Network Queuing and Reporting
The existence of a network VRU in a Unified CCE deployment affects Unified CCE Call Type and Skill Group reporting.
How a call is sent to the VRU does not affect reporting; that is, it does not matter if the Unified CCE script used a Send To VRU node or a Translation Route To VRU node.
This chapter explains the Call Type metrics and Skill Group metrics and uses following the terms:
ICM-TR denotes a Unified ICM system in which all calls are translation routed when sent to an ACD.
ICM-Not-TR denotes a Unified ICM system in which some or all calls are not translation routed when sent to an ACD.
The Call Type and Skill Group reporting metrics that are affected by the existence of a network VRU include queued metrics, at VRU metrics, answered metrics, service level metrics, and abandoned metrics.