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Cisco Enterprise Reporting

Cisco WebView Reporting Data Sheet

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Improving customer service in a resource-efficient manner is critical to the success of any contact center. To produce such operational excellence in their facilities, contact center managers and supervisors require timely and accurate information for decision making. Cisco® Enterprise Reporting is a Web-based solution that provides enterprise-wide real-time and historical data for contact centers based on Cisco Unified Contact Center Enterprise and Hosted Editions and Cisco Unified Intelligent Contact Management Enterprise and Hosted Editions.

Cisco Unified Contact Center and Cisco Unified Intelligent Contact Management are strategic platforms from Cisco Systems® that enable customers to move beyond today’s contact center into the next phase of customer contact: the Customer Interaction Network. The Customer Interaction Network is a distributed, IP-based customer service infrastructure comprising a continuously evolving suite of innovative, multi-channel services and customer relationship management applications. These services and applications provide enhanced responsiveness and streamlined customer exchanges to help your organization deliver superior customer service. A Customer Interaction Network extends customer service capabilities across the entire organization, giving your business a more integrated and collaborative approach to customer satisfaction - leading to a better customer experience.

Cisco Enterprise Reporting Overview

The Cisco Enterprise Reporting solution is an integral part of Cisco Unified Contact Center and Cisco Unified Intelligent Contact Management Enterprise and Hosted Editions. It is an open software architecture solution that provides a single enterprise-wide view of timely and accurate contact center data. This provides contact center managers and supervisors comprehensive information about agent productivity and customer service experiences throughout the enterprise. The customer service experience data is reported for voice, e-mail, chat sessions, or Web collaboration sessions, as well as for outbound calls and for transactions completed by customers using a self-service voice response unit (VRU) application.

Cisco Enterprise Reporting is a redundant and highly available reporting solution that provides continuous collection and presentation of missioncritical information. Detailed contact center data is collected by the Cisco Unified Contact Center and Cisco Unified Intelligent Contact Management across the entire enterprise, including carrier networks, IP contact centers, traditional time-division multiplexing (TDM) automatic call distributors (ACDs), interactive voice response (IVR) systems, databases, desktop applications, local and remote agents, and other resources. This information is then accessible to the user through standard reports using WebView, a Web-based tool and the presentation component of the Cisco Enterprise Reporting solution.

WebView’s real-time and historical reports can be displayed as graphs or tables (Figure 2) and can be exported in industry-standard file formats for use in other applications to provide many options for data presentation. WebView is accessible through any Web browser, which allows users to access reports from any networked PC. In addition, WebView users can add specific thresholds to monitor particular data elements, scale reports for ease of viewing and printing, and schedule reports to run and print at specified intervals.

The Cisco Enterprise Reporting solution also provides the flexibility to either modify existing templates or build customized templates using custom report writing software. The open database schema also provides the ability to use any third-party database-access tools to manipulate and display information.

Figure 1. Enterprise Reporting Strategy

Features and Benefits

Monitoring Agent Performance

The Cisco Enterprise Reporting solution provides extensive, automated collection of data for all agent activity throughout the enterprise. Agent statistics such as agent state, reason codes, task counts, and duration in state are collected for all inbound and outbound interactions whether they are conducted over the phone, via chat session, e-mail, or Web collaboration applications.

Supervisors and call center managers have the ability to view normalized data for agents or agent teams reporting to supervisors, agents in a skill group on a specific ACD, and agents belonging to enterprise-wide skill groups, thus eliminating the need to gather this information from individual ACDs. The Cisco Enterprise Reporting solution allows supervisors to monitor real-time agent activity to manage their agents and meet rapidly changing operational conditions. It also provides the historical information needed to measure and compare performance of individual agents or agent teams, make staffing or training decisions, and develop incentive programs to help agents meet organizational objectives.

Figure 2. Sample Reports

Measuring Customer Service Experience

The Cisco Enterprise Reporting solution collects comprehensive data to measure end-to-end customer interactions, providing supervisors and call center managers with the critical queuing and delay indicators needed to measure and improve the level of customer service they provide. Indicators such as service levels, average speed to answer (ASA), average handle time (AHT), abandon rates (Figure 3), and expected delay statistics provide valuable insight into how well their operational decisions and processes deliver the desired level of customer service.

