Contents

• Reporting in a Multichannel Environment
• Multichannel Options
• Media Classes and Media Routing Domain
• Multichannel Reporting Data
• Report Templates for Multichannel Applications

Reporting in a Multichannel Environment

---

• Multichannel Options
• Media Classes and Media Routing Domain
• Multichannel Reporting Data
• Report Templates for Multichannel Applications

Multichannel Options

When Unified EIM and Unified WIM tools are included in a Unified ICM system, agents can be configured to handle email messages and online chat sessions in addition to voice calls.

Unified EIM enables organizations to intelligently route and process inbound emails, webform inquiries, faxes, and letters.

Unified WIM provides agents with a comprehensive set of tools for serving customers in real time. It enables call center agents to provide immediate personalized service to customers through text chat messaging and page-push abilities. Agents can also use Unified WIM to assist customers while on the phone, by navigating through web pages that the customer is currently browsing.

When present in the system, these multichannel options send the incoming task request to Unified ICM software for agent or skill group selection through the Media Response PG (MRPG) (which is used for routing) and an Agent PG (which sends agent status and activity to the Central Controller and places the selected agent into session with the task).

This is the flow of events when Unified EIM and Unified WIM receive a request:

• The multichannel option sends the task information to the Central Controller for routing purposes.
• The Central Controller returns an agent and skill group.
• The multichannel option pushes the task to the agent.
• If no agent is available, the task queues logically at the Unified WIM or in the queue of the Unified WIM until the agent becomes available. Because the task does not involve voice, physical queuing is not needed.

This architecture is illustrated in the following diagram.

Figure 1. Multichannel Options

Contents

• Reporting in a Multichannel Environment
• Multichannel Options
• Media Classes and Media Routing Domain
• Multichannel Reporting Data
• Report Templates for Multichannel Applications

Reporting in a Multichannel Environment

---

This chapter provides information about reporting in a multichannel environment.

The ability to support online channels such as email, web collaboration, and web chat are a major part of customer interaction. Unified ICM reporting provides data on task and agent activity for multichannel options, including Cisco Unified E-Mail Interaction Manager (Unified EIM) and Cisco Unified Web Interaction Manager (Unified WIM), if they are deployed in your Unified ICM system.

To interpret report data correctly, you need to understand how Media Routing Domains (MRDs) and media classes are used, how agent availability and routability is determined, and the differences in report data for voice tasks and non-voice tasks.

• Multichannel Options
• Media Classes and Media Routing Domain
• Multichannel Reporting Data
• Report Templates for Multichannel Applications

Multichannel Options

When Unified EIM and Unified WIM tools are included in a Unified ICM system, agents can be configured to handle email messages and online chat sessions in addition to voice calls.

Unified EIM enables organizations to intelligently route and process inbound emails, webform inquiries, faxes, and letters.

Unified WIM provides agents with a comprehensive set of tools for serving customers in real time. It enables call center agents to provide immediate personalized service to customers through text chat messaging and page-push abilities. Agents can also use Unified WIM to assist customers while on the phone, by navigating through web pages that the customer is currently browsing.

When present in the system, these multichannel options send the incoming task request to Unified ICM software for agent or skill group selection through the Media Response PG (MRPG) (which is used for routing) and an Agent PG (which sends agent status and activity to the Central Controller and places the selected agent into session with the task).

This is the flow of events when Unified EIM and Unified WIM receive a request:

• The multichannel option sends the task information to the Central Controller for routing purposes.
• The Central Controller returns an agent and skill group.
• The multichannel option pushes the task to the agent.
• If no agent is available, the task queues logically at the Unified WIM or in the queue of the Unified WIM until the agent becomes available. Because the task does not involve voice, physical queuing is not needed.

This architecture is illustrated in the following diagram.

Figure 1. Multichannel Options

Media Classes and Media Routing Domain

A media class represents a combination, or a single instance, of media that are to be treated as a single concept for routing by Unified ICM software.

Media classes include:

• Voice, which includes incoming and outgoing phone calls. Voice also includes Web Callback and Delayed Callback through the Unified WIM.
• Chat, through Unified WIM
• Blended Collaboration, through Unified WIM
• Email, through Unified EIM

If your system is designed to handle voice-calls only, you have the Voice media class only.

