Cisco Unified Contact Center...

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Cisco Unified Contact Center Enterprise:

How Scripting Affects Reporting

BRKCCT-2002


The Cast

Allen Greenwalt “The Script Writer”

Consulting System Engineer

Cisco Customer Collaboration

[email protected]

Carmen Logue “The Reporter”

Product Manager

Cisco Contact Center Reporting

[email protected]

3


Agenda

Introduction to How Cisco Measures

‒ Call Types and Skill Groups

‒ Abandonment measurements

‒ Service Levels

Sample Call Flows and Resulting reports

‒ Call Distribution

‒ IVR Self-service

Introducing Precision Routing

Recommendations for Reporting and Scripting team Collaboration

Available CUIC Reports: Stock and Developer and Import Demo

Reference Material: Screen shots of Intelligence Center Reports

4

Introduction to How Cisco Measures


Data Collection in a Cisco Environment

PG

Queue Stats

Collect data from any PG enabled device and translates it into common language / common database

Separated by peripheral (ACD/IVR or Site), but in a single repository for enterprise reporting

All activity: Inbound, outbound, off-hook, internal/external

All media types: e-mail, chat, voice, social media

Queue Stats are from CVP or IP-IVR, Handled statistics are from ACD or Communications Manager (CUCM)

CUCM Agent & Skill Stats

6


Real Time, Historical Summaries & Call Detail All activity for monitored peripherals is tracked and summarized at

different intervals and in different categories and across all contact types

Call Type Skill Group Call Type Skill Group (NEW in 8.0) Agent Application Route Services (ICM only) Campaigns Peripherals Trunks / IVR Ports Queue nodes Routing Clients Ext Application Access

Agent Activity LoggedOnTime Available Talking ACW Not Ready Reserved, etc.

Call & Task Activity Calls presented Answered / Handled Abandoned IVR Time Queue Time HandleTime Talk, Hold, ACW ASA Outbound attempts

Real-Time Now To5 ToInterval

Today

Historical 15 or 30 minute intervals

Detail Records Route Call segment Agent state transitions Outbound attempts IVR interactions

7


The Scripting and Reporting Relationship

Scripting defines the path the call will take and therefore what data will be

generated

Scripting may also re-label calls and therefore reset some timers

It is critical for the scripting and reporting teams to work together to ensure

the data is produced according to your business rules

8

ICM/UCCE Scripting & Call Flows

Basics of Scripting

Using CallTypes Effectively

Measuring Abandonment

RONA and Requery

Note: The core routing software is used in both TDM and Cisco Environments. Therefore the terms ICM and UCCE are used interchangeably in this presentation


Scripting Basics

Scripts are designed like flow charts…

‒ Nodes are executable elements within a script

‒ Connection Lines define the logical call path or task flow

Scripts are triggered by Call Types

Call Type represents a category of tasks that fit some

specific criteria

Initial Call Type assignment based on

‒ Dialed number

‒ CED

‒ ANI/CLID

10


Using Call Types Effectively

Call Type change is critical for reporting…

Initial call type is associated when the Route Request is received. It‟s determined by components of the DialedNumber, ANI or CED

Start Call Type: CallsOffered + 1

The Call Type node changes the call type for the call while allowing processing to continue in the same script

Start Call Type: OverflowOut +1 Call Type 2: CallsOffered + 1

The “Requalify Call” node can also be used to change the Call Type but will end the script and use that new call type to select another script for this call

Data affected is the same as the CallType node

11


CallType defined for each DN (CED and ANI can optionally be used)

Trigger script execution and control call treatment

Assigned on call arrival, 1st point of data collection

Equivalent to VDN or Application in ACD terms

Best practice is to change CallTypes before queuing

Resets service level to allow removal of time that does not need to be measured

Excludes menus/announcements from SL

Change to effect treatment or for reporting only has the same impact


12


Aband Delay

MainCT

Overflow Out

Calls Abandoned

Calls Offered

Call Type

Main CT (Old Call Type): OverflowOut + 1


MainCT

Eng_CustSvc

CallsOffered + 1

1

Based on script selection, change Call Type

1

13


Aband Delay

Eng_CustSvc

MainCT

Overflow Out

Calls Abandoned

Calls Offered

Call Type

Eng_CustSvc (New Call Type): CallsOffered + 1 SL Timers are reset (if present)


Aband 45 s

Eng_CustSvc

1

Calls Aband + 1 AbandDelay + 45

1

1 1 45

To count the number of calls that are completed at this IVR menu, change the call type before going to this node.

