Working with the Template Launcher 77
4. Reporting Basics
4.3.1. Category and Scope
Choose a report Category. You can select only one category on which to
base the report.
You can create reports on the following logical groups, or categories,
within the call center enterprise:
Agent: An agent is anyone who can answer incoming phone calls. A
peripheral agent is an agent who is associated with a particular
peripheral (ACD, PBX) in the call center enterprise. A peripheral
agent can be a member of one or more skill groups. (Some
peripheral types limit each agent to one skill group assignment.)
Application Gateway. You can report on several types of data
related to the Application Gateways set up in the system. The
Application Gateway allows the ICR to query host systems that are
running other call center applications. The ICR can then base
routing decisions on the results obtained from the query. For
Application Gateways, you can report on data such as the number of
query requests issued to a host system and the delay involved in
making queries.
Call Type. You can report on statistics for the call types defined in
the ICR system. A call type is a category of incoming calls. Calls are
categorized based on dialed number (DN), caller-entered digits
(CED), and calling line ID (CLID). In reports, you might want to
display data such as the number of calls of a certain call type that
used default routing during a speci fied interval.
Peripheral. You can use the Peripheral category to report on
switch-specific hardware and software status and some types of call
and agent information.
Route. For routes, you can report on data such as the number of
calls in progress, calls in queue, or calls handled. A route is value
that is returned by a routing script. This value maps to a service and
a specific target at a peripheral (for example, a service, skill group,
agent, or translation route).