By enabling measurement of the customer service experience at a local ACD or across the entire enterprise, independent of the communication channel, contact center managers can get a single view of the level of customer service an organization provides. This enables supervisors to measure and improve operational processes and enhance customer service, and it also enables contact center managers to make confident strategic decisions such as investments in additional applications or staffing.

Figure 3. Call Type Interval Report

Measuring Effectiveness of Outbound Interactions

The Cisco Enterprise Reporting solution captures and presents detailed data on calls placed by agents using Cisco Outbound Option in the contact center (Figure 4). For calls placed by Outbound Option it provides detailed data such as outbound call counts and call duration for all calls placed in each of the three dial modes (progressive, predictive, and preview). It also provides data on the result of outbound call attempts (such as calls abandoned, unsuccessful calls due to busy signal, or detection of answering machine or fax machine) for outbound campaigns. This enables supervisors and call center managers to measure the overall effectiveness of outbound campaigns and other relevant parameters such as determining the quality of calling lists.

Figure 4. Outbound Option Agent Reports

Measuring Multi-channel Interactions

Cisco Unified Contact Center Enterprise and Hosted and Cisco Unified Intelligent Contact Management Enterprise and Hosted Editions provide your customers with the choice to interact with your contact center via telephone, e-mail, or Web collaboration. To help contact center managers capture all customer interactions independent of the customer’s choice of communication channel, the Cisco Enterprise Reporting solution collects data and presents reports containing information for all channels (Figure 5). One report can show all the activity for an agent for all channels he or she supports. Certain skill groups and agent reports are grouped by different channels in order to ascertain performance metrics for each channel.

Figure 5. Sample Multi-media Report E-Mail and Voice

Measuring Effectiveness of VRU Self-Service Applications

As call center managers try to move transactions toward self-service VRU applications, the matrices used to measure the effectiveness of these applications become important. Cisco Enterprise Reporting allows managers to measure how well self-service applications meet customer needs by providing the ability to collect data at various points as a customer navigates through a self-service application script. Data such as whether a customer completed a transaction successfully, opted out of the self-service application, or was forced to transfer to an agent is collected and presented in historical reports. This information provides insights into the overall effectiveness of the self-service application while providing the ability to clearly demonstrate the return on investment of VRU applications.

Web-Based Report Access

WebView is the Web-based interface of the Cisco Enterprise Reporting solution that presents reports based on data collected from the Cisco Unified Contact Center Enterprise and Hosted and Cisco Unified Intelligent Contact Management Enterprise and Hosted Editions. By using a standard browser, the WebView application delivers an easy-to-use interface to render real-time and historical reports, on demand for download or continuous monitoring. Web accessibility enables supervisors, contact center managers, and other authorized personnel to easily monitor all their call center activity at a single site or across the enterprise at any time, from any networked PC.

Real-Time and Historical Data

The Cisco Enterprise Reporting solution presents both real-time and historical reports. Real-time data is continuously refreshed to allow supervisors to monitor their operations by providing current information about skill groups, services, trunk groups, peripherals, and agent activities. Historical reports can be generated to view data either in half-hour or daily intervals for past periods, which can be chosen from a menu of absolute or relative calendar dates.

Reporting Functions and Custom Reporting

The WebView reporting application provides several features to enable the manipulation of gathered data for multiple uses. Reports can be sorted by column headings or scaled to control report viewing and printing area. Using a standard Web browser, Cisco Enterprise Reporting users can schedule reports to be automatically generated and printed at specific times. In addition, real-time reporting thresholds can be established to alert contact center managers immediately when parameters fall outside of preset thresholds, enabling them to respond rapidly and to effectively allocate their resources. Finally, users have the ability to save reports that are most commonly used as favorites for easy access.

The Cisco Enterprise Reporting solution includes more than 180 predefined report templates and 75 templates specific to Cisco Unified Contact Center Enterprise and Hosted reporting. Using the optional custom screen builder, Sybase PowerBuilder/Infomaker, custom templates can be created to meet unique business objectives. Selected reports include drill down functions to readily access the most granular data components or expand on any detail. In addition, contact center report data can be exported to numerous industry-standard, third-party file formats, enabling managers to take further advantage of existing desktop applications such as Microsoft Excel.

Improved Forecasting

Cisco Enterprise Reporting can improve contact center efficiency by using schedule data from an external workforce management system both in contact routing and in real-time and historical reporting. The inclusion of forecast and actual data in a single enterprise-wide report makes it easy to compare actual versus anticipated contact volumes and staffing levels, providing a valuable management tool for improving the accuracy of forecasts. These comparisons also improve contact center performance by making more efficient use of agents through better scheduling.