MainCT

14


Change CallType Prior to Queuing

If there is IVR treatment before call is queued, best practice is to change

the Call Type just before Queue node

Changing the Call Type will reset the Service Level Timer and not include

the IVR time

‒ If you don‟t change Call Types prior to the „Queue to Skill Group‟ Node, the IVR

treatment time will be included in the calculation of service level, having a

negative impact on your Service Level

15


Other Ways to Use Call Type for Reporting

Identify a decision point (“Select 2 for Spanish”)

Identify a path that needs to be tracked differently (post-call survey)

Identify an Error Path

When calls “overflow” to different Skill Group

Transfer vs. Original Call vs. RONA or Requery

16


CTDelayAbandTime = This time begins when the call reaches the Router or when the call changes CallTypes and ends when the call disconnects. This time is reset if the CallType changes.

CallDelayAbandTime = This time begins when the call reaches the Router and ends when the call disconnects.

DelayQAbandTime = For calls that abandon in queue, time spent in queue. Time begins when the call is queued for a skill group and ends when the call disconnects.

DelayAgentAbandTime = Total queue time for calls that abandon at the agent's desktop before being answered. Time begins when the call is queued for a skill group and ends when the call disconnects.


18


Abandon in Self-Service Script

CallType CallsOffered RouterCallsAbandQ RouterCallsAbandToAgent TotalCallsAband ReturnRelease

ss_CheckBal 1 1

CallDelayAbandTime

Route Request

Received, Run

Script Sent

Run Self Service

Script (Check Acct

Balance)

Caller Abandons

Before Control Is

Returned

19


Abandon while Queuing

DelayQAbandTime

DelayQAbandTime

CallDelayAbandTime

Route Request

Received, Run

Script Sent

Call Queued at a

VRU via a Q Node

Caller Hangs up

While Waiting in

Queue

20


Abandon during Transfer to Agent

DelayAgentAbandTime

‒ Call is routed to selected agent, but caller abandons before the agent answers

DelayAgentAbandTime

CallDelayAbandTime

Agent Selected, Call Routed

Route Request

Received, Run

Script Sent

Call Queued at a

VRU via a Q Node

Caller Hangs up

While Ringing or

en route to Agent

21


Bucket Intervals to Assess Caller Tolerance

Example Report

Bucket Intervals Table Call_Type_Interval Table (also Skill_Group_Interval Table)

22


Example: Changing Call Type

Route Request

Received, Run

Script Sent

Lookup Customer

Status Based on

ANI

Evaluate Result, Change CallType Accordingly Before

Queuing to Tier 1, 2 or 3

Call Type Skill Offered Handled Answered

IVR Intro 2 2 0

Gold Tier Gold

Service

1 1 1

Silver Tier Silver

Service

1 1 1

23


Effect of Changing Call Types

CTDelayAbandTime

‒ Provides the amount of time the call spent in the last CallType (Gold Service) as

opposed to the CallDelayAbandTime which is the time the call spent in ALL

calltypes prior to abandoning

CTDelayAbandTime

CallDelayAbandTime

Caller Hangs up While

Waiting in Queue

24

Reroute on No Answer (RONA)

and Requery


Cisco IVR Offerings

CVP (Customer Voice Portal)

Queuing engine

Advanced Self service applications

Works with ICM/CCE, or standalone

IP-IVR

Queuing engine

Prompting

Works with ICM/CCE

26


RONA (Reroute On No Answer)

Used in IP-IVR deployments

RONA occurs when the ring timer in the Agent Desk Settings expires

Agent is set to “Not Ready” and a post-route request is made using the Dialed Number configured in the Agent Desk Settings

A different Script is run in CCE and alternate treatment begins (another agent, another queue, Voicemail, etc.), so this looks like a new call

27


Call Type Offered Answered Handled RONA

SpanishCT 1 0 0 1

Closed Call – TCD Disposition 19

New Call Arrives

Router Maps the DN 8001110001 Which Maps to CallType:

SpanishCT

SpanishCT Has a Script Scheduled

Scheduled Script Queues to SkillGroup

Agent Doesn‟t

Pickup. Call

Redirects.

