Cisco Cisco E-Mail Manager Unity Integration Option User Guide
9-26
ICM WebView Online Help
Peripheral, Route, and Routing Client Reportsroutes07: Route Tasks, Averages and Service Levels Real
% Aban5
The percentage of tasks abandoned within the current five minutes.
Derived from: (Route_Real_Time.CallsAbandQTo5 ) * 1.0 / (
Derived from: (Route_Real_Time.CallsAbandQTo5 ) * 1.0 / (
Route_Real_Time.CallsHandledTo5 + Route_Real_Time.CallsAbandQTo5 )
ASA5
The average answer wait time that all tasks offered to the service during the
half-hour interval waited before being answered.
Derived from: Route_Real_Time.AnswerWaitTimeTo5 * 1.0 /
Derived from: Route_Real_Time.AnswerWaitTimeTo5 * 1.0 /
Route_Real_Time.CallsAnsweredTo5
AHT5
The average handle time for tasks handled by agents for the service or skill
group. Handle time includes the time agents spend in the Talking In, Hold,
Work Ready, and Work Not Ready states.
Derived from: Route_Real_Time.HandleTimeTo5 * 1.0 /
Derived from: Route_Real_Time.HandleTimeTo5 * 1.0 /
Route_Real_Time.CallsHandledTo5
ATT5
The average time that agents in a skill group were in the Talking In, Talking
Out, and Talking Other states during an interval.
Derived from: Route_Real_Time.TalkTimeTo5 * 1.0 /
Derived from: Route_Real_Time.TalkTimeTo5 * 1.0 /
Route_Real_Time.CallsHandledTo5
Service Level5
A measurement of how well you are meeting your goals for answering tasks.
More precisely, the service level is the percentage of incoming tasks that are
answered within a specified service level threshold. Three slightly different
calculations can be used for the service level. Specifically, abandoned tasks
can be accounted in three different ways:
–
Abandoned tasks ignored
–
Abandoned tasks have negative impact
–
Abandoned tasks have positive impact
ICM software keeps track of two different service levels: the peripheral service
level is the service level as calculated by the peripheral; the ICM service level
is the service level as calculated by the ICM system.
Derived from: (Route_Real_Time.ServiceLevelCallsTo5 +
Derived from: (Route_Real_Time.ServiceLevelCallsTo5 +
Route_Real_Time.ServiceLevelAbandTo5 ) * 1.0 /
Route_Real_Time.ServiceLevelCallsOfferedTo5
Service Level30
Same as above, but calculated for the current half-hour.
Derived from: (Route_Real_Time.ServiceLevelCallsHalf +
Derived from: (Route_Real_Time.ServiceLevelCallsHalf +
Route_Real_Time.ServiceLevelAbandHalf ) * 1.0 /
Route_Real_Time.ServiceLevelCallsOfferedHalf