Data Sheet
Cisco WebView Reporting
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.
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.
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
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.
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
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
Call Counts Queues and Delays Call Handling and Agent Time Allocation
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