A Media Routing Domain (MRD) is a collection of skill groups and services that are associated with a common media class. Unified ICM uses MRDs to organize how requests for different media are routed.

Each skill group is assigned to a MRD. Unified ICM software uses MRDs to route a task to an agent who is associated with a skill group and a particular medium.

Each MRD belongs to a media class.

You can report on activity for all of the MRDs that you have configured in your system.

When configuring your system, you first configure MRDs in Configuration Manager and then enable the appropriate MRDs on the Unified EIM and Unified WIM applications. MRDs have unique IDs across the enterprise.

The Voice MRD is created by default for all deployments.

Multichannel Reporting Data

Unified ICM databases store information about agent activity and tasks routed by Unified ICM, including tasks that are submitted by Unified EIM or Unified WIM. Reports contain a Media field, when appropriate, to identify the MRD of each task included in the report.

The following table describes major differences between voice and non-voice tasks in reports. Non-voice tasks include chat, email, and Blended Collaboration.

Table 1 Report Data for Multichannel Options

Type of Data	Data for Voice Tasks	Data for Non-Voice Tasks
Task direction	Task direction can be both incoming (agent receives call) and outgoing (agent places call). Note    Calls placed by Outbound Option appear as incoming calls because of the manner in which the Outbound Option Dialer places calls between agents and customers.	Task direction is always incoming, and values of report fields pertaining to outgoing non-voice tasks are set to null.
Session ownership changes	The ownership of a voice task can change through the life of the call. Agents can transfer the call or conference in another agent.	Non-voice tasks do not change session ownership. These tasks cannot be transferred or conferenced and supervisors cannot barge into or intercept the task. Note    While it is possible for a Unified WIM agent to allow another agent to join a session and then drop the session, leaving the second agent and the caller in session together, this is not the same as a voice call transfer. Unified ICM software interprets this scenario as two different sessions, one for the original agent and one for the second agent. Also, while Unified EIM agents can forward messages to other agents, this is not the same as a voice call transfer. Unified ICM interprets message forwarding as two different sessions, one for the original agent and one for the receiving agent.
Short calls	Voice calls are considered to be short calls if they disconnect within the time boundaries defined in the Agent Desk Settings for short tasks.	Unified EIM and Unified WIM do not enable administrators to configure a short task time boundary. Therefore, non-voice tasks are not reported as short tasks, even if they disconnect within the short task time defined in Agent Desk Settings. Values of report fields pertaining to short calls are set to zero.
Multiple tasks	Agents can handle one voice task at a time. Agents can handle a voice task and an email task simultaneously. Email is an interruptible MRD and agents handling email tasks can be interrupted with a voice call. Reports show the agent as Active for both the email and voice task.	Agents might be configured to handle multiple non-voice tasks, such as chat, at the same time. If an agent is engaged in several non-voice tasks, the reports contain data for each of the tasks. These tasks might be from multiple skill groups. For instance, because email is an interruptible MRD, an agent can be working on an email task while also working on a task or call in any other medium. Note    Task duration fields are also affected in reporting. For instance, the half-hour duration fields might have a value greater than 30 minutes for non-voice tasks.
Service Level	You determine which Service Level type you want to use for voice tasks and this setting affects the reporting data.	The Service Level for non-voice tasks is always set to "ignore abandoned calls". The Service Level setting affects the Service Level data in reports for non-voice tasks.

Report Templates for Multichannel Applications

Although Unified ICM reporting applications offer templates that report on multichannel skill groups, agents, and tasks, reports generated from these templates do not contain details regarding specific events that transpire during a Unified EIM or Unified WIM task.

For example, Unified ICM report templates show that an agent handled a chat task, but do not provide the text of a sent chat message. Similarly, these reports show that an agent is currently Active on an email task, but do not show the number of emails received by an agent.

Multichannel applications have separate reporting tools, available through the applications, that provide application-specific details about the sessions.

These are some of the reports that contain operational information on activity in the Media Routing Domain:

• Unified Intelligence Center Agent Real Time All Fields
• Unified Intelligence Center Agent Historical All Fields

Related Information

Unified ICM/CC Report Templates