Cisco Cisco Unified Contact Center Enterprise 9.0(2) Installation Guide

Timing
differences
will exist.

The closest concept on Unified ICME is
Skill_Group_Half_Hour.AnswerWaitTimetoHalf
divided by
Skill_Group_Half_Hour.CallsAnsweredToHalf.

For each contact service
queue, the average speed
of answer for calls
handled. Calculated as

Average Speed to
Answer

follows: (total queue

There is not a database field, it is derived: The average
speed of answer measured in HH:MM:SS (hours,

time + total ring time) /
calls handled.

minutes, seconds) for the skill group as the total time
callers spent ringing at the agent’s voice device
(handled or internal calls) in relation to the number
of tasks begun.

Derived from:
Skill_Group_Half_Hour.AnswerWaitTimetoHalf /
Skill_Group_Half_Hour.CallsAnsweredToHalf

Differences between Unified ICME Parent and Unified CCX Child Reporting

Due to a variety of reasons, data collected and presented on WebView Reports to measure
customer experience and manage agent performance at the Unified ICME parent is expected to
be different from data collected and presented at the Unified CCE child WebView reports.

Here are some reasons that cause these variations:

•

Different methodologies for sampling data. The Unified ICME parent system and the
Unified CCX child system in many instances differ in how, when, and where in a call scenario
an event is counted.

For example, call event data collection is performed at different times in the Unified ICME
parent and the Unified CCX child:

–

In Unified CCX, all call events are associated with the interval in which the call started
regardless of when they occurred.

–

In Unified ICME, completed call metrics are associated with the interval in which the call
ended, and other call events (Offered, Answered, RONA, and so forth) are associated with
the interval in which they occurred.

Assume the following events occur on a Unified CCX system (half-hour intervals are used
for ease of discussion):

–

A call is sent to an agent at 7:59:40.

–

The call RONAs at 8:00:02.

–

The call is answered in the 8:00-8:30 interval.

–

The call is completed in the 8:30-9:00 interval.

Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)