Single View of Enterprise-Wide Normalized Data

The Cisco Enterprise Reporting solution provides a single, consistent view of contact center resources across the enterprise. The system collects contact and customer data throughout the life of each contact - from the carrier network, through IVRs, ACDs, and other applications, as well as from agent-to-agent or site-to-site transfers - until the contact terminates. The result is an accurate, real-time compilation of enterprise-wide activity that helps contact center managers deploy resources and minimize costs.

Cisco Enterprise Reporting continuously collects data from contact center resources on an event-by-event basis; converts them to a single, standardized format; and stores this "normalized" information on a central Microsoft SQL Server database.

Highly Available and Redundant Reporting

Cisco Unified Contact Center and Cisco Unified Intelligent Contact Management provide a duplex, fault-tolerant architecture to help ensure that your report data will be available when you need it. The real-time and historical data are stored on the redundant logger components on the central controller, providing high availability and automatic data synchronization and recovery. Historical data is offloaded to a server for report generation requests.

Data Categories Available for Reporting

Table 1 is an overview of data collected by the Cisco Enterprise Reporting solution. This list is not comprehensive but is representative of the information available for reporting. Using WebView from any browser within your network, you can access data from any contact center site, and mix and match not just ACD and IVR data but also IP and TDM data in virtually any combination.

Summary

Cisco Enterprise Reporting provides customers with enterprise-wide and historical reports on contact center activity. Because of the flexible reporting capabilities of the software and the comprehensive nature of the information provided, managers can use the contact center data provided to help them meet or exceed their business objectives, continuing the evolution toward a true Customer Interaction Network.

Table 1. Overview of Data Collected by the Cisco Enterprise Reporting Solution

Call Counts

Queues and Delays

Call Handling and Agent Time Allocation

Call Type Data

Contains information about the category of incoming contacts based on dialed number, customer-entered digits (CEDs), and calling line ID (CLID)

Calls offered
Calls handled
Calls abandoned
Default routing
Return ring/busy
Network default routing
Abandon wait time
Service level
ASA
Calls queued
Longest call queued

Routing Client Data

Contains information about entities sending route requests to Cisco Unified Intelligent Contact Management or Cisco Unified Contact Center

Routing client responses
Timeout calls
Maximum delay
Mean routing client responses
Late calls
Discarded calls
Receive in error
Late threshold

Trunk Group Data (TDM ACDs)

Contains information related to a trunk

Trunks in service
Calls abandoned
In-service time
All trunks busy
Calls in
In-use outbound time
Trunks idle
Calls out
In-use inbound time

Service Data

Contains information about services or call queues on a TDM ACD

Calls in progress
Calls routed
Calls incoming
Calls offered
Calls handled
Calls in queue
Calls abandoned in queue
Calls out
Calls queued
Calls abandoned in queue
Average delay in queue
Average delay in queue for abandoned calls
Average speed of answer
Service level
Total delay queue time
Expected delay
Handle time
Average handle time
Short calls time
Talk time
Average talk time
Agents talking

IVR Ports

Contains information related to a trunk

IVR ports in service
Calls abandoned
In-service time
All ports busy
Calls in
In-use outbound time
Ports idle
Calls out
In-use inbound time

Agent and skill group data

Agent states
Agent time allocations
Call counts

Contains information about individual agents and their skill groups; skill group data is available from peripheral skill groups and from enterprise skill groups

Logged on or out
Ready or not ready
Available/not active
Active
Talking in or out
Talking other
Work ready or work not ready
Busy other
Reserved
Hold/paused
Date and time of last state change
Date and time of login
Call destination
Call direction
Not-ready reason codes
Logout reason codes
Available time
Reserved time
Busy other time
Active time
Talk time
Talking in or out time
Talking other time
Hold time
Work ready or work not ready time
Not ready time
Handle time
Logged-on time
Date and time of log in or out and the reason
ASA
Average handle time
Average talk time
Calls/tasks queued
Calls/tasks abandoned
Calls/tasks handled
Out external calls
Out internal calls
Direct incoming calls
Transfer in or out calls
Abandoned ring calls
Abandoned hold calls
Consultative calls
Conference in or out
Redirect or no answer calls
Supervisor-assisted calls
Barge-in calls
Intercepted calls
Emergency calls
Longest call queued
Calls put on hold