Post Route: Router Maps the DN 2435 to RedirectCT Which Queues the Call to Skill

Group, Either New or Same as the Old, but at a Higher Priority.

800-111-0001

Call Router UCM PG

RONA with UCCE and IPIVR

28


Call Type Offered Answered Handled RONA

SpanishCT 1 0 0 1

RedirectCT 1 1 1 0


New Call Arrives

Router Maps the DN 8001110001 Which Maps to CallType:

SpanishCT

SpanishCT Has a Script Scheduled

Scheduled Script Queues to SkillGroup

Agent Doesn‟t

Pickup. Call

Redirects.

Post Route: Router Maps the DN 2435 to RedirectCT Which Queues the Call to Skill

Group, Either New or Same as the Old, but at a Higher Priority.


800-111-0001

Call Router UCM PG

RONA with UCCE and IPIVR

29


Requery

Used with CVP

Requery occurs when the Target Requery is enabled in the ‘Queue’ node

Configured by setting timers in CVP, Agent desktop, and CUCM

The CallType does not change and the call remains in the same script

CVP keeps control of the call – this allows us to use less scripting using this method

30


Requery with CVP Queue Settings with Requery Enabled

Recommend ALWAYS enabling requery with CVP Requery Status is NOT a counter; it is a status code Note that requery does not reset service level, CallType is preserved

31

CVP Scripting: Create additional data to be used in routing,

stored, and mined


Using CVP Applications

CVP can run two kinds of VRU scripts:

‒ CVP Micro-applications

‒ CVP VoiceXML Server applications built using CVP Studio

“Run External Script” node

‒ Transfers the call to the VRU if not already there

‒ Instructs the VRU to run a VoiceXML Application

33


MicroApps for CVP

MicroApps implemented as parameterized “VRU Scripts”

‒ Small Set of Simple Applications built into CVP

Called from ICM/CCE scripts:

‒ Play Media (PM)

‒ Play Data (PD)

‒ Menu (M)

‒ Get Digits (GD)

‒ Get Speech (GS)

34


Variable Name Values

User.microapp.ToExtVXML[0] "Company=Cisco; Job=Technical Writer"

User.microapp.ToExtVXML[1] "Location=Boxborough; Street=Main"

User.microapp.ToExtVXML[2] "FirstName=Gerrard; LastName=Thock"

User.microapp.ToExtVXML[3] "Commute=1/2 Hour; Car=Isuzu"

User.microapp.ToExtVXML[4] "BadgeID=2121212"

Sending data to the VXML app can be used to build

personalized content for the caller

Format of ToExtVXML[ ] Content below:

Passing Data to External VXML

36


CVP Unified Call Studio

37


Passing Data Back to ICM/UCCE: varMenuItem Variable Is Appended for Each Step

38


Passing Data Back to ICM/UCCE: Set the Value of ICM/UCCE Variable to varMenuItem

39


Storing VXML Data in UCCE/ICM

Once the Data Is Returned to the ICM Script, It Needs to Be Stored in a Peripheral Variable (1 – 10) so that It Can Referenced Throughout the Script and Stored in the Database for Reporting

40


Working with Concatenated Values

Values Can Be Concatenated in a Single Variable to Conserve Space. ICM/UCCE Can Use All or Part of the String Returned.

41

Peripheral Variables and

Expanded Call Context Variables


ICM Call Variables

10 standard variables in the TCD (varchar(40))

Used to capture routing and business specific data on a per call basis

Set with ICM/CCE scripting, CTI, or 3rd party CRM integration

Additional space provided in Expanded Call Context (ECC) Variables

43


ICM Expanded Call Context (ECC) Variables

Total buffer size used to store the variables internally is 2000 bytes

‒ Some space is consumed by Cisco applications like CVP, Outbound Option and

Email or Web Interaction managers. The remainder is available for custom data.

