Cisco Cisco IP Contact Center Release 4.6.1 Betriebsanweisung
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Call Type Report Templates
caltyp34: Call Type Abandon/Answer Cumulative Distribution Report
ASA
The Average Speed of Answer. The average answer wait time from when first queue to
skill group or LAA select node was executed for this call to when this call was answered.
This is an important measure of service quality because the time can vary, even over
the course of one day, due to call volumes and staff levels.
skill group or LAA select node was executed for this call to when this call was answered.
This is an important measure of service quality because the time can vary, even over
the course of one day, due to call volumes and staff levels.
Derived from: Call_Type_Half_Hour.AnswerWaitTime-
Half/Call_Type_Half_Hour.CallsHandledHalf
Avg Aban Delay
The average delay time of abandoned calls in queue for this call type during the current
half-hour interval.
half-hour interval.
Derived from: Call_Type_Half_Hour.DelayQAbandTimeHalf /
Call_Type_Half_Hour.RouterCallsAbandQToHalf
Interval Report Headers
The interval column headers in the report are dynamic. That is, the interval headers
can be configured and changed by you in the ICM Configuration Manager. They are
stored in and are derived from the Bucket_Interval Schema database table, which is
linked to the Call_Type_Half_Hour table. See Call Type Interval Reporting for more
information.
All of the interval fields except the first one is calculated from the database. The
formula is: Value for interval field n = Value of Call_Type_Half_Hour.[Ans or
Aband]Interval[n] + Value for field n-1.
can be configured and changed by you in the ICM Configuration Manager. They are
stored in and are derived from the Bucket_Interval Schema database table, which is
linked to the Call_Type_Half_Hour table. See Call Type Interval Reporting for more
information.
All of the interval fields except the first one is calculated from the database. The
formula is: Value for interval field n = Value of Call_Type_Half_Hour.[Ans or
Aband]Interval[n] + Value for field n-1.
< Interval 1: Ans
The number of calls answered up to interval 1. The system default interval 1 is 8
seconds. For example: < 00:08
seconds. For example: < 00:08
Derived from: Call_Type_Half_Hour.AnsInterval1
< Interval 1: Aban
The number of calls abandoned up to interval 1. The system default interval 1 is 8
seconds. For example: < 00:08
seconds. For example: < 00:08
Derived from: Call_Type_Half_Hour.AbandInterval1
< Interval 2: Ans
The number of calls answered up to interval 2. The system default interval 2 is 30
seconds. For example: < 00:38
seconds. For example: < 00:38
Derived from: Call_Type_Half_Hour.AnsInterval2
< Interval 2: Aban
The number of calls abandoned up to interval 2. The system default interval 2 is 30
seconds. For example: < 00:38
seconds. For example: < 00:38
Derived from: Call_Type_Half_Hour.AbandInterval2
< Interval 3: Ans
The number of calls answered up to interval 3. The system default interval 3 is 60
seconds (1 minute). For example: < 01:38
seconds (1 minute). For example: < 01:38
Derived from: Call_Type_Half_Hour.AnsInterval3