Cisco Cisco IP Contact Center Release 4.6.2 User Guide

ICM WebView Online Help

Peripheral, Route, and Routing Client Reports

routes12: Tasks Analysis of Routes Half Hour Report

The 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_Half_Hour.ServiceLevelCallsToHalf + 

Route_Half_Hour.ServiceLevelAbandToHalf) * 1.0 / 

Route_Half_Hour.ServiceLevelCallsOfferedToHalf

The average answer wait time that all tasks offered to the service during the 

half-hour interval waited before being answered.
Derived from: Route_Half_Hour.AnswerWaitTimeToHalf * 1.0 / 

Route_Half_Hour.CallsAnsweredToHalf

The average handle time for tasks handled by agents for the service or skill 

group.
Derived from: Route_Half_Hour.HandleTimeToHalf * 1.0 / 

Route_Half_Hour.CallsHandledToHalf

The average time that tasks spent in the queue for a route or service. Delay 

time can also take abandoned tasks into consideration.
Derived from: Route_Half_Hour.DelayQTimeToHalf * 1.0 / 

Route_Half_Hour.CallsQToHalf

The number of tasks offered to a specific route or service.
Derived from: Route_Half_Hour.CallsOfferedToHalf

The number of tasks handled by a specific route or service.
Derived from: Route_Half_Hour.CallsHandledToHalf

The percentage of tasks handled by a specific route or service.
Derived from: Route_Half_Hour.CallsHandledToHalf * 1.0 / 

(Route_Half_Hour.CallsHandledToHalf + Route_Half_Hour.CallsAbandQToHalf)

The number of abandoned tasks to a service or route during the interval (for 

example, during the current half-hour).
Derived from: Route_Half_Hour.CallsAbandQToHalf