Persistent vs. Non-persistent variables

‒ Non-Persistent Variables: Variables are Non-Persistent by default and will not

be written to the database. Use non-persistent variables for sensitive data like

Social Security numbers.

‒ Persistent Variables: The values contained in persistent variables WILL be

written to the database Use persistent variables for agent screen pops or data

needed for reporting later

44


Defining ICM ECC Variables

45


ECC Variable Storage in the Database

Once defined, ECC variables will be stored in two tables:

‒ Route_Call_Variable and Termination_Call_Variable

‒ Join with TCD based on TCDRecoveryKey

‒ Join with RCD based on RCDRecoveryKey

All defined ECC variables are generated each time a route request is

complete or a call segment terminates

46


ICM/CCE TCD and TCV Table Relationship

47

VRU Progress Variable


VRUProgress Variable Intended to show result of IVR interaction (Handled, OptOut, ForcedOut, etc.)

Can be used to expose counts of other items (menu item selected)

Set in the ICM script before run external script step Data available on stock summary report templates

Calls Presented to the VRU Are, by Default, VRU “Unhandled”

50


VRUProgress Variable (cont’d)

1 = VRUUnhandled ("this is a VRU call, unhandled so far") 2 = VRUHandled 3 = VRUAssisted (= handled + transferred) 4 = VRUOptOutUnhandled (= unhandled + transferred) 5 = VRUScriptedTransfer (= natural transfer to agent) 6 = VRUForcedTransfer (= transfer b/c caller having trouble)

Based on VRU Progress Variable

51


Section Summary

Cisco measures very granular data – providing powerful views of events

CallTypes and SkillGroups offer flexible means of tracking and analyzing

caller experience and agent behavior and performance

Data from Self Service applications and automatic call distribution to

agents can be combined for life of call reporting

Flexible use of variables permits support of wide range of business

reporting requirements

It is critical for the scripting teams and reporting teams to work closely

together – to assure that the needs of the business are met

52

Customer Voice Portal Reporting


Customer Voice Portal (CVP) Reporting Options

Communication between CVP and Contact Center Enterprise enables

consolidated reporting for time at IVR, Caller Entered Digits, etc.

CVP Reporting Server

‒ Provides Informix database to store information configured in OAMP via inclusive

/ exclusive filters

Send data directly from CVP Studio scripts to external database

54


Reporting Configuration for CVP

SIP and IVR call state change events generate reporting data

‒ CVP call data is linked by single CallGUID

VXML data feed logger event generates VXML call and application detail

‒ Enable Reporting and

Application Detail in OAMP

‒ Call identification

CallGUID and CallLegId

55


CVP 8.0 and higher Reporting Server

The CVP Reporting server maintains a separate Informix database with

IVR details for every call, VXML session and elements accessed within

the sessions

Reporting server 8.0+ maintains information on:

‒ Call Detail: VXML session, elements accessed

‒ Summary records – 15 minute, Daily, Weekly

‒ Trunk Group Utilization

‒ Courtesy Callback data

56


CUIC Reports for CVP 8.0 on Cisco.com

Available Templates

‒ Call Activity Summary

‒ IVR Application Summary

‒ Call-by-Call / Call Detail

‒ Trunk (real-time and historical)

‒ Courtesy Call-Back reports (real-time and historical)

57

Introducing Precision Routing


Traditional Skills-Based Routing

Agent Assignment to Skill Groups

SAMANTHA JOHN SAMANTHA JOHN

59


JENNIFER SAMANTHA JOHN

Precision Routing: Assigning Expertise and

Aptitude to Agents

60


From Our Earlier UCCE Script Example:

61


Adding Precision Queue: Transition from Skills

62


Script Simplification with Precision Queues

63


Inside the Precision Queue Node Tool

64


Script Simplification with Precision Queues… But what‟s in it for me?

