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78 Reporting Basics
Routing Client. You can report on statistics for the different routing
clients defined in the ICR system. A routing client is an entity that
sends routing requests to the ICR. Routing clients typically
correspond to a subsystem within the interexchange carrier (IXC) or
to a peripheral (ACD or PBX) that is performing Post-Routing.
Within Monitor ICR, you might want to report on the maximum
delay of route responses to the routing client for a specified interval.
Schedule. You can generate reports that include staffing schedule
data that has been imported from a third-party workforce
management system. The G
EOTEL Workforce Management Import
System allows you to import schedule data and store it in the ICR
database. The exact data that appears in Monitor ICR reports
depends on the specific workforce management system you are
using with the ICR system.
Service. You can report on many types of data for services, such as
service level, number of calls abandoned, number of calls offered,
and average handle time. A service is a particular type of processing
that the caller requires. For example, in a software company’s call
center, callers having questions about installing software would be
directed to the Technical Support service.
Skill Group. A skill group is a collection of agents who share a
common set of skills, such as being able to handle Spanish-speaking
callers. For skill groups, you can generate reports that cover agent
activity (for example, the number of agents talking, available, or in
wrap-up for a particular skill group).
Trunk Group. A trunk group is a collection of trunks that are
associated with a single peripheral. Often, the trunks in a trunk
group are used for a common purpose. In Monitor ICR, you can
report on trunk group (and network trunk group) data, such as the
number of trunks in service, number of trunks idle, and the time
during which all trunks in a trunk group were simultaneously busy
(All Trunks Busy).
Specify the Scope of the report. These options help you to further focus
your report on specific services, skill groups, routing clients, etc.