Cisco Cisco IPCC Web Option Installationsanleitung

Timing
differences
will exist.

The closest concept on the ICM is
Agent_Half_Hour.Agent_Logout.ReasonCode,
which is the Reason code returned by the
peripheral for the agent logout.

Numeric reason code that the
agent enters when the agent logs
out from the Cisco Agent
Desktop.

Logout Reason Code

Note: A value of 0 indicates that
no logout reason code is
configured or that the agent was
unable to enter a reason code.

Measuring Skill Group Performance

CSQ reports provide key statistics that help call center managers measure performance of
individual contact service queues at the IPCC Express child. At the ICM Enterprise parent, skill
group performance data is stored in Skill_Group_ Half Hour tables.

The following table provides a sample of key CSQ performance data presented in CSQ Reports
at the IPCC Express child and similar concepts int Skill_Group_Half Hour tables at the ICM
Enterprise parent.

Measuring Skill Group Performance: IPCC Express CSQ Call Counts and Durations

Timing
differences
will exist.

The closest term is CallsOfferedToHalf, which is the
number of calls received by this skill group for the
current half-hour interval.

Number of calls routed
to CSQ, whether or not
the agent picks up the
call.

Calls Presented

Note: For consistent values, in IPCC Enterprise
regardless of whether or not there is an IPCC System
PG, use RouterCallsOfferedToHalf.

Timing
differences
will exist.

The closest concept on the ICM is
Skill_Group_Half_Hour.CallsHandledToHalf.
CallsHandledToHalf is the number of inbound ACD

Number of calls handled
by CSQ. Call handled if
caller connected to an

Calls Handled

calls answered and wrap-up completed by agents

agent while queued for
CSQ.

associated with this skill group during the half-hour
interval.

Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)