Cisco Cisco IP Contact Center Release 4.6.1

Configuring Bucket Intervals

You can configure call type intervals in relation to your service levels. For example, if your
service level threshold is 15 seconds and you want to see when callers are abandoning within
that service level, you can set intervals of 5 seconds, 10 seconds, and 15 seconds.

How to Configure Bucket Intervals

Note: The "

" section contains

an example of how to configure call types on a child deployment, which is documented in the
Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/CCX.

Reports can display information from up to ten intervals. You can configure up to nine intervals,
and the tenth interval shows all the remaining data. To configure bucket intervals, perform the
following:

Open the Configuration Manager tool and expand the Tools menu.

Expand the List Tools menu and double-click Bucket Intervals List.

Click Retrieve to display the default values.

Click Add to add a new list of interval values.

In the Name filed of the Attributes tab, assign the list a name.

Assign your new values to the Upper bound 1 - 9 fields.

Click Close to close the Bucket Interval List tool.

Double-click the Call Type List tool.

Click Add.

In the Name field of the Attributes tab, assign the new list a name.

Select the Customer from the pull-down menu.

Check the Override System Information Default box for the Bucket intervals section.

Using the pull-down menu, select the Bucket intervals list you previously created.

Configuring Call Types on the Child Central Controller

Access the Configuration Manager on the Child Administration & Data Server to configure call
types.

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)