65


New Precision Queue Reports

Name Type Description

Precision Queue Real Time Real Time Comparable to Skill Group Real Time

Precision Queue 10-Step Real Time Real Time Agents/Calls per Step

Agent Precision Queue Membership Real Time Current Configuration

Agent Queue Real Time Real Time Comparable to Agent Skill group Real

Time

Precision Queue Historical Historical Comparable to Skill Group Interval

Precision Queue Efficiency Historical Performance by Step

Precision Queue Chart Historical Drill Down from Precision Queue

Efficiency

Agent Precision Queue Historical Historical Comparable to Agent Skill Group

Historical

Precision Queue Abandon-Answer

Distribution Historical

Historical Comparable to Skill Group Abandon

Answer Distribution


New Precision Queue Reports


Updates to Existing Reports

Reports modified to combine PQ/Skill Group in one column and to show PQ Attributes


What’s More Important?

Speed to Answer or Best Match?

Terms / Step Criteria Wait Time


Benefits to the Reporting Team

Routing (Queues) not tied to Peripheral Objects like PGs and Peripheral

Skill Groups

Apply Proficiencies without Skill Group Bloat

Determine whether calls are being handled by most or least proficient

Abstract “skills” like language from other skills

Measure the Efficiency of Scripting and Call Delivery

70

Recommendations for Reporting and

Scripting team Collaboration


Recommendation #1: Do Discovery

Business Goals and Success Metrics

‒ How does your company want to be known to your customers?

‒ What is included in your annual report?

Operational processes and Key Performance Indicators

‒ How are Supervisors and Agents Incented?

‒ What Metrics are used internally Daily, Weekly, Quarterly?

Reporting Solution Architecture

‒ How does the contact center fit into the overall corporate architecture? (Data Warehouse, Data

Mart)

‒ What devices are used for real-time and historical reporting?

Mock Report Development

‒ Paper samples of your “ideal” dashboards

Data Mapping

72


Recommendation #2: Get Agreement on …

Customer / Call Measurement

‒ Service Level

‒ Abandonment and Short Calls

‒ Purpose of Call Variables

‒ Purpose of Call Types

Agent Management

‒ Not Ready and Logoff Reason Codes

‒ Call Handling Common Statistics and Objectives

73


Recommendation #3: Work Together!

74

Intelligence Center Report Delivery


Overview of Template Approach

Priority is to develop Intelligence Center as a platform for report design

and delivery

All Fields templates provide a menu of what is available

Mechanism to deliver templates is via cisco.com and developer.cisco.com

‒ Cisco.com implies localization, online template help and TAC support

‒ Developer.cisco.com is a staging area for beta test and feedback loop with

customers, partners and developers

76


Importing Reports from cisco.com

80


Available from cisco.com Download Area

Agent Historical and Real-time All Fields

Agent Team Historical and Real-time All Fields

Call Type Historical and Real-time All Fields

Skill Group Historical and Real-time All Fields

Call Type Skill Group Historical

IVR Port Utilization

Available to report on Contact Center Enterprise 7.5 and 8.x

81


Reports Available from Developer.cisco.com

Reports available on developer.cisco.com available for download

‒ Contact Center Enterprise

Summary reports

Outbound

CMS Transition Templates

Call Detail

‒ Customer Voice Portal (CVP)

‒ EIM/WIM

‒ SocialMiner

82

Reference: Samples of Available Reports


Intelligence Center Administration Sample: Audit Trail

84


CCE 7.5 and 8.x Historical Package Sample: Call Type Skill Group Historical Interval

85


CCE 7.5 and 8.x Real-time Package Sample: Agent State Real Time

86


Don’t Forget to Check for Alternate Views

87


Summary Reporting Package Sample: Call Type Skill Group Historical Daily

88


Outbound Reporting Package Sample: Break Down of Attempts per Campaign

89


CMS Transition Package (Historical) Sample: Agent Login/Logout

90


CMS Transition Package – Real-Time Sample: Split/Skill Graphical Status

91


Call Detail Sample: Call Detail Summary View

92


CVP Report Package Sample: Call Traffic Weekly

93


Email Interaction / Web Interaction Package Sample: Chat Volume by Queue

94


SocialMiner Reports Sample: Agent Weekly Summary

95


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