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Cisco ICM Software
Supervisor Guide
ICM Software Version 4.5
Corporate Headquarters
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-1706
USA
http://www.cisco.com
Tel: 408 526-4000
800 553-NETS (64387)
Fax: 408 526-4100
Customer Order Number: DOC-7811588 =
Text Part Number: 78-11588-01
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THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCOR
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Contents iii Contents Preface........................................................................................ xiii Purpose ...................................................................................................xiii Audience..................................................................................................xiii Organization ............................................................................................xiii Typographic Conventions.....................
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iv Contents 2.2.3. Monitor-Only AW ....................................................................... 40 2.2.4. Admin Workstation Users .......................................................... 41 2.2.5. Open Database Architecture ..................................................... 41 2.3. Monitor ICR Reporting......................................................................... 41 2.3.1. Enterprise and Peripheral Reporting ......................................... 42 2.3.2. Agent Re
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Contents Contents v 4. Reporting Basics ................................................................... 69 4.1. The GEOTEL Admin Workstation Group..............................................70 4.2. Starting Monitor ICR.............................................................................71 4.2.1. Toolbar Options..........................................................................72 4.2.2. On-Line Help .............................................................................
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vi Contents 5. Setting Thresholds and Drill-Downs .................................. 107 5.1. Setting Thresholds in Reports.......................................................... 108 5.1.1. Setting Thresholds in Multiple-Component Reports................ 109 5.1.2. Saving Threshold Settings....................................................... 110 5.2. Using Drill-Downs in Reports............................................................ 110 5.2.1. Drill-Down Hierarchy.....................
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Contents Contents vii 7.6. Trunk Group Data ...............................................................................146 7.7. Network Trunk Group Data................................................................147 7.8. Service Array Data..............................................................................147 7.9. Route Data...........................................................................................148 7.9.1. Service Level.........................................
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viii Contents entskg09_normalized_agt_state........................................................... 195 entsvc01_queue_delay_status ............................................................. 196 entsvc02_calls_status........................................................................... 197 entsvc03_effect_of_aban_on_servicelevel........................................... 198 entsvc04_calls_trend_analysis ............................................................. 199 entsvc05_calls_
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Contents Contents ix persvc12_calls_analysis_half_hour ......................................................261 persvc13_calls_offered_daywise_graph...............................................263 persvc14_calls_handled_daywise_graph .............................................264 persvc15_calls_abandoned_daywise_graph ........................................265 persvc16_calls_history_daywise_graph................................................266 persvc17_calls_offered_half_hour ..........
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x Contents Figures Figure 1: ICR Call Routing.................................................................................. 18 Figure 2: Intelligent CallRouter Overview ........................................................... 19 Figure 3: ICR Call Flow Diagram ........................................................................ 20 Figure 4: Service and Skill Group Hierarchy....................................................... 24 Figure 5: Enterprise and Peripheral Services.....
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Contents Contents xi Tables Table 1: Aspect, Lucent, and Nortel—ICR Terminology Mapping ......................33 Table 2: Rockwell and Siemens—ICR Terminology Mapping ............................34 Table 3: Alcatel, NEC, and Ericsson—ICR Terminology Mapping .....................34 Table 4: Features Not Supported for Specific Peripherals..................................35 Table 5: Agent Report Types ..............................................................................43 Table 6: M
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xii Contents
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Preface xiii Preface Purpose This manual describes how to monitor enterprise call center activity with the real-time and historical reporting features of the GEOTEL Intelligent CallRouter (ICR). Audience This document is intended for the Intelligent CallRouter supervisor. The supervisor has an understanding of call center management and the specific types of data that are used to report on call center activity and resources. ® This document assumes that you have some familiarity with Microsoft ™
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xiv Preface Chapter 6, “ Scheduling Reports” Describes how to schedule reports to print automatically by using the ICR Job Scheduler tool. Chapter 7, “Available Data” Describes the most commonly used data available in the ICR databases. Chapter 8, “Template Reference” Documents the predefined report templates that come with Monitor ICR. Typographic Conventions This manual uses the following conventions: Boldface type is used for emphasis; for example: Real-time information is not stored in the c
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Preface Preface xv Other Publications Intelligent CallRouter Custom Screen Builder Tutorial Intelligent CallRouter Database Schema Handbook Intelligent CallRouter Installation Guide Intelligent CallRouter Planning Guide Intelligent CallRouter Product Description Intelligent CallRouter Quick Start Guide Intelligent CallRouter Supervisor Guide Intelligent CallRouter System Manager Guide GEOTEL•Web View Administrator Guide For information about the GEOTEL•Network ICR product, see
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xvi Preface
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1. Overview 17 1. Overview The GEOTEL Intelligent CallRouter (ICR) improves the level of customer service offered by geographically distributed call centers. The Intelligent CallRouter’s main function is to route toll-free calls to the most appropriate agent or answering resource available. The system also provides a set of computer telephony integration (CTI), reporting, monitoring, and scheduling tools that help you to manage a distributed call center enterprise. This chapter provides an over
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18 Overview 1.1. What is the Intelligent CallRouter? The Intelligent CallRouter (ICR) is a software-based call processing system that provides call-by-call routing to geographically distributed call centers. The ICR links agents from multiple call centers to create a virtual call center. In the virtual call center model, agents from distributed call centers can be grouped logically according to their areas of expertise. For example, a financial company might have call centers in several cities
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1. Overview What is the Intelligent CallRouter? 19 1.1.1. Where Does the ICR Fit In? The Intelligent CallRouter works directly with call centers and the interexchange carrier (IXC) that supplies the toll-free service. The IXC is a long-distance telephone company that offers toll-free call routing services. Figure 2 shows how the Intelligent CallRouter operates between the IXC network and distributed call centers. Intelligent CallRouter Agent, Queue, CTI data ACD, PBX, VRU Call Associated Data A
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20 Overview 1.1.2. Call Routing A typical ICR-routed call goes through the following stages. Figure 3 illustrates these stages in detail. The Intelligent CallRouter is constantly receiving data from call centers on agent availability, queue status, and call handling performance. ô A caller dials the toll-free number. í The Local Exchange Carrier (LEC) passes the call to the IXC. Intelligent CallRouter ICR 5 1 $JHQW DQG 4XHXH 5HPRWH ’DWD IURP &DOO &HQWHUV 5RXWLQJ 5HTXHVW ,QFOXGHV ’LDOH
