc04_calls_trend_analysis persvc05_calls_offered_half_pie persvc06_serv_level_monitor_graph persvc07_now_to5_grid Page persvc08_gate_realtime_status_grid Page persvc09_forecast_aht_offer_grid persvc11_calls_analysis_daywise Page persvc12_calls_analysis_half_hour Page persvc13_calls_offered_daywise_graph persvc14_calls_handled_daywise_graph persvc15_calls_abandoned_daywise_graph persvc16_calls_history_daywise_graph persvc17_calls_offered_half_hour persvc18_gate_half_hourly_status_grid Page routes01_queue_delay_status routes02_calls_status routes03_effect_of_aban_on_servicelevel routes04_calls_trend_analysis routes05_calls_offered_half_pie routes06_serv_level_monitor_graph routes07_now_to5_grid Page routes11_calls_analysis_daywise Page routes12_calls_analysis_half_hour Page rtecli11_status_by_five_minutes schimp01_name_time_numbers trkgrp01_alltrunkbusy_graph trkgrp02_idle_inservice_status trkgrp03_trunkgroup_status_grid trkgrp11_trunkgroup_performance_grid Page Glossary Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Index Symbols Numbers A B C D E F G H I J K L M N O P R S T U V W Y